Joshua Mumo Kioko
Nairobi
Summary
Seasoned IT engineer with expertise in project management, systems maintenance, and information systems support. Proven experience in network and systems administration, IT development and monitoring, lean manufacturing, and operations management. Adept at communicating technical procedures in a clear, user-friendly manner, with excellent client-facing and interpersonal skills. Strong analytical thinker and natural problem solver, committed to developing and implementing best practices, policies, and procedures. A collaborative team player with a deadline-driven mindset, and the ability to organize and present complex solutions with clarity and precision.
Overview
10
10
years of professional experience
Work History
Field Services Engineer
Harford Control Ltd
Wiltshire, England
12.2021 - Current
- Operating across Africa—primarily East and South Africa—as well as globally, I specialize in project planning, software testing, hardware and network configuration, and programmable logic controllers (PLCs). My expertise ensures seamless operations, high-quality service delivery, and top-tier customer support.
- Conducting site inspections and managing field operations, collaborating with cross-functional teams to enhance service efficiency, and customer satisfaction.
- Providing on-site customer support, including installations, cost-effective repairs, preventive maintenance, and product enhancements for Harford Control instruments and systems.
- Advising customers on system orientation, maintenance, and troubleshooting to optimize performance and longevity.
- Serving as the primary liaison between the company and customers, ensuring strong communication, professionalism, and proactive follow-ups.
- Conducting feasibility studies and managing work schedules to align with project timelines and client needs.
- Managing incidents, problems, service requests, and events, ensuring timely resolution, and adherence to established procedures.
- Building strong relationships with customers and internal teams to foster collaboration and service excellence.
- Identifying, diagnosing, and resolving technical issues, prioritizing tasks based on urgency and business impact.
- Conducting root cause analysis, documenting findings, and implementing proactive solutions to prevent recurring issues.
- Keeping clients informed with timely updates through systems, portals, and ticketing tools.
- Provided technical support to customers via telephone, email and on-site visits.
- Kept records of parts and equipment used in projects to update inventory.
- Reviewed team safety behaviors and individual personal protective equipment.
- Ran tests on newly repaired machinery and equipment to confirm proper functionality.
- Administered installation service and repair of products along with IT solutions at customer sites as part of long-term maintenance contracts.
- Provided responsive multi-channeled technical support and utilized live chat to reduce overhead costs and increase productivity.
- Maintained inventory control records for spare parts used during service calls.
- Coordinated work between team, other departments, subcontractors and customers.
- Installed upgrades on existing systems according to manufacturer specifications.
- Assisted in development of equipment, providing recommendations to engineering designs.
IT Support Engineer/Specialist at AIM International - Africa Based Support (AIM AIR)
Africa Inland Mission International
Nairobi, Kenya
09.2017 - 11.2021
- Developed annual budgets for IT projects, ensuring adherence to financial parameters.
- Managed and executed projects to maintain schedule, scope, and budget compliance.
- Tracked project milestones and deliverables, maintaining communication with stakeholders.
- Created and managed work breakdown structures for various IT projects.
- Collected and summarized information for status report preparation and submission.
- Oversaw operations and maintenance of data centers and server rooms.
- Supervised user support activities to enhance service quality and responsiveness.
- Identified staff training needs, focusing on emerging technologies.
Information Technology Intern
Kenyatta International Convention Center (KICC)
Nairobi, Kenya
07.2017 - 09.2017
- Managed local network maintenance and installation, including cabling, switches, and TCP/IP configuration.
- Maintained WAN connectivity and configured internet connection services and devices.
- Installed and maintained servers, including hardware integration and Windows Server 2008/2012 setup.
- Configured and maintained antivirus solutions for business security across client machines.
- Installed, configured, and maintained client hardware and applications on various operating systems.
- Set up new computers and user accounts while resolving password issues.
- Documented IT issues and created trouble tickets in SPICEWORKS for ongoing projects.
- Fostered effective working relationships with users and IT professionals.
