Johnpaul Odera
Summary
Driven ICT Supervisor with 9 years of experience in software implementation and maintenance. Proven history of managing complex infrastructures and data center operations. Expert in solutions-oriented business application problem-solving and dedicated to providing best-in-class service. Skilled at troubleshooting, communication and collaboration.
Overview
14
14
years of professional experience
1
1
Certification
Work History
ICT Supervisor
Abyssinia Iron And Steel Limited
09.2015 - Current
- Updating and monitoring IT user accounts.
- Maintenance & management of the Critical Windows based Server Environment.
- Maintaining up to date Antivirus levels on all machines company wide.
- Working on Active Directory accounts, configuration of Desktops & laptops.
- Managing and monitoring of backups in multiple locations.
- Providing maintenance support and break-fix solutions.
- Follow Documented processes i.e. implementing change control procedures.
- Liaising & meeting with external suppliers of IT services. Producing reports for senior managers.
- Troubleshooting technical problems and implementing solutions.
- Purchasing of IT Equipment and software in line within agreed budgets.
- Supporting a multi-site IT infrastructure of at least 500 employees.
- Responsible for the fast and accurate troubleshooting of reported faults.
- Providing technical support via helpdesk systems for a wide range of internal & external applications.
Application Support Executive
Endeavour Africa Limited
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
- Resolved over 100 hardware, software, and network issues, ensuring compliance with service level agreements (SLA's), by providing regular updates and timely solutions, leading to improved customer retention
- Delivered training sessions on new applications or features, promoting user adoption and smooth transitions during updates
- Contributed in development of knowledge base articles, equipping users with self-help resources and reducing incoming support requests.
Support Technician
Kenya Airports Parking Systems
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
Diploma - Electronic Engineering
Multimedia University
03.2006
Skills
- System security implementation
- Firewall configuration and management
- System documentation development and maintenance
- Server hardware monitoring and maintenance
- Backup and recovery planning
- User training and support
- Network infrastructure monitoring and maintenance
- Router, switch, and firewall management
Certification
CCNA
- Cisco Certified Network Associate
Microsoft Certified
- Microsoft 365 Fundamentals
- Azure Administrator Associate.
Timeline
ICT Supervisor
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
Diploma - Electronic Engineering
Multimedia University
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