Kenneth Matete
Data Manager/ Project Lead
Summary
IT support professional with track record of successfully managing service desk operations and delivering high-quality technical assistance. Known for strong teamwork and adaptability in dynamic environments. Proficient in diagnosing and solving hardware and software issues while maintaining excellent customer service.
Experienced IT professional equipped for role. Adept at resolving technical issues, providing exceptional support, and enhancing user satisfaction. Strong focus on team collaboration and achieving results. Known for reliability, adaptability, and effective communication skills. Proficient in troubleshooting, network management, and customer service.
Talented Technical Support Representative with gift for understanding needs of both business and home users. Versed in troubleshooting and desktop support on Windows, Linux and Mac systems. Proven skill in resolving problems quickly on first call.
Technical support professional with proven background in resolving complex technical issues and providing excellent customer service. Known for strong team collaboration and adaptability in dynamic environments. Skilled in troubleshooting and customer relationship management.
Overview
15
15
years of professional experience
4
4
years of post-secondary education
1
1
Certification
Work History
Social Media Manager
Salt Lake Safaris
02.2025 - Current
- Managed multiple social media platforms, ensuring a consistent brand voice and message.
- Monitored social media trends and emerging platforms, adopting new strategies to stay ahead of the competition.
- Boosted engagement rates with the creation of compelling and visually appealing content.
- Successfully built a loyal following by consistently sharing valuable content that resonated with the target audience.
- Optimized posting schedules based on platform-specific analytics to maximize content visibility.
- Provided exceptional customer service through timely and thoughtful responses to user comments and messages.
- Developed targeted advertising campaigns, driving website traffic and generating leads.
- Analyzed performance metrics to identify areas for improvement and optimize social media campaigns.
- Increased follower engagement with interactive content and timely responses to comments.
- Streamlined content creation process, allowing for more frequent and impactful posts.
- Monitored social media trends to keep brand's content relevant and engaging.
Backfill Field Engineer
Unisys
07.2022 - Current
- Provide technical IT support to Unilever (Nairobi) staff via telephone, email, face-to-face, and remotely.
- Windows Operating System (OS), and Microsoft 365 system build, preparation, and administration.
- Provide support for hardware such as laptops, desktops, and smartphones.
- Provide follow-up on problems, escalations, and requests.
- Ensure incident and request tickets are updated according to the ticketing system.
- Installed 120+ new PC workstations and laptops with Windows 10 and MS Office 365. Achieved zero downtime through cloud data redundancy during changeover.
- Resolved 10+ trouble tickets per day through efficient triaging of problems.
- Maintained 99% satisfaction rating in monthly end-user scoring through applied interpersonal skills and providing fast solutions.
DATA MANAGER/ PROJECT LEAD
GND GROUP E.A LTD
04.2019 - Current
- Testing websites across browsers, operating systems and devices.
- Monitoring online traffic and conversions
- Ensure the web servers, hardware and software are operating accurately.
- Regulate and manage access rights of different users on website.
- Website maintenance.
- Implement policies and guidelines for data management.
- Develop standard operating procedures for data handling and archiving.
- Formulating management techniques for quality data collection to ensure adequacy, accuracy and legitimacy of data.
- Devising and implementing efficient and secure procedures for data management and analysis with attention to all technical aspects.
- Train junior data managers/ data executives when needed.
- Provide guidance in identifying and defining data requirements.
- Provide technical oversight for integrating new technology or new initiatives into data standards.
PRINCIPAL
East Africa Institute of Certified Studies (Mombasa Campus)
02.2019 - 04.2019
- Developing academic and co-curriculum activities for the calendar year
- Checking all lecturers reports and professional documents
- In charge of students’ welfare and customer care (regarding students)
- In charge of co-curricular activities
- Recruitment and interviewing new lecturers and support staff
- In charge of Assets and inventory in the branch
- Following up on accreditation of the campus for various exam bodies
- Designing and implementing new courses
- Supervising and assigning duties to lecturers
- Evaluating lecturers and support staff performance on a monthly basis
- Chairing and coordinating official meetings in Campus
Lecturer
East Africa Institute of Certified Studies (Mombasa Campus)
05.2017 - 02.2019
- Implemented the curriculum through teaching and analyzed the syllabus and preparing schemes of work and lesson plan.