Information Technology Intern
Africa Inland Mission International (AIM AIR)
Nairobi, Kenya
05.2015 - 12.2015
- Installed, configured, and maintained client hardware and applications, including laptops and desktops.
- Assisted IT manager with inventory management of IT equipment.
- Provided prompt IT support at AIM International field offices on short notice.
- Delivered comprehensive technical support to users for various IT needs.
- Ensured successful installation and configuration of network components, including Cisco routers and switches.
- Developed test plans and scripts for system testing.
- Trained staff on new technologies and software applications.
- Performed regular maintenance checks on all computer systems at the company's premises.
- Assessed performance of equipment and network infrastructure and made proactive improvements in line with company standards.
Education
Bachelor of Science - Information Technology
Jomo Kenyatta University of Agriculture And Technology
Nairobi, Kenya11-2018
Diploma - Information Technology
Jomo Kenyatta University of Agriculture And Technology
Nairobi, Kenya12-2015
Kenya Certificate of Secondary Education - Secondary Education
Matiliku High School
Makueni, Kenya11-2012
Kenya Certificate of Primary Education - Primary Education
Muthaiga Primary School
Nairobi, Kenya10-2008
Skills
- Service engineering and field operations
- Project management and technical support
- Programmable logic controllers and system diagnostics
- Root cause analysis and preventive maintenance
- Time management and task prioritization
- Technical documentation and user support
- Service delivery and customer management
- Cross-functional collaboration and relationship building
- Decision-making and analytical skills
- Remote support and on-site assistance
Hobbies
- Tech Forums and Online Support Communities – Actively engage in IT forums (like Spiceworks or Reddit Tech Support) to exchange solutions and stay updated with industry challenges.
- Travel and Exploring New Environments – Enjoy visiting new places, reflecting adaptability and comfort with on-site client work in varied settings.
- Reading IT Blogs & Cybersecurity News – Stay informed on the latest developments in systems, networks, and digital security.
- Volunteering for Tech Support in Community Events – Provide free tech assistance at local events or churches, building both skills and community goodwill.
- DIY Electronics & Home Repairs – Enjoy building and troubleshooting devices, which sharpens hands-on technical skills and practical thinking.
- Outdoor Activities & Travel – Comfortable working in different environments and adapting quickly, essential for on-site engineering roles.
- Reading Tech Journals & Following Engineering Trends – Stay up to date with innovations in field engineering, automation, and systems maintenance.
Referees
References available upon request.
Timeline
Field Services Engineer
Harford Control Ltd
12.2021 - Current
IT Support Engineer/Specialist at AIM International - Africa Based Support (AIM AIR)
Africa Inland Mission International
09.2017 - 11.2021
Information Technology Intern
Kenyatta International Convention Center (KICC)
07.2017 - 09.2017
Information Technology Intern
Africa Inland Mission International (AIM AIR)
05.2015 - 12.2015
Bachelor of Science - Information Technology
Jomo Kenyatta University of Agriculture And Technology
Diploma - Information Technology
Jomo Kenyatta University of Agriculture And Technology
Kenya Certificate of Secondary Education - Secondary Education
Matiliku High School
Kenya Certificate of Primary Education - Primary Education
Muthaiga Primary School
Similar Profiles
Amanda BohlenAmanda Bohlen
General Vocal Music Teacher at Harford County Public SchoolsGeneral Vocal Music Teacher at Harford County Public Schools
June GrierJune Grier
Paraeducator - STRIVE Program at Harford County Public SchoolsParaeducator - STRIVE Program at Harford County Public Schools
Zachary GrosvenorZachary Grosvenor
Food Service Worker at Harford FairFood Service Worker at Harford Fair
Mark Andrew WanjauMark Andrew Wanjau
Cyber Security Specialist at Deckfirm Technologies HubCyber Security Specialist at Deckfirm Technologies Hub
Grace NgigiGrace Ngigi
Process Engineer at Tetra PakProcess Engineer at Tetra Pak