Stephen Wanduka
Nairobi
Summary
Versatile and results driven IT professional with over 5 years of experience spanning Network Operations Center System Administration, and IT Support. Proven ability to monitor, maintain, and troubleshoot enterprise IT infrastructure, ensuring high availability, performance, and security of systems and networks.
Skilled in network monitoring tools such as SolarWinds, Zabbix, and Wireshark, with hands on experience supporting Cisco, Meraki, Ruckus, and UniFi environments. Strong background in Windows Server administration, including Active Directory, DNS, DHCP, Group Policy, and virtualization. Adept at incident management, root cause analysis, and escalation within structured IT service environments.
Recognized for delivering efficient first line and second line support, managing service requests, and maintaining excellent user satisfaction as a Single Point of Contact. Experienced in system monitoring, backups, disaster recovery, and implementing security best practices.
Highly adaptable, proactive, and capable of working independently or within a team to support mission-critical operations in dynamic enterprise environments.
Overview
11
11
years of professional experience
1
1
Certification
Work History
IT Administrator
Karunguru Group
Nairobi
04.2026 - Current
- Managed user accounts and permissions across company systems.
- Troubleshot hardware and software issues for staff and clients.
- Installed and configured network devices to maintain connectivity.
- Developed IT policies and procedures to enhance security protocols.
- Conducted regular system backups to ensure data integrity and recovery.
- Provided technical support training for new employees on systems usage.
- Monitored network performance to identify potential improvements or risks.
- Installed, configured, and maintained hardware such as servers, computers, and printers.
- Provided technical support for users with complex IT issues.
- Created user accounts in Active Directory and assigned appropriate permissions.
- Troubleshot network connectivity problems between remote sites and headquarters.
- Maintained the organization's network infrastructure including routers, switches, firewalls, and wireless access points.
- Configured Windows Server roles such as DHCP, DNS, IIS, Hyper-V.
- Assisted with the installation of new applications on workstations and servers.
- Responded promptly to incidents reported by users via phone or email tickets.
- Set up file sharing protocols such as SFTP and FTP for secure data transfer across networks.
- Configured VPN tunnels between remote sites for secure communication over public networks.
- Analyzed system logs to identify potential problems or suspicious activity.
- Managed and maintained user accounts, ensuring secure access and data integrity.
- Administered email systems, ensuring efficient and secure communication.
- Configured and maintained firewalls and intrusion detection systems to protect network infrastructure.
- Managed website updates and ensured compliance with brand guidelines across all platforms.
- Coordinated with designers to create visually appealing web layouts and features.
- Implemented SEO strategies to improve search engine visibility and traffic.
- Analyzed website performance metrics to identify areas for improvement and optimization.
- Collaborated with marketing teams to align web content with promotional campaigns.
- Resolved technical issues promptly to maintain seamless website functionality and user access.
- Updated existing webpages with new content or changes in design elements.
- Monitored website performance to ensure optimal user experience.
- Performed regular maintenance tasks such as software updates for CMS systems used by the company's websites.
- Configured and maintained routers, switches, and firewalls for optimal performance.
- Documented network configurations and changes for future reference.
- Monitored network performance to identify potential security threats or vulnerabilities.
- Resolved connectivity issues through systematic analysis and problem-solving methods.
- Configured and maintained various network devices such as routers, switches, firewalls.
- Installed and configured new hardware and software components related to networking issues.
- Analyzed network security vulnerabilities using advanced threat detection tools.
- Trained staff on best practices for data protection and cybersecurity awareness.
- Monitored security systems for suspicious activity and response coordination.
IT Support Specialist
Dexintec Kenya Ltd
Nairobi
01.2022 - 03.2025
- Diagnosed and resolved network connectivity problems for employees and clients.
- Assisted in the setup and configuration of new workstations and peripherals.
- Maintained accurate documentation of support requests and resolutions in the ticketing system.
- Assisted in the development of disaster recovery plans for critical systems.
