Mike Mbabu

• Conducting ICT services new students orientation
• Managing students laptop program; which includes purchasing, issuance and servicing/repairing
• ICT Services Training and Awareness which increases client satisfaction
• Handling requests on Request Tracker dashboard and quick resolution as per SLA
• Managing and assigning roles to users on Office 365/ azure platform for both students and staff
• Conducting bi-weekly ICT Clinics for students which to enhance their ICT experience and enjoy different services and products
• Conducting weekly back-ups and updates on University's exams server as well as creating new users on exam domain server and managing all offline exam machines.
• Remote management of networked printers
• In-depth knowledge of Microsoft Windows client operating systems, XP, Vista /Windows 7/10/11
• Managing printer server which includes creation of new users, recharging of printing credit, preparing monthly printing reports
• Enforcing information system security by giving users rights to shared drives within organization’s shared server space
• Troubleshooting of broad network infrastructure
• Annual PC maintenance which includes among other things ensuring all ICT equipment bear asset tags and thereof updating of ICT Inventory system
• Prevent risks that occur with unlicensed software by maintaining extensive list of software licenses and updates, ensuring current versions that is, ensuring adherence to ICT policies.
• Testing and rolling out of released versions of software and packages.
• IP telephony configuration and management through Elastix platform
• Active Directory management
• G-Suite administration
• Drove operational improvements which resulted in savings and improved profit margins
• Handled over 40 calls per day to address customer inquiries and concerns
• Participated in team-building activities to enhance working relationships
• Used coordination and planning skills to achieve results according to schedule
• Conducted research, gathered information from multiple sources and presented results
• Used critical thinking to break down problems, evaluate solutions and make decisions
• Identified issues, analyzed information and provided solutions to problems
• Increased customer satisfaction by resolving issues

• Increased students and lecturers satisfaction by resolving issues around classrooms and teaching venues.
• Created plans and communicated deadlines to complete projects on time.
• Provide first-line of support to Classroom, Auditorium and Meeting Room Technologies within agreeable timeframe.
• Research on Audio Visual Technologies.
• Manage AV Projects.
• Deploy Audio Visual Technologies in classes, auditoriums and meeting rooms.
• Inventory management of Classroom, auditoriums and meeting rooms AV Equipment.
• Maintenance and troubleshooting.
• ICT Services Training and Awareness.
• Reporting: escalate key issues/incidents/problems to management to facilitate corrective action

(Client Support and Networking)

Duties undertaken

• Setting up and servicing of networked projectors
• Crimping of network cables
• Timely response to user issues via phone or in person to sort out their network, hardware and software as well as keeping record of solutions provided to their issues, this helped IT team as well as other interns have ideas on how to solve certain user problems in future.
• Network troubleshooting using different commands
• Prevent risks that occur with unlicensed software by maintaining extensive list of software licenses and updates, ensuring current versions that is, ensuring adherence
• ICT policies Maintenance and installation of sound equipment in classrooms