Ms Dynamics
Bonface Gachoka Mwangi
IT Support Specialist
Ruiru, Kiambu County
Summary
IT Support Technician dedicated to delivering exceptional technical support and resolving complex IT issues. Possessing a strong foundation in operating systems, hardware, networking, software, and desktop support, I am adept at troubleshooting, problem-solving, and providing clear communication to end-users. Proven ability to manage and maintain IT infrastructure, including servers, firewalls, and network devices, while ensuring optimal system performance and security. Committed to delivering exceptional customer service and driving user satisfaction.
Overview
3
3
years of professional experience
1
1
College Certificate
1
1
CompTIA certificate
Work History
IT Support/data entry
Destiney Limited
09.2023 - 07.2024
- Technical Support: Providing comprehensive technical assistance to end-users, resolving hardware, software, and network issues.
- Data Entry and Management: Accurately and efficiently inputted large volumes of data into various systems, ensuring data integrity and consistency.
- Data Verification and Validation: Conducted thorough data checks to identify and correct errors, maintaining data accuracy and reliability.
- IT Project Implementation: Supporting and executing new IT projects, including hardware and software deployments.
- IT Asset Management: Managing IT inventory, software licensing, and disposal of obsolete equipment.
- User Support and Training: Providing technical training, support, and guidance to end-users on IT systems and applications.
- Assisted in training new employees, ensuring they quickly became proficient in their roles as Entry Clerks.
- Network and System Monitoring: Maintaining optimal system performance and uptime through proactive monitoring and troubleshooting.
- Boosted customer satisfaction by promptly responding to inquiries and resolving issues related to data discrepancies or missing records.
- IT Documentation: Creating and maintaining up-to-date IT documentation and procedures.
IT Support Technician
Farmers Choice Limited
- IT Hardware and Peripheral Management: Configured and maintained IT peripherals, including printers(replacing toners, worn-out rollers) and caliberating digital weighing scales to conform with the WMS system.
- ERP, CRM, and Business Systems Management: Provided comprehensive support for enterprise resource planning (ERP), customer relationship management (CRM), and other business systems, ensuring optimal system performance, data integrity, and user satisfaction.
- Software Systems Deployment and Maintenance: Proficiently handled software installations (Windows, macOS, printer drivers), executed routine cloud backups on Google Cloud, and managed software updates to ensure optimal system performance and reliability.
- Preventive Maintenance: Implementing a proactive maintenance schedule for IT equipment, including desktops, laptops, printers, and network devices, to optimize performance and minimize system downtime
- Remote Technical Support: Providing remote troubleshooting services for computers and printers located in branch offices (Eldoret and Limuru), ensuring minimal downtime and optimal system performance.
- Email Management and Communication: Managed and maintained email infrastructure, including account setup, distribution lists, and troubleshooting. Ensured secure and efficient email operations for all staff members.
- Endpoint Security: Installed and maintained Sophos antivirus software, including regular updates, threat detection, logging and response for optimal system security.
- Legacy System Modernization: Successfully migrated the legacy label design software from Windows 7 to Windows 11, implementing the more advanced and reliable Nice Label Design Software to enhance operational efficiency and productivity within the planning department.
- Meeting Room Setup: Configured and maintained audio-visual equipment, including projectors, laptops, and wireless connectivity, to support effective meetings and presentations.
- System Implementation, Testing, and Support: Collaborated with software developers to test, deploy, and support new systems, including the Weight Management System (WMS) and Farmer's Application Support System (FASS). Provided comprehensive user training and support.
- Data Backup and Recovery: Implemented and maintained data backup procedures. Investigated and resolved backup failures and delays, including sales data backups, to ensure data integrity and availability.
- Helpdesk Support System Development: Developed and managed a helpdesk support system using Microsoft Team, including implementing a ticketing system to streamline issues resolution and tracking
- Operating System and Software Deployment: Implemented and maintained operating systems (Windows and iOS) and essential software applications (MS Office Suite, labeling system, WMS, FASS) across end-user devices to ensure optimal system performance and user productivity.
