CYCLING,GRAPHIC DESIGN,SWIMMING
THOMAS MUTUA
IT SUPPORT
NAIROBI,NAIROBI
Summary
Creative Technical Support Representative eager to find novel and productive solutions for customer issues. Adapts to unique complaints and queries with thorough research and expert critical thinking skills. Committed to problem resolution and customer satisfaction.
Talented Technical Support Representative with gift for understanding needs of both business and home users. Versed in troubleshooting and desktop support on Windows, Linux and Mac systems. Proven skill in resolving problems quickly on first call. Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level position. Ready to help team achieve company goals.
Overview
7
7
years of professional experience
6
6
years of post-secondary education
1
1
Certificate
Work History
IT Support Specialist
KENGEN
NAIROBI
03.2020 - Current
- Loaded software, granted permissions, and configured hardware for new employees as part of onboarding process.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
- Developed and tested new product offerings prior to release to assist development team in bug identification.
- Used ticketing systems to manage and process support actions and requests.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Wrote and reviewed tickets to request maintenance to various types of equipment.
- Offered new customers training to reduce frustration and improve customer satisfaction.
- Prepared new computers and mobile devices according to internal policies on standardized software and security deployments.
- Delivered onsite technical support for [Number] employees.
- Configured hardware and granted system permissions to new employees.
- Promoted efficiency among departments with prompt resolution of system issues.
- Assisted with updating technical support best practices for use by team.
- Explained security measures in simple terminology to help users understand malware and phishing threats.
- Translated complex technical issues into digestible language for non-technical users.
- Updated software to safeguard against security flaws.
- Managed backup and recovery of data assets to safeguard system availability.
- Responded to faults in networks to rapidly restore connectivity and prevent unnecessary downtimes.
- Created help desk tickets, troubleshot and resolved desktop issues.
ICT OFFICER
INDEPENDENT ELECTORAL AND BOUNDARIES COMMISION
MACHAKOS
01.2017 - 11.2017
- Addressed public questions, complaints and requests and provided necessary assistance.
- Wrote detailed narrative reports for use in investigations.
- To provide high-quality first-level ICT support to the Returning Officer at the tallying center.
- Restore normal services to users as soon as possible by resolving technical issues, fulfilling service requests, or answering questions in order to allow users to work effectively.
- In preparation for the elections, prepare, configure, and test KIEMS kits.
- During elections, provide technical assistance to the Presiding Officers, Deputy Presiding Officers, and clerks in collaboration with the CICT.
- Ensure that KIEMS kits are always fully charged and operational.
- On KIEMS Kits, perform data backup and restoration.
- Help train Support Electoral Trainers, Presiding Officers, Deputy Presiding Officers, and Clerks.
- Perform any other duties that the Returning Officer may assign.
Education
Bachelor of Science - BUSINESS INFORMATION TECHNOLOGY
JKUAT
NAIROBI,KENYA 01.2011 - 11.2016
No Degree - KENYA CERTIFICATE SECONDARY EDUCATION
MAKUENI BOYS
MAKUENI,KENYA 04.2001 -
Skills
Helpdesk call support
Desktop support
Mac systems
Microsoft Outlook
PC component diagnostics
Windows 10
Issue troubleshooting
Adobe and Adobe Flash
Network diagnostics
Support scenario generation
Videoconferencing
Microsoft Office Specialist (MOS) Expert
Application support
Technical Support
Staff education and training
TCP/IP
Data recovery
Wireless area networking
Operating system management
Hardware upgrades
Certification
[CRM], [MICROSOFT]
Interests
Timeline
IT Support Specialist
KENGEN
03.2020 - Current
ICT OFFICER
INDEPENDENT ELECTORAL AND BOUNDARIES COMMISION
01.2017 - 11.2017
[CRM], [MICROSOFT]
06-2014
Bachelor of Science - BUSINESS INFORMATION TECHNOLOGY
JKUAT
01.2011 - 11.2016
No Degree - KENYA CERTIFICATE SECONDARY EDUCATION
MAKUENI BOYS
04.2001 -