NANCY MUTHONI

• Providing exemplary leadership to the IT Service Desk analysts by facilitating resourcing, knowledge transfer, coaching, and succession planning to foster a supportive work environment and enhance employee satisfaction.
• Establishing performance goals and conducting routine performance reviews to ensure alignment with organizational objectives and individual development.
• Providing management oversight for IT service desk operations, Security Operations Center (SOC), and Network Operations Center (NOC) to ensure the organization's Technology services are monitored 24/7 across all the KQ destinations.
• Responsible for overseeing request fulfillment, incident management and problem management.
• Taking end-to-end ownership of major incidents and ensuring coordination of resolving parties, effective communication with stakeholders, and post-incident reviews.
• Monitoring the service desk environment against agreed service levels and identifying service improvements and developments.
• Acting as a point of contact during emergencies, providing guidance and support to the team to ensure swift and effective response to critical incidents.
• Managing the organization’s ITSM tool and ensuring the knowledge hub is of relevance to the team and members of staff
• Offering advanced technical expertise and guidance to service desk analysts to resolve intricate IT issues escalated by customers.
• Collecting and analyzing customer complaints and issues, customer feedback and satisfaction survey results to identify areas for improvement and implement strategies to enhance service quality.
• Generating and presenting regular reports on service desk performance metrics, including customer satisfaction scores, ticket volumes, and resolution timelines.
• Preparing regular updates and presentations for Technology management and stakeholders.
• Implementing changes to processes, procedures, tools, and training programs to optimize service desk performance and efficiency.
• Implementing improvements to increase efficiency and customer satisfaction.

• Oversee the delivery of IT services according to agreed-upon SLAs and operational standards.
• Identifying areas for service improvement and implementing measures to enhance service quality and efficiency.
• Coordinating with internal teams and external vendors to resolve service-related issues and escalations on time.
• Establishing and maintaining service-level agreements with internal stakeholders and external service providers.
• Monitoring SLA compliance and performance against agreed-upon metrics
• Reviewing and revising SLAs as necessary to reflect changing business requirements and service expectations.
• Building and maintaining strong relationships with internal customers and key stakeholders.
• Collaborating with customers to understand their evolving needs and ensure that IT services align with business objectives.
• Gemba walks in various business units both at the airport and headquarters to allow the Technology department to gain valuable insights into their technological needs and challenges, fostering a deeper understanding of their requirements.
• Managing relationships with external vendors and service providers involved in delivering IT services.
• Negotiating contracts, service agreements, and pricing terms with vendors to ensure value for money and quality of service.
• Evaluating vendor performance and conducting regular vendor reviews to assess service quality and adherence to contractual obligations.
• Developing and maintaining IT service continuity plans and procedures to ensure business resilience in the event of disruptions or disasters.
• Coordinating with relevant stakeholders to test and update continuity plans regularly and address any identified gaps or weaknesses.
• Overseeing the implementation of changes to IT services and infrastructure per change management processes
• Assess potential impacts of proposed changes on service delivery and mitigate risks to minimize disruptions to business operations

• Providing first-line technical support and troubleshooting assistance to end-users experiencing hardware, software, or network-related issues.
• Collaborating with other IT teams, such as network administrators, system administrators, and application developers, to resolve complex technical issues,ensuring that incidents are resolved within agreed-upon service level agreements (SLAs) and improve overall system performance.
• Monitoring IT systems, networks, and infrastructure for performance issues, errors, and security threats.
• Logging and tracking support requests in a ticketing system, ensuring accurate and detailed documentation of each case.
• Prioritizing and managing workload effectively, and addressing high-priority issues promptly.
• Promoting security best practices among end users, including password management, data protection, and awareness of phishing attempts, or other security threats.

• Resolving assigned IT incidents and services requests over the phone, email, walk-in customers or via visiting the end user workstation at the assigned location at the airport.
• Configuring end users’ devices, devices rollout and systems deployment, this includes Microsoft based desktops/laptops, MacBook’s, Android/IOS tablets or smartphones, baggage printers, ticket printers and IP-based telephony handsets.
• Troubleshooting problems with end user devices, systems, scanners, printers, telephony sets, and network devices.
• Supporting other IT processes such as equipment disposal, asset management, end user security, IT customer engagements and systems delivery projects
• Researching, identifying and suggesting possible improvements on IT policies and processes
• Identifying and reporting immediately to IT Management any potential IT risks in the user environment

(Stationed at West Indian Ocean Cable Company)

• Determining technical problems and resolving them for employees,answering enquiries on different applications, devices, and systems.
• Solving issues with laptops, printers, and internet connections.
• Assisting in purchasing new laptops (software and hardware), phones, and printers.
• Monitoring progress on problem resolution advises users on the status of issues and escalates as required.
• Setting up new employees’ accounts across all IT platforms in the organization.
• Providing swift responses to email and telephone requests for technical support.
• Producing detailed tickets of problems and solutions for internal review and learning.
• Acquiring and maintaining current knowledge of relevant product offerings and supporting policies to provide technically accurate solutions to all employees.

• Provided help desk support for software and hardware-related problems to all clients.
• Handled all technical queries through phone calls and emails.
• Ensured that support calls are logged and managed effectively and efficiently.
• Worked closely with software suppliers to resolve operational issues.
• Involved in the rollout of software updates and patches.
• Provided technical assistance to teammates.

• Configured computer software and hardware.
• Networking LAN and WAN.
• Mapped GIS Business in the county Data Entry.
• Setting up computer workstations.
• Support the IT team in maintaining hardware, software, and other systems.
• Assist with troubleshooting issues and provide technical support.