Titus Kyalo

• Installation and maintenance of computer systems eg. IFMIS, Internet Banking(IB), IPPD,VPN installations and password Resets for VPNS, IB, IFMIS.
• Configuration of Local Area Network and Wide Area Network, Networking troubleshooting and connectivity.
• Design devices(laptops, Desktops, Printers, Copiers, Scanners, Projectors) specifications and frameworks for purchasing new equipments.
• Carrying out repairs, preventive maintenance and regular checks to ICT equipment and associated peripherals.
• Verification, validation and certification of Information Communication Technology equipment.
• Overseeing process of configuration of new Information Communication Technology equipment and setting up new work stations for (new) officers.
• Network Automation with Cisco DEVNET and LINUX environments.
• Proxmox Installations, configurations, usage and Network automation.
• Software Development using C#(.Net MVC framework), and Java e.g. Updating National Education Management Information System(NEMIS).
• System user support and Responding to NEMIS Queries from Principals and Headteachers, ICT Training for Digital Literacy Programme.
• Server network configurations and Troubleshooting, creating networked and shared domain(IP) Files.
• Supporting Presidential Working Party on Education Reforms, Setting e-conferencing systems for meetings setting up virtual environments for all stakeholders within ministry of education.
• Data analysis in Center for Mathematics, science and Technology(CEMASTEA) to draw meaning from data collected by Presidential Working Party on Education Reforms across whole country.
• Coordinating over 20 attaches' deployed at ministry of education, Department of ICT and assigned them roles and responsibilities as well as preparing weekly meetings for them, and drafting recommendation letters for them upon completion.
• Maintenance of server ACs.

Key Contributions & Results:

• Developing test cases that conforms to established software testing standards.

• Conducting automated tests using selenium IDE testing tool (open Source) and UFT (Unified Functional testing) Licensed for functional, regression, and service testing to ensure all the bugs are detected and fixed before the product is rolled out to the market.

• Conducting regression tests to ascertain that identified issues or bugs have been resolved and new defects are not introduced.

Technical end User support

• First line contact person who responds to user requests and escalate to Level 2&3 Technical team

• Configuring and trouble-shooting laptops, desktops, switches, routers, scanners and printers.

• Leading setting up, maintenance and supporting IT infrastructure and equipment.

Help Desk Administration

• Managing IT Helpdesk Incidents and Service Request via Email, call management system.

• Providing satisfactory feedback as to why a certain request/Ticket cannot be resolved within the shortest time possible and when to deliver on it/them.

Business System Administration.

• Coordinating Office 365 Deployments and Support.

• Managing User System Access for the various applications deployed by the Organization.

• Managing periodic data backup and recovery when needed.

• Leading User and Resource Administration via the Active Directory.

Network Support

• Managing Network Monitoring, patching and support.

• Reporting/Escalating any issues/incidences of Network downtimes to Network & Infrastructure Manager and to all affected stakeholders if the issues affects service delivery to customers.

• Administering Cisco telephony and Cisco Call manager.

• Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
• Carried out day-day-day duties accurately and efficiently.
• Demonstrated respect, friendliness and willingness to help wherever needed.
• Worked flexible hours; night, weekend, and holiday shifts.

• Evaluated business requirements, leveraging information to forecast costs relating to hardware, software and consulting.
• Directed budgeting studies on current and proposed IT spending plans, determining maximally impactful business enhancements and minimizing wasteful spending.
• Interfaced with high-level client personnel, collecting performance feedback and integrating positive and negative evaluations into future IT policies.
• Created remote service interaction scenario manuals, defining appropriate triage and response policies for common ticket types.

Key Contributions & Results:

• Supported implementation of ICT management systems, strategies and policies, focusing on achievement of compliance with the organization’s information management and communication technology standards, guidelines, policies and procedures.

• Led diagnosis and resolution of hardware, software or connectivity problems.

• Ensured effective functioning of the hardware, software packages, LAN/WAN connectivity and system, support to users.

• Assisted in monitoring, operation, and performance of LAN /WAN connectivity, and communication services.

• Provided ICT helpdesk services to users, focusing on achievement of timely response to user support requests.

• Ensured all confidential information and data was handled in accordance with Information Security Policy.

• Performed centralized administration of PC services (i.e. Antivirus, OS Deployment, software installation, group policies, patching and routine maintenance).

• Kept and updated equipment inventory. This included ensuring that each ICT equipment was assigned to an individual employee and any misuse, damage or loss was immediately reported and documented.

• Ensured prompt solutions were provided to technical problems that affects optimum delivery of services, problems such as hardware hitches, software and network and communications inefficiencies.

• Prepared and maintained problem records, consolidate the same and prepared reports to be used by management in decision making process.

• Worked as a Research Supervisor for Integrated Survey of Services (ISS) and Monthly Survey of Industrial Production (MSIP). Tasks included Data collection as well as supervising the same, editing and backup of the data to the cloud server.

• Offered friendly and efficient service to customers, handled challenging situations with ease.
• Developed and maintained courteous and effective working relationships.
• Maintained excellent attendance record, consistently arriving to work on time.
• Served over 300 customers per day and followed outlined steps of service.
• Identified issues, analyzed information and provided solutions to problems.
• Resolved problems, improved operations and provided exceptional service.
• Exceeded goals through effective task prioritization and great work ethic.
• Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
• Participated in team-building activities to enhance working relationships.
• Improved operations through consistent hard work and dedication.
• Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment.

Key Contributions & Results:

• IT Support Staff AGPO Systems Maintenance.

• Offering IT Support to entire GPO Huduma Centre.

• Assisting clients with Different KRA issues I.e., Returns filing, Pin retrieval, Company pin application etc.

• Network Configuration and Troubleshooting, Processed Tender Certificates under AGPO (Access to government Procurement opportunities).

• Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.

Key Contributions & Results:

• Android development using Java, Kotlin and ASP.Net Framework and Android Studio Editor.

• Dynamic Web Development with Laravel framework using JavaScript, PHP, CSS, DHTML server-side scripting Languages.

• Software Quality assurance and Testing software to ensure that they meet the customer demands and that they are fully ready for deployment.

• Fixed bugs and hosted websites, maintenance of software and conducting trainings to ICT Personnel in all the company’s branches.

• Database Management and Administration.

• Developed software such as Transcab (Both android and webs-based application for Cabs), Safesoko (Web-based System to curb counterfeiting).

Experience Gained:

• Assisted Student with Various Academic Issues as well as assisting form fours in preparations of their K.C.S.E.