Johnpaul Odera
Nairobi
Summary
Professional Help Desk Technician with proficiency in providing excellent and efficient technical support by prioritizing most important tasks. Experienced technical support and with an eagerness to continually develop relevant skills. Available to travel to remote locations for off-site issues.
Overview
14
14
years of professional experience
1
1
Certification
Work History
ICT Admin
Abyssinia Iron And Steel Limited
Nairobi
09.2015 - Current
- Improved server utilization by 40% through virtualization, reducing physical server footprint and lowering maintenance costs, optimizing IT infrastructure
- Successfully resolved 95% of help desk tickets linked to Windows, Linux, and Mac systems, leading to reduced system downtime and improved employee efficiency.
- Provided support, troubleshooting, and maintenance to both on-premises and remote users. Conducted training sessions to educate end-users on the utilization of various applications including Spiceworks for ticket logging, MS 365, Windows 10/11, SAP, and Weighbridge Systems.
- Successfully handled the management and monitoring of Veeam Backup and Securite Anti-Virus Products.
- Maintained detailed documentation of technical issues and resolutions, contributing to 20% improvement in team collaboration and knowledge sharing
- Enhanced branch operations by securing 99% WAN link availability through SLA adherence, minimizing downtime and optimizing productivity
- Demonstrated excellent communication skills in delivering Projects and IT services, leading to outstanding staff satisfaction.
- Provided technical support and troubleshooting for leading brands of PCs, laptops, printers, and copier MFP devices (Kyocera, Ricoh, HP).
- Flexed communication styles to match users' needs and diffused emotional staff situations
- Skilled in utilizing active directory and Citrix workspace to efficiently handle tasks such as resetting user passwords, organizing units, implementing group policies; expert in managing security and distribution groups.
Application Support Executive
Endeavour Africa Limited
Nairobi
02.2012 - 08.2015
- Aligned Software Applications with customer needs, resulting in reduction in customer support tickets and improved product usability
- Collaborated with development teams to identify and fix critical application bugs, improving system stability and user experience
- Provided technical support for software problems (Desktop and web-based applications) successfully by recreating reported issues, applied diagnostic techniques to identify problems, investigated causes, and recommended solutions
- Implemented new customer service training program for weighbridge software and scale operators, resulting in 15% increase in positive customer feedback
- Resource Optimization Technical Management Troubleshooting System Administration
Support Technician
Kenya Airports Parking Systems
Nairobi
04.2010 - 01.2012
- Managed approximately 20 inbound calls, Assisted customers with video, Internet and telephone troubleshooting, Set-up service calls for unresolved issues
- Install, configure, and upgrade computer hardware and software to proactively identify and prevent IT issues, showcasing strong problem-solving and communication skills, and ensuring uninterrupted operations
- Analyzed, diagnosed and recommended hardware repairs, or replacements, and manages equipment, diagnostic tools and technician access
- Executed installation of CCTV systems, parking barriers and systems in commercial spaces, effectively enhancing security measures and deterring criminal activities
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
Education
Bachelor of Science - Information Technology (B.Sc.)
Mount Kenya University
12.2025
Diploma In Electronic Engineering -
Multimedia University
03.2006
Skills
- User Training and Communication
- Remote Support
- System Administration
- Backup solutions
- Security audits
- Network Administration
- Patch management
Certification
CCNA, 01/2019
Timeline
ICT Admin
Abyssinia Iron And Steel Limited
09.2015 - Current
Application Support Executive
Endeavour Africa Limited
02.2012 - 08.2015
Support Technician
Kenya Airports Parking Systems
04.2010 - 01.2012
Bachelor of Science - Information Technology (B.Sc.)
Mount Kenya University
Diploma In Electronic Engineering -
Multimedia University
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