Judith Ombuya
Summary
Accomplished Technical Support Engineer with a proven track record at Computer Revolution Africa Group, enhancing system efficiency and user satisfaction. Expert in hardware upgrades and customer support, demonstrated through successful application rollouts and critical issue resolution. Skilled in fostering client relationships and training personnel, significantly improving support strategies and system security.
Overview
10
10
years of professional experience
Work History
Technical Support Engineer
Computer Revolution Africa Group
04.2024 - Current
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Worked directly with clients in rollout and post-rollout stages to train and support new applications and systems.
- Worked with M365 - Creating and managing user accounts, groups, and licenses. Monitoring and troubleshooting email and other Office 365 services. Implementing and maintaining security measures. Configuring and maintaining Office 365 applications. Collaborating with other IT professionals to integrate Office 365 with other systems.
- Performed root cause analysis of reported issues to enact corrections.
- Documented faults and bugs for referral to development staff for use in updates.
- Met with team personnel to share details of discovered issues and recurrent custom complaints.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Installed, configured and maintained computer systems and network connections.
IT Technical Support
SBI International Holdings
01.2015 - 08.2023
- Offered troubleshooting of connectivity issues across networks such as Wi-Fi, cellular.
- Diagnosed and troubleshot hardware, software and network issues.
- Created user accounts and assigned permissions.
- Installed, configured and maintained computer systems and network connections.
- Monitored system performance to identify potential issues.
- Tested new software and hardware prior to deployment.
- Configured hardware, devices, and software to set up work stations for employees.
- Patched software and installed new versions to eliminate security problems and protect data.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Developed and implemented preventive maintenance procedures.
- Installed and configured operating systems and applications.
- Offered assistance in implementing and developing training programs.
- Maintained servers and systems to keep networks fully operational during peak periods.
- Helped streamline repair processes and update procedures for support action consistency.
- Researched and identified solutions to technical problems.
- Generated reports to track performance and analyze trends.
- Managed high levels of call flow and responded to technical support needs.
- Used ticketing systems to manage and process support actions and requests.
- Configured and tested new software and hardware.
Education
Bachelor of Science - Information Technology
KCA University
NAirobi, Kenya11-2014
Skills
- Application installations
- Hardware configuration
- Customer support
- Application debugging
- Personnel training
- Customer support strategy
- Data analysis
- Critical thinking
- Technical expertise
- Network troubleshooting
- Windows servers
- Security protocols
- Firewall installation
- Software installation
- System administration
- Network administration
Timeline
Technical Support Engineer
Computer Revolution Africa Group
04.2024 - Current
IT Technical Support
SBI International Holdings
01.2015 - 08.2023
Bachelor of Science - Information Technology
KCA University
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