JANE MAINA
Summary
A self-driven, intelligent and talented ICT officer with a passion in IT solution, infrastructure analysis, implementation and support of complex and dynamic environments, good team spirit and able to work with minimum supervision. Having exposure in diagnosis of hardware and software problems in a wide range of technologies has played a key role in ensuring quality solutions meet business objectives.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Information Technology Help Desk Support
Stanbic Bank
10.2022 - Current
- Provide first point of contact support to end users with professionalism, timeliness, accuracy by quickly resolving issues and offering expert assistance from Kenya to South Sudan.
- For all hardware maintenance, get in touch with vendors as stipulated within business agreements.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Primary point of contact for equipping all staff with appropriate system credentials e.g. Setting up user accounts, password resets, location transfers and profile change requests.
- Troubleshoot IT related issues (hardware, software, network, peripherals, VPN) for branches nation wide through diagnostic techniques.
- Track daily, monthly and yearly activities in BMC Remedy system for consistent reporting.
- Use Active Directory to manager user accounts, such as permissions, passwords and account lockouts
- Resolve defined production problems smoothly by working with supervisors to identify, evaluate and correct client related problems.
- Effective communication, ability to incorporate appropriate phone, teams and email etiquette for technical assistance
- Successfully trained new Service Desk Technicians.
- Worked effectively in fast-paced environments.
- Gained extensive knowledge in data entry, analysis and reporting.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Used Application Delivery Management tool to create test documentation and work instruction.
Information Technology Technician
Stanbic Bank
10.2021 - 10.2022
- Correct hardware, software and network connectivity issues by diagnosing faults and completing skilled repairs
- Determine future maintenance and repair needs by analyzing equipment performance records
- Fix Lenovo under warranty type machines with effective troubleshooting and repair abilities
- Approach and solve work problems with initiative and knowledge of operations
- Protect company and customer data by consistently following banking policies
- Develop successful solutions through continuous test of user software
- Resolve production problems smoothly, working with supervisors to identify, evaluate, and correct design problems
- Performed data transfers and migration through network and cloud.
IT TECHNICAL SUPPORT INTERN
Trans Business Machines
04.2021 - 10.2021
- Correct hardware, software and network connectivity issues by diagnosing faults and completing skilled repairs
- Determine future maintenance and repair needs by analyzing equipment performance records
- Troubleshoot problems and developed successful solutions
- Help team handle high-volume work by prioritizing tasks and organizing supplies
- Collaborate with team members to meet daily demands and handle challenging projects
- Fix equipment problems with effective troubleshooting and repair abilities
- Perform laptops and desktops repair, installation of new parts and maintenance
- Preventive maintenance and configuration for warranty machines
- Successfully seconded and provided the above to large clients such as Stanbic Bank Mlolongo, KCB bank Nairobi, KTDA Nairobi, PWC Westlands, Dubai Bank Upper Hill, Gulf Bank Upper Hill and Central Bank of Kenya.
ICT Attachment
Kenya Revenue Authority
01.2020 - 03.2020
- Hardware and software configuration, installation and maintenance
- Network installation, configuration, monitoring and diagnosis
- Asset and service management
- Lotus cc: mail management
- Customer service
- Excel Data management
- Apple tablets and apple ID configuration
- Ms office documentation
- VDI Hardware support
Education
Bachelor of Science - Information Technology
Mount Kenya University
Thika, Kiambu10.2020
High School Diploma -
State House Girls High School
Nairobi, Kenya12.2016
Skills
- Test Environments
- Hardware and software maintenance
- Warranty and asset management
- Network installation, configuration, monitoring and diagnosis
- Help Desk Operations
- System Administration
- Corporate Communications
- IT Service Management (ITSM) Oversight
- Problem-Solving
- Interpersonal Skills
- Data backup and Records Management
- Data and Computer Security
Certification
- Lapid Leaders Africa (self leadership) - 11/01/20
- Student Training Entrepreneurial Program (STEP) - 08/01/18
- Salesforce badges - 08/01/21
- IBM badges - 08/01/21
- CompTIA A++ 1000 - 02/01/22
- ITSM ISO 2000 - 04/01/22
References
- Evelyne Amisi
Position: Head Production Assurance Stanbic Bank Kenya
Tel: +254716111037
Email: amisie@stanbic.com
- Thomas Njue
Position: Head Production Services Stanbic Bank Kenya
Tel: +254795741799
Email: njuet@stanbic.com
- Luke Thambu,
Position: Service Delivery Manager - Trans Businesss Machines
Tel: +254720 803063
Email: lthambu@tbm.co.ke
Hobbies and Interests
- Web Surfing
- Traveling
- Android Game Testing
Timeline
Information Technology Help Desk Support
Stanbic Bank
10.2022 - Current
Information Technology Technician
Stanbic Bank
10.2021 - 10.2022
IT TECHNICAL SUPPORT INTERN
Trans Business Machines
04.2021 - 10.2021
ICT Attachment
Kenya Revenue Authority
01.2020 - 03.2020
Bachelor of Science - Information Technology
Mount Kenya University
High School Diploma -
State House Girls High School
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