MICHAEL OMORO
Nairobi
Summary
Versatile Support Specialist skilled handling data, technical issues and personnel support tasks in distributed environment. Self-motivated and attentive with good interpersonal and problem-solving abilities. Offering 10 years of experience in Academic Industry.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Senior ICT Support Specialist
Kenyatta University Kenya
2014.08 - Current
- Provide Technical support to users and address any relevant issues to computer system by handling average of 200 tickets, calls and emails daily.
- Ensuring Systems Integrity, Availability and Security to both email and computer systems through Eset security platform
- Receive tickets, analyses and document before forwarding to relevant sections for further actions as stipulated in service charter
- Handle user access rights and permissions as per their job descriptions and responsibilities
- Configure and troubleshoot Local Area Network and WiFi Network equipment including Eduroam extensions
- Conduct training sessions for both staff and students in regard safe computer use
- Install and configure software and hardware, relocate and upgrade computer systems
- Collaborate with ICT vendors when necessary; participate in procurement of ICT Equipment
- Provide support services for hardware and software, carry out quarterly system maintenance and document inventory regularly.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Optimized internal workflows to expedite incident escalations, leading to faster problem-solving efforts from specialized teams.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
- Managed high-priority tickets with professionalism, ensuring timely resolutions while maintaining excellent rapport with clients.
- Mentored junior team members in mastering complex technical concepts, bolstering the overall capabilities of the support unit.
- Enhanced user experience by providing comprehensive troubleshooting guidance for various software and hardware systems.
- Conducted regular assessments of support processes, making necessary refinements to enhance service quality continuously.
- Improved customer satisfaction by addressing and resolving technical issues swiftly and efficiently.
- Utilized ticketing system to track customer requests and prioritize urgent needs.
- Facilitated seamless software upgrades by guiding users through change management processes effectively.
- Troubleshot hardware, software and network issues to identify and rectify discrepancies.
- Delivered exceptional remote support services by leveraging advanced diagnostic tools and methodologies.
- Established knowledge base for efficient issue resolution, reducing ticket backlog significantly.
- Installed and maintained hardware and computer peripherals to enhance and upgrade performance.
- Installed malware to protect software from virus and cyber attacks.
Campus Management Board Member
Kenyatta University Kenya
2018.05 - 2020.05
- Took part in formulating policies and guidelines to ensure efficient management of the campus as well as maintain the quality assurance standards in all programmes offered.
- Collaborated with other board members to develop and execute programs and initiatives to advance organizational mission, resulting to the campus being ISO 9001:2015 certified in June 2018
- Drove strategic planning efforts to align with company vision and long-term objectives.
- Enhanced board effectiveness by implementing innovative strategies and best practices that saw the campus recording the highest post graduate students' enrollment in 2018 among the Kenyatta University Satellite Campuses.
- Developed and implemented strategies to drive organizational growth and development.
- Streamlined decision-making processes for improved company performance and growth.This led to the institution being the first satellite Campus to be accredited by Commission for University Education in Western Kenya
- Recommended policy changes that improved operational efficiency without sacrificing quality .
Computer Technologist
University of Nairobi
2012.05 - 2014.07
- Enhanced efficiency at The University of Nairobi by fixing various faults on ICT equipment leading to cost saving and resource management
- Participated in Web content Management at The University of Nairobi leading to positive results in webometrics ranking by regularly updating Kisumu Campus web page for visibility purposes
- Trained over 300 staff and students quarterly on safety procedures when handling ICT apparatus resulting to reduction of unnecessary tear and wear hence saving operation costs.
- Maintained all Company critical hardware– Servers, Routers, Switches, Access points, PCs, UPS, Printers, Projectors, Security cameras, and ensured that IT equipment have latest updates fixes, patches and service packs installed.
- Mentored junior team members to enhance their technical skills and improve overall team productivity.
- Coordinated inventory supplies and equipment to maximize team productivity.
- Reduced downtime for critical systems through proactive maintenance and timely troubleshooting.
- Conducted comprehensive system analysis to identify areas for improvement, leading to more streamlined operations and reduced costs.
- Delivered exceptional customer support by resolving technical issues promptly and effectively, leading to increased client satisfaction and retention.
- Proactively identified opportunities for process improvements which led to substantial time savings within the organization.
- Established a culture of continuous learning and professional development within the technology team, enhancing overall skills and capabilities.
- Improved end-user experience with targeted training sessions and ongoing support, resulting in increased user proficiency and satisfaction.
- Created detailed technical documentation for internal use as well as client-facing materials, fostering better understanding of complex concepts among all parties involved.
- Modified, maintained, or repaired electronics equipment or systems to achieve proper functioning.
Education
Bachelor of Science - Information Technology
KCA University
Nairobi11.2023
Cert. Information Technology -
Kisii University
Kericho11.2015
Diploma - Information Technology(MOD I&II)
KIPS Technical College
Nairobi08.2009
Skills
- Helpdesk operations
- Cybersecurity
- Remote Support
- System Configuration
- Network Troubleshooting
- Training and coaching
- Microsoft 365
- Data Protection
- SLA Compliance
- Ticket management
- Trend Analysis
- Security Protocols
Certification
- ITILv4 Foundation Certification-ICT Authority of Kenya
- Advanced Cybersecurity – Kenya Education Networks
- Advanced Excel- ICT Authority of Kenya
- Data Privacy and protection-ICT Authority of Kenya
- Cybersecurity Awareness -CISCO, Kenyatta University
- Hardware Repair & Maintenance-Baseband Communications Network Ltd.
Accomplishments
- 2022-2023: Appointed to the procurement committee evaluating the tendering process of Digital equipment for the university to be used in the E-learning department, a process that was successful in ensuring high quality computers, laptops, tablets, printers and scanners procured.
- 2020-2023: Led a team of ICT 5 Technicians in carrying out System optimization between January 2020-July 2023 at Kenyatta University, Main Campus. This enhanced efficiency and reliability of the systems and cutting operation costs due to proper maintenance performed during the process.
- 2016-2018: Credited for Spearheading ICT Unit-Kericho Campus to emerge first out of 13 campuses of Kenyatta University in the 2017/2018 Customer Satisfaction Survey conducted by Associate Consulting Africa Ltd.
- 2015-2019: Revamped the ICT Infrastructure in Kenyatta University Kericho Campus through risk mitigation, Quality Assurance compliance and Helpdesk support leading to Kericho Campus made the support center for e-leraning across western Kenya Campuses. Thus increasing student enrollment. As a result, my appointment to head ICT Unit and later elevation to the Campus Management Board in 2018.
Languages
English
Swahili
Luo
Sign Language
References
Available upon request.
Timeline
Campus Management Board Member
Kenyatta University Kenya
2018.05 - 2020.05
Senior ICT Support Specialist
Kenyatta University Kenya
2014.08 - Current
Computer Technologist
University of Nairobi
2012.05 - 2014.07
Bachelor of Science - Information Technology
KCA University
Cert. Information Technology -
Kisii University
Diploma - Information Technology(MOD I&II)
KIPS Technical College
- ITILv4 Foundation Certification-ICT Authority of Kenya
- Advanced Cybersecurity – Kenya Education Networks
- Advanced Excel- ICT Authority of Kenya
- Data Privacy and protection-ICT Authority of Kenya
- Cybersecurity Awareness -CISCO, Kenyatta University
- Hardware Repair & Maintenance-Baseband Communications Network Ltd.
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