Silvia Bungei
Nakuru, Nakuru
Summary
Results-driven IT professional with a strong background in technical support and audit compliance . Demonstrated expertise in network diagnostics and customer service, successfully minimizing accounting backlogs and enhancing team performance. Proficient in troubleshooting complex issues while fostering a collaborative work environment to achieve service goals.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Auditor, IT SUPPORT
Pharmaplus Pharmacy
Nairobi
01.2025 - Current
- Maintained adherence to established timelines for task completion.
- Oversaw end-to-end accounting processes and ensured compliance.
- Minimized internal accounting department backlogs by updating accounts and generating reports.
- Utilized advanced technical skills and expertise to troubleshoot complex problems and implement solutions.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Completed day-to-day duties accurately and efficiently.
- Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
- Provided support and guidance to colleagues to maintain a collaborative work environment.
- Assisted with customer requests and answered questions to improve satisfaction.
- Operated equipment and machinery according to safety guidelines.
- Devised strategies to boost overall team performance.
IT Technical Support Intern
KENYA REVENUE AUTHORITY
NAKURU
01.2025 - 12.2025
- Rendered technical assistance and resolved hardware/software problems.
- Kept up-to-date with current software advancements to boost expertise.
- Evaluated software or hardware to recommend improvements or upgrades.
- Oversaw configuration and setup of customer accounts.
- Tested application compatibility with various operating systems prior to installation on client machines.
- Conducted thorough analysis of support tickets to detect patterns.
- Upgraded existing hardware components as per company needs.
- Escalated complex issues to senior technical staff, ensuring proper follow-through until resolved.
- Maintained accurate records of all customer interactions using ticketing system software.
- Served as first point of contact for incoming technical service calls and emails.
- Partnered with colleagues to maintain accuracy in customer service interactions.
- Documented customer complaints and inquiries for use in technical documentation and bug tracking.
- Reviewed support cases for technical and troubleshooting accuracy and identified needed process improvements.
- Diagnosed and repaired computer systems, including laptops, desktops, tablets, printers, networks.
- Participated in training sessions designed to improve knowledge base related to IT operations.
- Developed customer service skills to effectively communicate with clients over the phone and through email.
- Assisted customers with password resets, account unlocks, and security settings adjustments.
- Resolved customer problems via phone, email, and chat, ensuring timely and effective solutions.
- Collaborated with the technical team to discuss recurring customer issues and develop long-term solutions.
- Installed applications on users' computers according to company standards.
- Performed routine maintenance and software updates on support tools and customer systems.
- Maintained records of data communication transactions, problems, and remedial actions or installation activities.
- Troubleshot hardware issues and worked with service providers to facilitate repairs for end users.
- Installed and performed minor repairs to hardware, software or peripheral equipment.
IT Technical Support Intern
KENYA CIVIL AVAIATION AUTHORITY
NAIROBI
08.2019 - 12.2019
- Installed applications on users' computers according to company standards.
- Enhanced office IT systems through necessary upgrades and improvements.
- Ensured efficient network administration, and provided overall IT support.
- Installed, configured, and maintained company-wide hardware and software.
Education
Bachelor of Science - Computer Science
KABARAK UNIVERSITY
NAKURU12-2022
Diploma - Computer Science
KABARAK UNIVERSITY
NAKURU12-2019
Skills
- Network diagnostics expertise
- Technical support
- IT infrastructure management
- Customer service
- Audit compliance
Certification
-Network Essentials – Cisco Networking Academy
- CCNA 1 Certification – Cisco Networking Academy
- Introduction to Cybersecurity – Cisco Networking Academy
Accomplishments
- Successfully conducted customer retention calls, resolving issues, and improving user satisfaction
- Designed and implemented accepted course projects related to software development and networking
Affiliations
Enthusiast in emerging ICT technologies
- Passionate about continuous learning and upskilling in AI, cybersecurity, and cloud computing
Team collaboration and leadership in tech-related problem-solving
Languages
KISWAHILI
First Language
English
Upper Intermediate (B2)
B2
References
References available upon request.
Timeline
Auditor, IT SUPPORT
Pharmaplus Pharmacy
01.2025 - Current
IT Technical Support Intern
KENYA REVENUE AUTHORITY
01.2025 - 12.2025
IT Technical Support Intern
KENYA CIVIL AVAIATION AUTHORITY
08.2019 - 12.2019
Bachelor of Science - Computer Science
KABARAK UNIVERSITY
Diploma - Computer Science
KABARAK UNIVERSITY
Similar Profiles
Augustine MwitaAugustine Mwita
Head Of Software at PharmaplusHead Of Software at Pharmaplus
ARBIE LEAN FARINARBIE LEAN FARIN
Booking Salesman at Pros Marketing & Pharmaplus DrugstoreBooking Salesman at Pros Marketing & Pharmaplus Drugstore
NISHANT WAYNGANKARNISHANT WAYNGANKAR
Purchase Executive at Titan Pharmaplus Pvt LtdPurchase Executive at Titan Pharmaplus Pvt Ltd
Brenda LubangaBrenda Lubanga
Human Resource Intern at Public Service CommissionHuman Resource Intern at Public Service Commission
Robert Wanjohi GikunjuRobert Wanjohi Gikunju
Communication & Knowledge Management Specialist at World Vision Kenya (USAID Tumikia Mtoto Project)Communication & Knowledge Management Specialist at World Vision Kenya (USAID Tumikia Mtoto Project)