- Configured and managed virtualized environments using VMware vSphere or other technologies.
- Developed scripts in order to automate administrative tasks such as patching cycles or user account provisioning.
- Collaborated with vendors to facilitate timely repairs of equipment and systems.
- Monitored system performance to identify potential issues before they became critical.
- Served as first point of contact for incoming technical service calls and emails.
- Implemented security protocols to protect sensitive information from unauthorized access.
- Assisted customers with various types of technical issues via email, live chat, and telephone.
- Delivered remote assistance for technical issues using screen sharing, mouse and keyboard control and other tools.
- Delivered local and remote Tier 1 IT support for hardware and software to company personnel.
- Conducted remote diagnostics to identify and solve technical problems.
- Performed routine maintenance and software updates on support tools and customer systems.
- Set up equipment for employee use, performing or properly installing cables, operating systems or software.
- Supervised and directed workers engaged in installation of data communication equipment and software.
- Provided technical assistance for cloud service issues and inquiries.
- Developed IT policies and procedures to maintain security standards.
- Managed IT infrastructure to ensure system reliability and performance.
- Analyzed system performance data to optimize operational efficiency.
- Facilitated communication between departments for tech-related projects.
- Managed the installation, configuration, maintenance, and troubleshooting of network systems.
- Developed and implemented IT policies and procedures to ensure compliance with industry standards.
- Trained staff members on various aspects of computer usage and software applications.
- Monitored system performance and identified areas for improvement.
- Maintained strong knowledge of applicable regulations to guarantee that designs, operations and IT systems met those requirements.
- Identified opportunities for cost savings through improved efficiency in IT processes.
- Created detailed documentation for software, hardware, and network configurations.
- Created centralized management capability by integrating warehouse management software applications.
- Communicated relevance of organizational goals, policies and procedures to IT department staff.
- Procured IT resources for strategic and operational computing requirements.
- Configured and maintained network systems to ensure seamless connectivity.
- Conducted regular maintenance checks on systems in order to ensure optimal performance levels are maintained.
- Deployed physical servers into racks according to specifications set forth in the data center guidelines.
- Troubleshot networking issues related to routing protocols, DHCP and DNS configuration.
IT Assistant Manager
Molars Dental Clinics
Nairobi
01.2021 - 12.2021
- Managed IT support requests for staff and patients at dental clinics.
- Developed and implemented IT policies ensuring data security and compliance.
- Assisted in managing software tools for patient scheduling and records management.
- Trained staff on new technologies and software applications used in clinics.
- Coordinated with vendors for hardware maintenance and procurement services.
- Resolved technical issues efficiently to minimize disruptions in clinic operations.
- Maintained documentation of IT processes and procedures for reference.
- Collaborated with management to enhance technology integration in dental practices.
- Provided technical support to users in troubleshooting hardware and software issues.
- Reviewed system architecture documents to understand how components interact with each other.
- Monitored network performance to ensure optimal availability of resources across departments.
- Directed the installation of new systems including hardware, operating systems, and application software.
- Conducted regular audits of network infrastructure equipment to detect potential security risks.
- Evaluated customer feedback on existing IT services to identify areas for improvement.
- Implemented operational processes for data storage, backup, security, and access control.
- Created training materials for end-users on usage of company technology systems.
- Maintained detailed records of all IT assets including hardware, software licenses, and warranties.
- Tracked progress against key performance indicators related to IT services delivery.
- Managed backup, user account and helpdesk systems.
- Met with users, vendors and technicians to determine computing requirements.
- Evaluated organization's technology to recommend upgrades for hardware and software.
- Controlled operational IT budget and expenditures within department parameters.
- Procured IT resources for strategic and operational computing requirements.
- Developed data security and disaster recovery procedures.
- Examined metrics and prepared IT project progress reports.
- Globally managed several satellite IT locations, maintaining secure and operational corporate infrastructure.
- Coordinated with vendors to ensure timely delivery of products and services.