- Participated in departmental and faculty meetings aimed at sharing experiences and building interdisciplinary collaboration within and outside the department
- Designed and delivered workshops/ practicals as required, providing feedback on performance
- Liaised closely with other teaching, technical and administrative staff to ensure quality teaching for ICT and Computer studies Subjects.
- Developed daily lesson plans in accordance with the school curriculum
- Ensured that there is an effective assessment, recording and reporting system of pupil progress
- Responsible for Implementation of course work through teaching
- Set and Supervised examinations
- Developed and researched own teaching materials, methods and approaches with guidance and ensure that content, methods of delivery and learning materials meet defined learning objectives
H.O.D
East Africa Institute of Certified Studies (Mombasa Campus)
06.2017 - 01.2019
- Responsible and accountable for setting and advancing the academic strategy of the department in line with the college's and principal's strategic plans and direction
- Administering affairs of the school of ICT and Engineering
- Facilitating the collection of student feedback and to follow up with implementation on matters arising from that feedback as appropriate
- Preparing requisition lists of departmental equipment
- Perform any administrative duties assigned
- Chairing departmental meetings
- Development and quality of the school/department’s teaching, research and student support services
- Allocating duties to departmental staff to ensure effective teaching, research and service functions
- Monitoring and management of the department's academic and service activities.
ATTACHMENT
Nzoia Sugar Company
05.2015 - 08.2015
- Helpdesk and User Support
- Hardware Repair and Maintenance
- Systems Administration
- Network Administration
TRAINER OF TRAINERS
Arid Lands Information Network
01.2012 - 04.2012
- Coordinated and implemented training in an orderly and professional manner.
- Confirmed that all materials were ordered and prepared for class sessions.
- Developed and maintained good relations with various clients in the local community.
- Successfully measured how well the students absorbed the material and adjusted the presentation accordingly.
- Ensured that those I trained gained skills to train others.
TECH SUPPORT
Avanti IT Support
12.2010 - 01.2012
- Computer Repair and Maintenance
- User Support
- Technical Support
- Basic Networking
- Typography, Print and Photocopy Services
- Software Installation
Education
B.Sc. - Information Technology
Masinde Muliro University of Science and Technology
08.2012 - 05.2016
Skills
Remote support
Software installation
Desktop support
Incident management
Application support
Ticketing systems
Active directory
Operating systems
Computer Maintenance and Repair
Developing Curriculum and Teaching Guidelines
Linux
Content scheduling
Microsoft 365
Social media management
Professional interaction with all levels of staff and maintaining the highest level of confidentiality
Staff Evaluations and Appraisals
Troubleshooting
User Management and Administration
Personnel and Administration Management
Tact and diplomacy in handling sensitive issues
Teamwork and collaboration
Ticket management
Problem-solving
Application installations
Technical troubleshooting
Client communication
Issue escalation
Problem resolution
Training and mentoring
Critical thinking
Hardware troubleshooting
System troubleshooting
Technical support
Diagnostic techniques
Employee training
Interpersonal communication
References
Nixon, Isalu, Project Manager, nisalu@gndgroup.co.ke, 0743900479, GND Group E.A Ltd
Certification
Certified Trainer of Trainers, Institute of Advanced Technology - 2011
Timeline
Social Media Manager
Salt Lake Safaris
02.2025 - Current
Backfill Field Engineer
Unisys
07.2022 - Current
DATA MANAGER/ PROJECT LEAD
GND GROUP E.A LTD
04.2019 - Current
PRINCIPAL
East Africa Institute of Certified Studies (Mombasa Campus)
02.2019 - 04.2019
H.O.D
East Africa Institute of Certified Studies (Mombasa Campus)
06.2017 - 01.2019
Lecturer
East Africa Institute of Certified Studies (Mombasa Campus)
05.2017 - 02.2019
ATTACHMENT
Nzoia Sugar Company
05.2015 - 08.2015
B.Sc. - Information Technology
Masinde Muliro University of Science and Technology
08.2012 - 05.2016
TRAINER OF TRAINERS
Arid Lands Information Network
01.2012 - 04.2012
TECH SUPPORT
Avanti IT Support
12.2010 - 01.2012