Loise Ng'ang'a
ICT Technician
Nairobi
Summary
A dedicated and results-oriented ICT Professional with a proven track record in designing, optimizing, and administering ICT systems Adept at network administration, system administration and IT security with comprehensive expertise in hardware installation, configuration, and maintenance in alignment with ICT standards and policies. Eager to contribute technical expertise and strategic insights to drive the success of ICT initiatives in a dynamic organizational setting.
Overview
13
13
years of professional experience
6
6
years of post-secondary education
6
6
Certifications
2
2
Languages
Work History
ICT Service Desk Technician
Kenya Airports Authority (KAA) Kenya
02.2021 - Current
- Resolving logged IT Support calls promptly and effectively, resulting in increased user satisfaction
- Supporting the network infrastructure within KAA premises, conducting necessary maintenance and upgrades for optimal performance
- Conducted training sessions for end users on various applications to maximize the utilization of ICT resources
- Providing comprehensive support for Flight Information System Distribution FIDS administration at JKIA, ensuring seamless operation on various screens
- Installing and configuring LAN and Wireless Network setups for users at JKIA, enhancing connectivity and accessibility
- Managing the ICT user support Service Desk, resolving 400 logged IT Support calls promptly and effectively.
Customer Service
Kenya Airports Authority (KAA) Kenya
06.2014 - 02.2021
- Maintained high customer satisfaction levels by upholding service standards, resulting in increase in overall satisfaction
- Facilitated passenger experiences by providing assistance on passports, visas, immigration, and baggage services
- Coordinated with stakeholder service providers to ensure smooth processing of passengers
- Disseminated timely information through various channels, facilitating effective communication on passengers and flights
- Facilitated VIPs, providing personalized service to meet their unique travel requirements
- Maintained FIDS, PAS, and Paging System, recording customer feedback for continuous improvement.
Corporate Communications Assistant
Kenya Commercial Bank (KCB) Kenya
06.2011 - 09.2011
- Managed both external and internal communications using various communication systems, ensuring clear and efficient dissemination of information
- Actively participated in Corporate Social Responsibility CSR initiatives, notably contributing to the "Kenyans for Kenyans" campaign, showcasing commitment to community engagement
- Played a role in designing content for marketing campaigns, contributing creative input to promotional strategies and enhancing brand messaging
- Assured the quality of communication materials by meticulously proofreading content before launch, ensuring accuracy and professionalism in all external and internal communications.
Education
Kenya Certificate of Secondary Education -
Kabare Girls
01.2004 - 05.2007
Bachelor of Business Information Technology -
Jomo Kenyatta University of Agriculture & Technology
05.2009 - 05.2012
Skills
Communicaion, Customer Service, Time Management, Adaptability, Technical Proficiency, Leadership and Team Collaboration
undefinedCertification
NSE 1,2 & 3 Network Security Associate-Fortinet.
Affiliations
- Member of the Gender and Disability Mainstreaming Committee | KAA | July 2021
- Member of the Safety Action Group (SAG) | JKIA | June 2021
- Member of the Occupational Safety & Health Committee | JKIA | Nov 2019
References
Stephen Manduku,
Systems Administrator,
Kenya Airports Authority,
254 721944067,
stephen.manduku@kaa.go.ke
Douglas Nasio,
Public Health Specialist,
Porthealth Services,
254 720383312
dnasio9@gmail.com
Billy Mild Chemwe,
Tech Support Lead,
Talkscoms Ltd,
254 721908861
billy.mild@talkscoms.co.uk
Timeline
NSE 1,2 & 3 Network Security Associate-Fortinet.
05-2023
Airport Baggage Handling Systems (BHS) & Hold Baggage Screening (HBS) Design and Management Course-International Civil Aviation Authority.
08-2022
Prince2 Foundation Certificate in Project Management-People Cert.
08-2021
ITIL Foundation Certificate in IT Service Management-People Cert.
08-2021
ICT Service Desk Technician
Kenya Airports Authority (KAA) Kenya
02.2021 - Current
Chinese HSK1 and HSK2 certification, Confucious Institute of Hanban (UON)
04-2019
Customer Service
Kenya Airports Authority (KAA) Kenya
06.2014 - 02.2021
CCNA Certification -JKUAT
08-2012
Corporate Communications Assistant
Kenya Commercial Bank (KCB) Kenya
06.2011 - 09.2011
Bachelor of Business Information Technology -
Jomo Kenyatta University of Agriculture & Technology
05.2009 - 05.2012
Kenya Certificate of Secondary Education -
Kabare Girls
01.2004 - 05.2007
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