PAUL MUNGAI MWANGI
IT Network Support Technician
Nairobi, Nairobi Province,30
Summary
Passionate about organizational success and personal growth, excels in identifying and addressing areas of improvement, fraud, and errors independently. Thrives in high-pressure environments, dedicated to continuous learning and quick adaptation to new challenges. Values teamwork, honesty, and self-motivation, eager to contribute significantly to a dynamic company that fosters growth opportunities. Professional with strong background in network support and troubleshooting. Adept at ensuring network reliability, managing system updates, and optimizing performance. Known for effective collaboration and adaptability in dynamic environments. Skilled in network administration, problem-solving, and customer service. Reliable team player focused on delivering results.
Results-driven IT professional prepared for Network Support Technician role. Proven expertise in diagnosing and resolving network problems, contributing to enhanced system reliability. Known for strong teamwork and adaptability, ensuring seamless support in dynamic environments. Proficient in network configuration, troubleshooting, and customer service.
Overview
17
17
years of professional experience
15
15
years of post-secondary education
1
1
Language
Work History
IT / Network Support Technician
Christina D Hotel
Nairobi, Nairobi
11.2022 - Current
- Diagnosed and resolved 50+ weekly technical issues involving computers, software, printers, and peripherals, ensuring consistent operational uptime.
- Installed and configured 100+ new hardware and software setups, including desktops, laptops, printers, and enterprise software.
- Installed and maintained 30+ CCTV cameras, enhancing office and site security monitoring capabilities.
- Performed routine maintenance on 200+ systems, implementing software updates and hardware upgrades that reduced downtime by 30%.
- Provided Tier 1 and Tier 2 technical support to users via phone, email, and in person, achieving a 95% customer satisfaction rate.
- Troubleshot and resolved 70+ monthly network issues, including LAN, WAN, and Wi-Fi connectivity problems.
- Installed cabling, routers, and telephone systems to support data and voice networks; ran 100+ meters of cabling during expansion projects.
- Coordinated with external vendors for fiber installations, ensuring timely and compliant infrastructure delivery.
- Traveled to 5+ remote locations for on-site node installation and software rollouts, improving system consistency across offices.
- Logged, escalated, and resolved all support tickets with detailed documentation, reducing unresolved cases by 40%.
- Delivered user training for 50+ employees, increasing digital literacy and reducing repeated support requests.
- Evaluated network security measures and recommended upgrades, resulting in a 20% reduction in cybersecurity incidents.
- Maintained accurate inventory records of networking and computer equipment, streamlining procurement and reducing downtime.
- Participated in cross-functional team initiatives, contributing to successful project delivery and infrastructure upgrades.
- Championed best IT practices within the support team, promoting a culture of efficiency and proactive maintenance.
IT Technical Consultant
Eurobag industries, Kenya
Thika, Kenya
11.2021 - 08.2023
- Diagnosed and resolved 50+ weekly technical issues involving computers, software, printers, and peripherals, ensuring consistent operational uptime.
- Installed and configured 100+ new hardware and software setups, including desktops, laptops, printers, and enterprise software.
- Installed and maintained 30+ CCTV cameras, enhancing office and site security monitoring capabilities.
- Performed routine maintenance on 200+ systems, implementing software updates and hardware upgrades that reduced downtime by 30%.
- Provided Tier 1 and Tier 2 technical support to users via phone, email, and in person, achieving a 95% customer satisfaction rate.
- Troubleshot and resolved 70+ monthly network issues, including LAN, WAN, and Wi-Fi connectivity problems.
- Installed cabling, routers, and telephone systems to support data and voice networks; ran 100+ meters of cabling during expansion projects.
- Coordinated with external vendors for fiber installations, ensuring timely and compliant infrastructure delivery.
- Traveled to 5+ remote locations for on-site node installation and software rollouts, improving system consistency across offices.
- Logged, escalated, and resolved all support tickets with detailed documentation, reducing unresolved cases by 40%.
- Delivered user training for 50+ employees, increasing digital literacy and reducing repeated support requests.
- Evaluated network security measures and recommended upgrades, resulting in a 20% reduction in cybersecurity incidents.
- Maintained accurate inventory records of networking and computer equipment, streamlining procurement and reducing downtime.
