JAMES NZALA

• Drive the desired retail strategy within the assigned IT category.
• Serving as the first point of contact for IT support within the organization
• Managed IT Helpdesk operations, resolving 100+ technical support tickets weekly via ticketing tools.
• Provided exceptional customer service, guiding employees through troubleshooting steps, improving ticket resolution efficiency by 30%.
• Diagnosed and resolved hardware/software issues across Windows, Mac OS, and Google Workspace environments, ensuring 99% system uptime.
• Developed and maintained an internal IT knowledge base, reducing repeat inquiries by 20%.
• Collaborated with IT teams to analyze recurring issues and recommend improvements to IT systems and processes.
• Collaborated with cross-functional teams to identify opportunities for process improvement and increased efficiency.

Key Achievements:
✔ Achieved a 95%+ user satisfaction score through prompt issue resolution and effective technical support.
✔ Implemented a new ticket prioritization system that reduced average resolution time by 40%.

Awards & Recognitions

• Outstanding Employee Award – Text Book Centre
  Awarded by the Head of Department and Head of Human Resources for outstanding contributions in achieving organizational success at Text Book Centre.

• Provided exceptional customer service, addressing technical inquiries and resolving issues promptly.
• Provided technical consultation and IT support to customers, addressing inquiries and troubleshooting IT issues.
• Assisted in the installation, maintenance, and repair of IT hardware/software solutions.
• Worked with internal teams to develop and implement IT solutions, improving customer experience.
• Conducted end-user training on IT systems, reducing helpdesk support requests by 20%.
• Developed strong relationships with key industry players, enhancing company reputation and market presence.

Key Achievements:
✔ Increased IT sales by 10% by identifying and fulfilling customer IT needs.
✔ Trained 50+ users on software and hardware, improving efficiency and reducing support tickets.

• Configured hardware, devices, and software to set up work stations for employees.
• Provided technical support for 200+ users, troubleshooting software, network, and hardware issues.
• Managed hardware and software inventory, ensuring timely updates and replacements as needed.
• Managed network administration (Cisco routers, firewalls, VPN configuration).
• Developed and maintained company websites, improving SEO and user engagement by 20%.
• Conducted IT training sessions, improving staff technical competency and reducing support tickets.
• Managed IT Helpdesk operations.

Key Achievements:
✔ Reduced network downtime by 75% through proactive system monitoring and maintenance.
✔ Established community access points, providing internet access to 1,000+ underserved users.

• Enhanced system efficiency by implementing and maintaining IT infrastructure upgrades.

• Maintained accurate records of all help desk interactions, allowing for improved analysis of recurring issues and identification of areas requiring additional support resources.
• Configured hardware, devices, and software to set up work stations for employees.
• Provided helpdesk support and network troubleshooting for government IT systems.
• Assisted in the deployment and configuration of LAN/WAN networks.
• Developed an inventory management system, reducing IT asset tracking errors.
• Enhanced customer satisfaction by promptly addressing IT issues and providing timely solutions.
• Streamlined help desk operations by implementing an effective ticket management system.

Key Achievements:
✔ Streamlined IFMIS training process, reducing training time by 30% and improving user adoption.
✔ Developed an inventory system, saving the government over 1M Ksh annually.