- Hardware and Procurement: Performed most hardware repairs, allocation, and movement, as well as decision making on purchasing IT devices such as desktops, laptops, and printers to meet organizational needs
- End-User Device Management: Overseeing overall IT end-user devices, ensuring functionality, security, and compliance with organizational policies and standards
- Active Directory Management: Through guidance and help from the system admin, i Administered and maintained Active Directory user accounts, groups, and permissions to ensure secure access and efficient user management.
- Delivered onsite technical support for over 200 employees.
- Created help desk tickets, troubleshot and resolved desktop issues.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
IT Support Officer
Naivas Limited
10.2022 - 02.2023
- CCTV technical support and Maintenance: Supervised CCTV installations and ensured timely maintenance (external service provider hired to give services)
- Online Order Processing and Customer Feedback: Handled most online orders, processed payments, and managed customer feedback on the online shopping website
- Remote User Support: Provided remote support to users outside the Coast Region, addressing technical issues e.g hardware failure (barcode scanners), and software updates needed
- Sales Data Backup to Microsoft Azure: Initiated delayed/failed sales data backups to Microsoft Azure for secure storage and accessibility
- Till Troubleshooting: Troubleshooted tills in case of barcode scanner failure, and connectivity issues(ethernet) to minimize disruptions to business operations
- Configuration of Devices: Configured thermal receipt printers, digital weighing scales(used in fresh departments), and tills to seamlessly integrate with the POS for processing in the ERP
- Enhanced Endpoint Security: Installed Sophos endpoint protection software to proactively safeguard company systems against phishing attacks and other cyber threats.
- Enhanced Network Security and Uptime: Established a comprehensive maintenance program for network infrastructure, including regular inspections of servers, firewalls, and access points, to guarantee optimal performance and a robust security posture
- Software Updates: Performing software updates for all computing devices in the stores, including servers, to maintain system integrity and security.
Fresh Assistant
Naivas Limited
09.2021 - 09.2022
- Product Handling and Sales: Skilled in handling, cutting, and merchandising fresh meat products to meet customer demand and quality standards.
- Customer Service: Provided exceptional customer service, including product recommendations, order fulfillment, and addressing customer inquiries.
- Inventory Management: Maintained optimal inventory(meat) levels, controlled stock rotation, and prevented product wastage.
- Food Safety and Hygiene: Adhered to strict food safety and hygiene protocols, ensuring compliance with regulatory standards.
- Equipment Operation: Operated meat processing equipment(bone saw machine) safely and efficiently.
- Team Collaboration: Worked effectively as part of a team to achieve departmental goals.
- Staff Development: Trained and mentored new butchery employees on product handling, customer service, and food safety standards.
- Operational Efficiency: Contributed to process improvements and cost reductions within the department.
IT Support
KassMart Supermarkets Limited
10.2020 - 05.2021
- Cashier Training and POS System Efficiency: Conducting comprehensive training sessions for new cashiers on using the POS and ERP system for the back office team
- Training Room Setup and Audio-Visual Equipment: Equipping the training room with necessary audio-visual devices such as projectors and laptops to facilitate effective presentations and learning experiences
- IT Support for Data Analysis: Provided technical support to newly appointed back-office staff in leveraging data insights for informed decision-making and operational efficiency
- Supervision of Loss Control System Installation: Overseeing the installation of a comprehensive loss control system to mitigate risks and safeguard assets, ensuring adherence to security protocols and regulatory standards
- IT Device Management and Procurement Planning: Acting as custodian of IT devices, overseeing their management, planning hardware purchases, and allocating resources to meet organizational needs effectively
- Sales Data Backup and Recovery: Initiating failed/delayed sales backups to ensure the integrity and availability of all sales data, implementing a robust database to minimize disruptions in operations
- Software Installation and Security: Installing and configuring operating systems, antivirus software, and Microsoft Office applications to maintain system integrity and protect against cyber threats.