System Administrator
Langata Hospital Limited
Nairobi
05.2017 - 08.2019
- Managed server infrastructure and ensured system availability for hospital operations.
- Administered user accounts and permissions across various hospital systems.
- Monitored network performance and resolved connectivity issues swiftly.
- Executed regular backups and maintained data integrity for patient records.
- Implemented security protocols to safeguard sensitive hospital information.
- Collaborated with IT team to troubleshoot hardware and software problems effectively.
- Documented system processes and created user guides for staff training purposes.
- Provided technical support to hospital staff, enhancing overall IT service satisfaction.
- Troubleshot application errors and provided technical support to end-users.
- Monitored network security systems for potential threats and vulnerabilities.
- Implemented security policies and procedures to protect sensitive information.
- Collaborated with IT teams to enhance overall cybersecurity measures.
- Provided training sessions on cybersecurity awareness for staff members.
- Responded to security incidents, performing root cause analysis and mitigation strategies.
- Designed and implemented Azure cloud solutions for various client needs.
- Managed cloud infrastructure to ensure optimal performance and security.
- Monitored system performance and resolved issues proactively in cloud services.
- Administered Office 365 environment for user accounts and permissions management.
- Configured and maintained SharePoint sites for team collaboration and document sharing.
- Provided technical support to users on Office 365 applications and features.
- Implemented security policies to ensure data protection across Office 365 platforms.
- Collaborated with IT teams to integrate third-party applications with Office 365 services.
- Monitored system performance and resolved issues related to Office 365 functionality.
- Assisted in migrating data to Office 365 from legacy systems and platforms.
- Monitored Exchange Online mailboxes for system performance and user experience.
- Managed user accounts in Active Directory and Azure AD Connector.
- Configured, tested, and maintained Office 365 environment for end users.
- Configured and supported virtual environments using VMware and Hyper-V, optimizing resource utilization.
- Administered user accounts, permissions, and access controls, enhancing security and compliance.
- Facilitated the migration of servers and applications to cloud platforms, improving scalability and cost-effectiveness.
- Managed and maintained servers across multiple platforms, ensuring high availability and performance.
Level 1 IT Support
Regional Centre For Mapping Of Resources For Development (RCMRD)
Nairobi
02.2016 - 04.2017
- Provided technical support for software and hardware issues across the organization.
- Diagnosed and resolved user-reported problems through ticketing systems efficiently.
- Collaborated with IT team to implement new technologies and upgrades seamlessly.
- Conducted training sessions for staff on software applications and best practices.
- Maintained documentation of procedures, system configurations, and troubleshooting guides.
- Assisted in network administration tasks to enhance system performance and security.
- Communicated effectively with users to understand their technical needs and concerns.
- Conducted research on emerging technologies in support of system development efforts.
- Diagnosed complex technical problems and implemented solutions in a timely manner.
- Deployed virtual machines using HyperV technology for testing purposes.
- Assisted with the deployment of new applications and services in production environments.
- Performed routine maintenance tasks such as patching, software updates and security scans.
- Developed scripts for automation of server management tasks using PowerShell scripting language.
- Resolved escalated customer service requests from Level 1 support personnel.
- Installed, configured and tested computer hardware such as laptops, desktops and servers.
- Assisted with the development of new policies related to IT infrastructure.
- Coordinated with vendors to resolve hardware and software compatibility issues.
- Participated in disaster recovery planning exercises to ensure business continuity plans were up-to-date.
- Ensured compliance with industry standards regarding data privacy laws.
- Maintained and monitored network systems, including firewalls, routers, switches, storage solutions and other hardware components.
- Provided guidance on troubleshooting procedures to junior IT staff members.
- Managed user access privileges within various systems based on authorization levels.
- Evaluated system performance metrics to identify areas of improvement or optimization.
- Investigated root cause analysis of incidents reported by users or automated monitoring tools.
- Monitored backups for all servers to ensure successful completion of jobs.
- Provided technical assistance to customers, colleagues and managers on a variety of IT related issues.
