Summary
Overview
Work History
Education
Skills
Professional Development
References
Timeline
Generic

MERCY MUCHIRI

Nairobi

Summary

IT Operations Support Specialist with 6+ years of experience in managing and troubleshooting a wide range of technologies. Skilled in diagnosing hardware and software issues, ensuring data backups, and managing user accounts. Proven track record of securing systems, managing IT budgets, and negotiating vendor contracts. Certified in Digital Marketing. Experience in training end-users and collaborating with cross-functional teams to deliver successful IT projects.

Overview

6
6
years of professional experience

Work History

Data Engineer

Senan Group
01.2024 - Current
  • Experience in managing and implementing Purview Compliance solutions within the Office 365 ecosystem. My expertise encompasses a broad range of compliance and data governance tasks, ensuring that organizational data is secure, compliant, and efficiently managed.

Group System Administrator

CKL AFRICA LIMITED
01.2021 - 12.2023
  • Identified IT Service incidents, logging them in and prioritizing them in the service desk platform
  • Securing Systems: I was responsible in maintaining security systems to prevent unauthorized access, viruses, and other security threats
  • This was done by installing anti-virus on machines, firewall ie sophos, implementing password policies Managed Data Backups by ensuring that all data is backed up regularly and that data recovery procedures are in place in case of a disaster
  • User Account Management: Managed user accounts, which included adding and removing accounts, controlling entry privileges, and changing passwords
  • Engage in dialogue with suppliers to make sure they are adhering to the terms of the contract, renew agreements as required, and bargain contract modifications as needed
  • Provided colleagues who are off-site and outside of Kenya with remote assistance
  • This might entail using remote access software to resolve problems, set up systems, upgrades and offer other technological assistance
  • Involved in setting up, supporting and guiding users in a seasonal promo in field force system (Macmobile)
  • System management, supporting and maintaining operational systems, databases, and software applications
  • This includes and not limited to system implementation, troubleshooting issues, and ensuring data accuracy and integrity
  • Budgets Taking into account emerging technologies: Prioritizing those that will have the biggest impact on the organization's success, weighing the costs and benefits of adopting new technologies, and presenting them to my immediate supervisor for approval
  • Identifying all OpEx expenses related to the organization's IT procedures and systems
  • This covers ongoing expenditures in the organization, such as licensing fees, maintenance and support fees, hardware and software upgrades, and other costs, and making sure they are paid within the allotted time frame
  • Training Training and assistance with new software and technology platforms
  • Assisting users in understanding the operation of new systems and providing instructions on how to use them
  • Microsoft Office 365,Helpdesk service system for example Projects Involved in different projects across the organization, example Mzawadi project, a collaboration between the marketing team and IT
  • A project that would allow our customers to redeem points for the various purchases of products made from us.
  • Provisioned new software and hardware for use, following established security policies.
  • Managed user access rights to maintain a high level of information security while ensuring appropriate levels of accessibility for authorized personnel.
  • Supported the implementation of new technologies by providing technical expertise and training to colleagues as needed.
  • Managed onboarding and offboarding of employees.
  • Installed important security and functionality patches to maintain optimal protections against intrusion and system reliability.
  • Enabled smooth transitions during hardware and software upgrades, minimizing disruptions to endusers.
  • Diagnosed and resolved complex technical issues through in-depth analysis, facilitating uninterrupted business operations.
  • Assisted in capacity planning efforts to ensure sufficient resources were available for future growth while avoiding unnecessary expenses related to underutilized assets, for instance improving the performance of laptops by installing SSD as opposed to buying new ones.
  • Increased efficiency in the workplace by ensuring seamless integration of new applications into existing systems, achieved through APIs that could get information from one system to another.
  • Reduced downtime by proactively identifying and resolving potential issues through thorough system monitoring.
  • Enhanced system performance by optimizing server configurations and implementing regular updates.
  • Collaborated with key stakeholders across multiple departments to assess operational needs and develop tailored solutions that met organizational objectives, through customization of reports in the ERP to improve efficiency
  • Ensured optimal system availability by managing backup schedules and verifying successful completion of backups regularly.
  • Evaluated emerging technologies for relevance within the organization''s infrastructure, making recommendations based on potential benefits or risks involved with adoption/integration processes.
  • Implemented proactive maintenance plans that resulted in extended equipment lifespan and reduced repair costs over time, installation of SSDs on machines to reduce the purchases of new machines.
  • Designed and evaluated WAN and LAN connectivity technologies.

