Nelly Kirisia

• Excellent communication skills, both verbal and written. This boosted the ICT department's performance because of clear communication on the project's completion.
• Cultivated interpersonal skills by building positive relationships with all stakeholders in the performance management process.
• Demonstrated creativity and resourcefulness through the development of innovative solutions.
• Participated in team projects, demonstrating an ability to work collaboratively and effectively.
• Demonstrated a high level of initiative and creativity while tackling difficult tasks.
• Exercised leadership capabilities by successfully motivating and inspiring others.
• Assisted with day-to-day operations, working efficiently and productively with all team members.
• Developed and maintained courteous and effective working relationships.
• Worked well in a team setting, providing support and guidance.
• Demonstrated strong organizational and time management skills while managing multiple projects.
• Used critical thinking to break down problems, evaluate solutions and make decisions.
• Skilled at working independently and collaboratively in a team environment.

• Resolved malfunctions with systems and programs through troubleshooting.
• Provided client support on system operation and troubleshooting.
• Resolved or escalated problem tickets to resolve user issues.
• Performed system analysis, documentation, testing, implementation, and user support for platform transitions.
• Educated stakeholders on data protection tactics to reduce breaches.
• Organized system operating procedures to strengthen controls.
• Enhanced interfaces to promote better functionality for users.
• Investigated system issues and implemented resolutions to reduce downtime.
• Monitored employee tasks to gauge business functions and inefficiencies.
• Defined and documented scope of projects for distribution to team.
• Established specifications and coordinated production with software programmers.
• Developed diagrams to describe and lay out logical operational steps.
• Conducted system analysis and implementation to maintain and improve computer systems.

The Employee Self-Service Project was an implementation aimed at digitizing processes in the organization which include:

· Leave application process

· Time attendance and management.

· Travel requests

· Subsistence claims process and employee mileage application.

The digitization is done through the SharePoint platform with integration with SAP using Nintex solution.

Duties and Responsibilities.

· Guide the user interface team on the look and feel of the developed forms

· Provide guidance to the filing structure

· Guide in the design thinking of the project

· Guide all the concerned departments in providing documentation for the project.

· Participate in user training sessions.

The GDC Project Implementation Team was a team drawn from all departments in the organization for the following purposes in 3 operational areas in the quest to develop the geothermal resources:

• Project Implementation Monitoring and Evaluation
• Project Records & Information Management
• Project Procurement Monitoring
• Project Communication
• Project Financial Management, Record keeping & Disbursements
• Preparation of Donor Reports

My responsibility was to advise and provide expertise in Team document management, collaboration and access controls.

This i provide by introducing MS SharePoint and trained the team on how to use it.

• Minimized resource and time losses by addressing employee or production issue directly and implementing timely solutions.
• Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
• Coached team members in techniques necessary to complete job tasks.
• Directed and supervised team of 4 engaged in the Implementation of GDC Intranet based on the Microsoft SharePoint platform.
• Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
• Established open and professional relationships with team members to achieve quick resolutions for various issues.
• Held weekly team meetings to inform team members on company news and updates.

• Used ticketing systems to manage and process support actions and requests.
• Offered new customers training to reduce frustration and improve customer satisfaction.
• Assisted customers in identifying issues and explained solutions to restore service and functionality.
• Developed and tested new product offerings prior to release to assist development team in bug identification.
• Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
• Created help desk tickets, troubleshot and resolved desktop issues.
• Loaded software, granted permissions, and configured hardware for new employees as part of onboarding process.
• Wrote and reviewed tickets to request maintenance to various types of equipment.
• Provided Tier 1 IT support to non-technical internal users through desk side support services.
• Assigned system permissions and set up computers to assist with onboarding new employees
• Answered questions and provided information to customers about new software or hardware.
• Prepared new computers and mobile devices according to internal policies on standardized software and security deployments.
• Translated complex technical issues into digestible language for non-technical users.
• Collaborated with supervisors to escalate and address customer inquiries or technical issues.
• Documented support interactions for future reference.
• Promoted efficiency among departments with prompt resolution of system issues.