- Participated in cross-functional team initiatives, contributing to successful project delivery and infrastructure upgrades.
- Championed best IT practices within the support team, promoting a culture of efficiency and proactive maintenance.
Network Technical Consultant
The Nile Institute, Thika, Kenya
Thika, Friesland
11.2012 - 08.2020
- Managed 5–7 client projects simultaneously, meeting 100% of deadlines while maintaining high-quality deliverables through exceptional time management.
- Partnered with sales teams on 20+ enterprise deals, delivering product demos, addressing technical objections, and contributing to a 30% increase in quarterly sales conversions.
- Delivered rapid technical support to 100+ users, reducing average response time to under 1 hour, and cutting client-reported downtime by 40%.
- Conducted monthly training sessions for internal teams (10–15 members), improving tool adoption rates and cross-functional knowledge sharing.
- Analyzed client needs and designed customized solutions, contributing to client satisfaction scores of 4.8/5 and repeat business from 70%+ of accounts handled.
- Trained 60+ end-users during onboarding and software rollouts, accelerating adoption by 35% and reducing help desk tickets.
- Led internal process improvement initiatives, resulting in a 20% reduction in project delivery time and enhanced team efficiency.
- Authored and maintained 40+ technical documents, including SOPs, system specs, and user guides for both internal use and external client distribution.
- Drafted technical requirement documentation for 10+ major product launches, ensuring alignment between client expectations and development output.
- Fostered long-term relationships with over 50 clients, resulting in a 25% boost in retention and consistent upsell opportunities across multiple verticals.
Help Desk Support Technician
Thika Computer Consultants, Thika, Kenya
11.2011 - 09.2012
- Supported over 70 teammates daily to efficiently and accurately retrieve thousands of client's data over the telephone, and screen-sharing software.
- Repaired laptops, printers, Electrical appliances, installed CCTV cameras.
- Provided desktop and laptop support on all versions of Windows.
- Troubleshot wired, wireless, and Hot-Spot networking issues.
- Tracked and escalated technical issues via a proprietary ticketing system.
- Troubleshot logon issues with Check Point Secure Client VPN.
- Generated reports that reflected daily operations to track project completion status in Microsoft Excel and Access.
- Proposed changes in software used to create a more efficient and smoother working environment within the company.
- Maintain and administer computer networks and related computing environments including computer hardware, systems software, applications software, and all configurations.
- Perform data backups and disaster recovery operations.
- Diagnose, troubleshoot, and resolve hardware, software, or other network and system problems, and replace defective components when necessary.
- Plan, coordinate, and implement network security measures to protect data, software, and hardware.
- Configure, monitor, and maintain email applications or virus protection software.
- Operate master consoles to monitor the performance of computer systems and networks, and to coordinate computer network access and use.
- Confer with network users about how to solve existing system problems
Help Desk Support Technician
Wawai enterprises, Nairobi, Kenya
01.2011 - 09.2011
- Installed, configured, tested and maintained operating systems, application software, and system management tools.
- Utilized analytical skills to assess patterns in help desk requests, identifying areas for improvement and recommending process changes.
- Streamlined help desk processes by implementing efficient ticketing system, reducing response time and increasing productivity.
- Developed strong relationships with vendors and suppliers, negotiating favorable contracts for hardware and software purchases.
- Evaluated emerging technologies for potential benefits in streamlining internal processes or enhancing user experience.
- Reduced wait times for help desk assistance by introducing self-service options through an online portal, empowering users to resolve common issues independently.
- Implemented automated monitoring tools to proactively detect potential network issues before they escalated into larger problems.
- Assisted in the successful migration of company systems to new platforms, minimizing disruption to business operations.
- Managed inventory control for IT equipment, ensuring availability of critical resources when needed for repairs or replacements.
- Resolved complex technical issues with innovative solutions, contributing to a significant reduction in downtime.
- Contributed to the development of disaster recovery plans, ensuring business continuity in the event of a data breach or system failure.
- Collaborated with cross-functional teams to identify root causes of recurring problems and implemented long-term solutions.
- Delivered training sessions on new software applications and IT best practices, improving employee proficiency and reducing support requests.