IT Assistant

Qaribuinn Hotel
07.2018 - 12.2020
  • Setting up and administering the hotel's network infrastructure
  • To ensure the network is stable and safe, this involved configuring switches, routers, access points, and firewalls
  • Supporting Hotel Applications: This included bookkeeping software, point-of-sale (POS) systems, and property management systems (PMS)
  • Resolved problems, delivered instructions, and guaranteed that systems operated properly
  • System upgrades, hardware and program installations, and other IT-related tasks are all part of managing IT projects,ensuring that these tasks are finished on schedule, within the allotted budget, and to the necessary requirements
  • Analyzing customer feedback on IT services and used it to enhance the total guest experience
  • This involved resolving any issues or concerns brought up by visitors and making adjustments to the hotel's IT infrastructure and services
  • Trainning hotel employees on how to use the IT resources and services offered to visitors
  • This included instruction on how to configure and set up visitor devices, how to resolve technical problems, and how to guarantee data protection
  • Responsible for purchasing IT hardware and software for the company, liaising with vendors to negotiate discounts, place orders, and guarantee prompt delivery
  • Ensuring that while using the hotel's IT systems and services, guests' sensitive and personal data was kept private and safe
  • This entailed setting in place security measures like firewalls, antivirus programs, and password rules.
  • Collaborated with IT team to successfully complete large projects within strict deadlines.
  • Assisted in network maintenance, ensuring smooth connectivity for all users.
  • Optimized hardware performance through regular maintenance checks and upgrades when necessary.
  • Managed inventory of IT equipment by organizing consistent stock tracking and ordering processes, avoiding shortages or excesses.
  • Responded to queries on phone, via email or through IT ticketing system.
  • Streamlined communication channels through the installation and configuration of VoIP systems.
  • Trained new employees on company-specific software applications, facilitating faster integration into work processes.
  • Provided timely technical support to employees, minimizing downtime and maintaining workflow continuity.
  • Collaborated with cross-functional teams on various projects, fostering a positive working environment that encouraged knowledge sharing.
  • Patched software and installed new versions to eliminate security problems and protect data.
  • Collaborated with vendors to locate replacement components and resolve advanced problems.

Group IT Intern

CKL Africa Ltd And Analabs Ltd
01.2018 - 06.2018
  • Helped the IT staff at the time upgrade the ERP software, from Syspro version 7 to Syspro version 8
  • Training the various HODs to conduct appraisals for their team members through, a HR system in the organization
  • Help Desk Support is in charge of taking calls, sending emails, and opening tickets for problems with IT
  • Helping end users with technical problems they run into, like program installations, password resets, and troubleshooting network connectivity issues.
  • Delivered assistance and support for team-based IT projects.
  • Supported IT department in handling technology rollout and maintenance.

Education

Bsc Information Technology -

Karatina University
01.2017

Skills

  • SQL
  • Elastic PBX
  • Syspro ERP
  • Networking
  • Sage VIP
  • Microsoft O365
  • Ubuntu WI-FI access Platform
  • Data Governance
  • Backup and recovery
  • Requirements Gathering
  • Technical Support

Professional Development

  • CompTIA Network+
  • CompTIA Security+
  • Cyber Security
  • Product Management Certificate
  • Privacy Law and Data Protection

References

Available upon request.

Timeline

Data Engineer

Senan Group
01.2024 - Current

Group System Administrator

CKL AFRICA LIMITED
01.2021 - 12.2023

IT Assistant

Qaribuinn Hotel
07.2018 - 12.2020

Group IT Intern

CKL Africa Ltd And Analabs Ltd
01.2018 - 06.2018

Bsc Information Technology -

Karatina University

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MERCY MUCHIRI