Nestory Matano
Nairobi
Summary
Results-driven IT professional with over 8 years of experience in IT Helpdesk support and leadership, holding a Bachelor’s and Diploma in Information Technology. Skilled in team supervision, technical support, client relationship management, and cross-functional collaboration. Adept at problem-solving, improving processes, and delivering excellent service outcomes. Seeking to leverage technical background, leadership experience, and strong interpersonal skills to excel as an Executive Partner at Athena, providing high-level support and partnership to executives.
Overview
8
8
years of professional experience
1
1
Certification
Work History
IT Helpdesk Supervisor
Interways Works Limited
Nairobi
02.2022 - 04.2022
- Supervised a team of IT helpdesk officers, ensuring timely resolution of technical issues and maintaining high customer satisfaction.
- Acted as a liaison between management, staff, and clients, fostering strong communication and collaboration.
- Monitored performance metrics and prepared reports for senior management.
- Trained and mentored junior staff, improving efficiency and reducing resolution time by 20%.
- Coordinated cross-departmental tasks and supported executives with IT-related needs.
IT Helpdesk Officer
SGS Kenya Limited
Mombasa
01.2014 - 12.2021
- Provided first-line IT support to staff, resolving hardware, software, and network issues.
- Delivered high-quality customer service and technical guidance to non-technical users.
- Logged, tracked, and resolved support tickets within SLA timelines.
- Assisted in system upgrades and deployments, ensuring smooth transitions.
- Collaborated with vendors and IT teams to escalate complex issues.
Education
Bachelor of Science - Information Technology
Jomo Kenyatta University
06-2012
Diploma - Information Technology
Jomo Kenyatta University
07-2010
Skills
- User & System Support
- IT Helpdesk & Technical Troubleshooting
- Client & Stakeholder Management
- Team Leadership & Supervision
- Process Improvement & Documentation
- Communication & Interpersonal Skills
- Task Prioritization & Time Management
- Adaptability & Problem-Solving
Certification
- Google Workspace Administration
- Microsoft Certified Azure Fundamentals
- Microsoft Azure Data Fundamentals
- Microsoft Office 365 Administration
- Google IT Support
- Generativa AI
Accomplishments
- Reduced helpdesk ticket backlog by 30% through proactive supervision and process improvements.
- Recognized for excellent client support and communication, resulting in improved satisfaction scores.
- Led a cross-functional project that enhanced IT response efficiency across departments.
Timeline
IT Helpdesk Supervisor
Interways Works Limited
02.2022 - 04.2022
IT Helpdesk Officer
SGS Kenya Limited
01.2014 - 12.2021
Bachelor of Science - Information Technology
Jomo Kenyatta University
Diploma - Information Technology
Jomo Kenyatta University
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