- Trained end users on proper usage of installed applications and systems.
- Created user accounts with appropriate permissions in Active Directory environment.
- Provided support via remote desktop software, diagnosing customer issues over private and public networks.
- Replied to customer queries via email, messaging systems and support ticket platforms.
- Collaborated with teams to solve technical customer problems across product suites.
- Updated software versions with patches and new installations to close security loopholes and protect users.
IT Intern
Ministry of Lands
Nairobi
06.2015 - 12.2015
- Assisted in data entry for land management systems.
- Provided technical support for office software and tools.
- Resolved customer service issues related to IT systems in a timely manner.
- Analyzed project requirements to find bugs and eliminate issues.
- Provided technical and operational support for entire organization.
- Identified system data, hardware or software components to meet user needs.
- Monitored data inputs to manage and maintain accuracy.
- Troubleshot daily IT desktop client issues, supporting multiple departments, and various offices.
- Maintained organized records of land transactions and applications.
- Provided technical support to users with a variety of questions related to computer systems, software and hardware.
- Installed, configured and tested hardware components such as routers, switches, firewalls and servers.
- Configured network settings according to specified requirements.
Education
Higer Diploma Computer Science
Technical University Of Kenya
11-2015
Skills
- User training
- End-user education
- Client onboarding
- Desktop support
- Application support
- TCP/IP
- DHCP/DNS ethernet and firewall proficient
- Technical troubleshooting
- MS office proficiency
- User support
- Security protocols
- Remote support
- User credential management
- Cloud computing
- Network configuration
- Data management
- Data backup strategies
- Security protocols implementation
- Virtualization management
- Network troubleshooting
- Desktop support
- Application support
- TCP/IP
- DHCP/DNS ethernet and firewall proficient
- Technical troubleshooting
- MS office proficiency
- User support
- Security protocols
- Remote support
- User credential management
- Cloud computing
- Network configuration
- Desktop support
- Application support
- TCP/IP
- DHCP/DNS ethernet and firewall proficient
- Technical troubleshooting
- MS office proficiency
- User support
- Security protocols
- Remote support
- User credential management
- Cloud computing
- Network configuration
- System administration
- IT budgeting
- IT security management
- ITIL framework
- IT infrastructure planning
- Virtualization technologies
- IT infrastructure management
- IT service management
- Virtualization
Certification
- Cisco Certification Network Associate (CCNA)
- AZ-900: Microsoft Azure Fundamentals Certification
- Microsoft Technical Associate
- ITIL 4 Foundation certification
- Office 365 Administration
- CCTV Systems & AutoCAD Layout
- Microsoft Certificate Professional
- CompTIA A+ 1000 - Part 1
- Computer Networking - Digital Network Security
References
Mwangi Nganga-Karunguru Group
ICT Director
mwangi.nganga@k-management.co.ke
+254705985506
Faisal Khan-Molars Dental Practice
ICT Manager
khan@molars.co.ke
+254717885288
Mathias Mutua-Dexintec Kenya Ltd
Accounts Manager
Email:Mathiasmutua99@gmail.com
+254729891650
Skills
- Desktop support
- Application support
- TCP/IP
- DHCP/DNS ethernet and firewall proficient
- Technical troubleshooting
- MS office proficiency
- User support
- Security protocols
- Remote support
- User credential management
- Cloud computing
- Network configuration
Education and Training
other
Timeline
IT Administrator
Karunguru Group
04.2026 - Current
IT Support Specialist
Dexintec Kenya Ltd
01.2022 - 03.2025
IT Assistant Manager
Molars Dental Clinics
01.2021 - 12.2021
System Administrator
Langata Hospital Limited
05.2017 - 08.2019
Level 1 IT Support
Regional Centre For Mapping Of Resources For Development (RCMRD)
02.2016 - 04.2017
IT Intern
Ministry of Lands
06.2015 - 12.2015
Higer Diploma Computer Science
Technical University Of Kenya