- Maintained strict adherence to data privacy regulations by implementing security measures throughout the IT infrastructure.
- Supported the onboarding of new employees by setting up workstations and providing training on internal systems, ensuring a smooth transition into the organization.
- Enhanced customer satisfaction by providing timely and accurate technical support for hardware and software issues.
- Conducted regular system audits to proactively identify potential issues and recommend improvements.
Internship (Computer Science Department)
Idego Systems
Nairobi, Nairobi
01.2009 - 04.2009
- Managed entire network of over 40 computers as a Network administrator.
- Spearheaded the complete makeover and efficiency of network, leading to less network and software issues.
- Upgraded and resolved problems with Windows computer hardware components.
- Troubleshoot wireless and wired networking issues with Cisco switches and Cisco routers.
- Supported staff members in their daily tasks, reducing workload burden and allowing for increased focus on higher-priority assignments.
- Gained valuable experience working within a specific industry, applying learned concepts directly into relevant work situations.
- Analyzed problems and worked with teams to develop solutions.
- Contributed to a positive team environment by collaborating with fellow interns on group projects and presentations.
- Participated in workshops and presentations related to projects to gain knowledge.
- Gained hands-on experience in various software programs, increasing proficiency and expanding technical skill set.
- Prepared project presentations and reports to assist senior staff.
- Developed organizational skills through managing multiple tasks simultaneously while adhering to strict deadlines.
- Explored new technologies and approaches to streamline processes.
- Utilized strong communication abilities during presentations which led to increased understanding among colleagues regarding project goals and objectives.
- Conducted research for various projects, leading to well-informed decisions and successful outcomes.
- Prepared comprehensive reports summarizing data analysis findings, informing key decision-makers of important trends and patterns.
- Conducted comprehensive market research to inform strategic planning.
- Provided exceptional customer service by promptly addressing inquiries, ensuring a high level of satisfaction among clientele.
Education
Bachelors - Computer Science
Mount Kenya University
Nairobi, Kenya 01.2007 - 01.2010
Diploma - Computer
Egerton University
Nakuru 01.2006 - 11.2006
Kenya Certificate of Secondary Education - Kenya Certificate of Secondary Education
Rumuruti Boys
Nakuru 01.2001 - 01.2005
Kenya Certificate of Primary Education -
01.1993 - 01.2000
Skills
Excellent communication skills, Customer service skills
Career Statement
To become a viable change in any organization as I ambitiously pursue goals that are beneficial to the organization and to my personal development in skills and in Technology.
Personal Information
Areas Of Expertise
Strong understanding of computer hardware, software, and networks., Ability to diagnose and resolve technical issues effectively., Excellent communication skills for interacting with users and documenting issues., Polite, patient, and helpful when interacting with users., Ability to prioritize and manage multiple support requests efficiently.
Special Skills And Competencies
- Able to demonstrate a high standard of customer service.
- Competent user of Tally ERP, Microsoft Office (Word, Excel, PowerPoint, Publisher, Outlook, Project).
- Ability to act on own initiative.
- Capable of following procedures and systematic processes.
- Having a methodical and accurate approach to work activities.
- Finding solutions to issues and problems.
- Positive attitude, energetic approach and self-motivated.
- Capable of influencing the opinions of customers.
- Able to handle complaints, aggressive customers and difficult situations.
Timeline
IT / Network Support Technician
Christina D Hotel
11.2022 - Current
IT Technical Consultant
Eurobag industries, Kenya
11.2021 - 08.2023
Network Technical Consultant
The Nile Institute, Thika, Kenya
11.2012 - 08.2020
Help Desk Support Technician
Thika Computer Consultants, Thika, Kenya
11.2011 - 09.2012
Help Desk Support Technician
Wawai enterprises, Nairobi, Kenya
01.2011 - 09.2011
Internship (Computer Science Department)
Idego Systems
01.2009 - 04.2009
Bachelors - Computer Science
Mount Kenya University
01.2007 - 01.2010
Diploma - Computer
Egerton University
01.2006 - 11.2006
Kenya Certificate of Secondary Education - Kenya Certificate of Secondary Education
Rumuruti Boys
01.2001 - 01.2005
Kenya Certificate of Primary Education -
01.1993 - 01.2000
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