IT Field Support Technician
Vortex Solutions Limited - Internship
01.2020 - 05.2020
- My responsibilities included, POS Software Deployment: learned the installation of Point-of-Sale (POS) software as part of our comprehensive ERP solutions for various clients, including supermarkets and wholesalers, ensuring tailored integration and optimal functionality
- Antivirus Installation: Installed antivirus software and conducted system scans(Syslog) to preemptively address security threats, ensuring robust cybersecurity measures
- Client Training and Skill Enhancement: Training new clients on using Vortex Solution software fostering user proficiency and operational efficiency, exemplified by successful training sessions for retailers like Kanini Haraka Enterprise
- Hardware Support: Offered guidance to clients on hardware procurement to complement the POS & ERP systems, ensuring compatibility and scalability for their business operations
- Database support: Performed database operations, including data transfer, recovery, and integration with the ERP system.
Education
Bachelor of Science in Computer Science & IT -
Dedan Kimathi University of Technology
12.2020
Kenya Certificate of Secondary Education -
Baricho Boys High School
Nyeri11.2016
Skills
- Hardware troubleshooting
- Remote desktop support
- Networking
- Help desk operations
- Software installation and configuration
- Database support
- User training and support
- Operating system support (Windows, macOS, Linux)
- Programming languages (basic Laravel, PHP, HTML, CSS, SQL)
- Active Directory
- Incident and problem resolution
- Printer and peripherals setup
- Mobile devices support
- IT asset tracking
Timeline
IT Support/data entry
Destiney Limited
09.2023 - 07.2024
IT Support Officer
Naivas Limited
10.2022 - 02.2023
Fresh Assistant
Naivas Limited
09.2021 - 09.2022
IT Support
KassMart Supermarkets Limited
10.2020 - 05.2021
IT Field Support Technician
Vortex Solutions Limited - Internship
01.2020 - 05.2020
IT Support Technician
Farmers Choice Limited
Bachelor of Science in Computer Science & IT -
Dedan Kimathi University of Technology
Kenya Certificate of Secondary Education -
Baricho Boys High School
Certification
- BSC. Computer Science IT
- CompTIA Core 1
Accomplishments
- Researched and upgraded a legacy label designer to a new nice label printing system that integrated seamlessly with Business Central and Microsoft Azure cloud services.
- developed and Introduced a helpdesk ticketing system to handle user requests (help desk- using Microsoft Teams).
- Introduced a comprehensive schedule for training interns on hardware and software maintenance.
- Introduced an expenditure system for printer toners that was seamlessly integrated with MS Dynamics.
- Documented all IT gadgets with over 600 computers to aid in new purchases and allocations.
- Provided technical support to over 250 end users.
- Introduced a Microsoft Excel geo-mapping system to help visualize country-wide sales at Naivas Nyali.
- Contributed to making Nyali Naivas Fresh department the leading countrywide through sales analysis and prediction of customer trends.
- Awarded employee of the month in June 2022(Naivas Limited).
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Personal Information
Title: IT Support Specialist
Trainingseminars
- Emotional Intelligence Training - Naivas Limited.
- Marketing Strategies & Implementation - Naivas Limited.
- Customer Relationships Management - Naivas Limited.
- Anti-Bribery and Corruption Policy - Naivas Limited.
- Teamwork Management - KassMart Limited.
- Analytical Thinking and Creative Thinking - Naivas Limited.
- Networking and Ethical IT Practices – Farmer’s Choice.
- Help Desk Management – Farmer’s Choice.
- Client’s Handling - Farmer's Choice.
References
- Mrs. Florence Kinuthia, Farmers Choice Limited, Chief Information Officer (CIO), +254706561813
- Mr. Eustus Ngugi, Naivas Limited, Manager, +254728331903
- Mr. Gerland, KassMatt Limited, Manager, +254723387053
Software
Security(Antivirus, Firewall Support)
Office Suit
OS(Windows, Linux, MacOS)
Help Desk(RDP, Ticketing systems)
Hardware Diagnostic Tools(BIOS, UEFI, manufacturer-specific tools)
Work Preference
Work Type
Full TimeWork Location
On-SiteHybridRemoteImportant To Me
Career advancementCompany CultureWork-life balanceFlexible work hoursPersonal development programsQuote
Every problem is a gift—without problems we would not grow.
Tony Robbins
Languages
English
Upper intermediate (B2)
Swahili
Upper intermediate (B2)
Interests
DIY PROJECTS
SOFT CODING
FARMING
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