SIMON WACHIRA MUNDIA
Information Technology
Nairobi
Summary
IT professional with 10+ years of experience in IT systems administration, end-user support (Tier 1 & Tier 2), and enterprise platform management within research and consultancy environments. Proven expertise in system configuration, user support, documentation development, and stakeholder collaboration. Strong background in managing service-based platforms, troubleshooting incidents, and delivering user training. Adept at supporting system upgrades, managing access controls, and producing reports for performance tracking and decision-making.
Overview
13
13
years of professional experience
Work History
Assistant IT Manager
Infotrak Research and Consulting
01.2015 - Current
- Provide Tier 1 and Tier 2 technical support, resolving user issues and escalating complex cases where necessary.
- Administer enterprise systems including Microsoft 365, ensuring availability, access control, and performance optimization.
- Manage user accounts, roles, and permissions, ensuring secure and compliant access to systems.
- Collaborate with internal stakeholders to gather requirements, troubleshoot incidents, and implement system improvements.
- Develop and maintain user guides, system documentation, and SOPs to support system usage and onboarding.
- Generate system and user activity reports to support performance monitoring and decision-making.
- Support system upgrades, patches, and configuration changes, ensuring minimal disruption to operations.
- Participate in testing processes (QA & UAT) to validate system functionality before deployment.
- Lead training sessions for users on system usage, IT tools, and best practices.
- Manage IT infrastructure including servers, networks, and endpoint security systems.
- Oversee data backup, recovery processes, and system reliability measures.
- Streamlined IT support processes for increased efficiency, reducing ticket resolution times and improving user satisfaction.
- Optimized server infrastructure through virtualization technologies, significantly reducing hardware costs while maintaining high performance levels.
- Assisted in the development of an IT budget strategy, aligning resource allocation with organizational goals and objectives.
- Established robust data backup protocols, safeguarding critical information against potential loss or corruption incidents.
- Conducted regular audits of IT systems to ensure compliance with industry standards and best practices.
- Championed IT policies and procedures, promoting adherence to best practices throughout the organization.
- Designed and implemented a disaster recovery plan, minimizing potential downtime in the event of unforeseen circumstances.
- Maintained accurate inventory records for all IT assets, facilitating efficient asset lifecycle management processes and informed procurement decisions.
- Delivered comprehensive training programs for end-users on new software applications and hardware devices, promoting swift adoption rates across the organization.
- Coordinated cross-functional teams during major system upgrades, ensuring minimal disruption to daily operations while achieving targeted outcomes.
- Managed vendor relationships to negotiate favorable contracts, optimizing resource allocation and cost savings.
- Developed and executed IT project plans, ensuring timely completion of milestones and successful delivery within budget constraints.
- Identified computer hardware and network system issues, performing troubleshooting techniques for remediation.
- Managed life cycle replacement of hardware and software.
- Resolved complex technical issues by leveraging strong analytical and problem-solving skills, ensuring minimal impact on productivity levels.
Research Coordinator
Infotrak Research and Consulting
06.2023 - 02.2024
- Supported implementation and troubleshooting of digital data collection platforms, ensuring smooth operation.
- Worked closely with stakeholders to define system requirements and reporting needs.
- Produced structured reports and dashboards for project monitoring and evaluation.
- Trained users on digital systems and provided ongoing technical support.
- Ensured compliance with regulatory and operational standards in system usage.
- Managed multiple projects simultaneously, ensuring timely completion and high-quality results.
Software Developer
Kileleshwa Medical Plaza
01.2015 - 01.2020
- Designed and implemented a medical records system, including configuration and user workflows.
- Provided user support, system troubleshooting, and enhancements based on user feedback.
- Conducted user training sessions and developed system documentation.
IT Intern
Kenya Pipeline Company
03.2013 - 09.2013
- Provided technical support for hardware and software issues.
- Assisted in network setup, system configuration, and maintenance.
- Provided technical support, resolving IT issues to maximize productivity for team members.
- Supported over 2 stations with IT related issues
Education
Software Engineering - Ongoing
ALX
Online04-2027
Bachelor of Science - Computer Science
Kenyatta University
NAIROBI01-2014
Skills
Tier 1 and Tier 2 support proficiency
System Administration & Configuration
Incident & Request Management
User & Access Management (Roles, Permissions)
Documentation (User Guides, SOPs, Knowledgebase)
Reporting & Data Analysis
Stakeholder Engagement & Requirements Gathering
Training & Capacity Building
QA Testing & User Acceptance Testing (UAT)
Agile Support & Task Prioritization
Microsoft 365 Administration
Research design
Data collection
Equipment maintenance
Proficient in interview strategies
Survey design
Timeline
Research Coordinator
Infotrak Research and Consulting
06.2023 - 02.2024
Assistant IT Manager
Infotrak Research and Consulting
01.2015 - Current
Software Developer
Kileleshwa Medical Plaza
01.2015 - 01.2020
IT Intern
Kenya Pipeline Company
03.2013 - 09.2013
Software Engineering - Ongoing
ALX
Bachelor of Science - Computer Science
Kenyatta University