About
Results-driven IT professional with 1 year of experience in systems implementation, project coordination, and technical support, passionate about leveraging technology for social impact. Proven ability to manage IT projects from planning to execution, administer enterprise systems for 200+ users, and drive significant improvements in operational efficiency and user satisfaction. Eager to apply robust project management and systems administration skills to advance the mission of organizations like IDinsight.
Work
QPID TECHNOLOGIES
|IT Support Engineer
Nairobi, Nairobi, Kenya
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Summary
Led IT project coordination, enterprise system administration, and technical support, enhancing operational efficiency and user satisfaction for over 200 staff members.
Highlights
Spearheaded the implementation of a new ServiceNow ticketing system for 200+ users, achieving 90% user adoption within the first month through comprehensive user research, vendor management, and documentation.
Coordinated the migration of a critical file storage system for 50+ users, successfully completing the project with zero data loss and minimal disruption by developing detailed plans and managing change management processes.
Developed and deployed Python automation scripts that reduced manual administrative work by 40% and created an automated user access auditing system, significantly enhancing operational efficiency.
Administered enterprise systems for 200+ accounts, including Google Workspace and Microsoft 365, managing user provisioning, access controls, and system configurations while providing help desk support with a 95% satisfaction rating.
Improved IT service quality by reducing average ticket resolution time by 30% and increasing user satisfaction from 85% to 95% through process improvements and proactive root cause analysis.
Education
KCA University
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Bachelor of Science
Information Security and Computer Forensics
Courses
IT Project Management
Systems Analysis & Design
Computer Networks & Security
Database Management Systems
Software Engineering
Cloud Computing Architecture
Python Programming & Automation
Digital Forensics & Incident Response
Moringa School
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Certificate
Computer Software Engineering
Courses
Software development
Project coordination
Agile methodologies
Languages
English
Swahili
Certificates
Oracle Cloud Infrastructure 2025 Certified Multicloud Architect Professional
Issued By
Oracle
Proofpoint Certified AI Data Security Specialist
Issued By
Proofpoint
Cisco Networking Essentials
Issued By
Cisco
Skills
IT Project Management
Project Planning, Project Coordination, Project Execution, Stakeholder Communication, User Research, Requirements Gathering, Product Research, Vendor Evaluation, Goal Setting, KPI Tracking, Project Documentation, Reporting, Agile Methodologies.
Enterprise Systems Administration
Google Workspace, Microsoft 365, ServiceNow, Jira Service Desk, Freshdesk, Jira, Notion, Asana, User Access Management, Provisioning, System Configuration, Deployment, HRIS Administration, CRM Administration.
IT Operations & Support
Help Desk Support, Technical Support, Systems Troubleshooting, Problem-Solving, Internal IT Documentation, Knowledge Base Creation, Change Management, User Training, Vendor Management, Security Awareness Training.
Technical Proficiencies
Linux (Ubuntu, CentOS), Windows, macOS, Python, Bash, PowerShell, MySQL, PostgreSQL, SQL Server, Oracle Cloud Infrastructure (OCI), AWS Basics, Access Controls, User Permissions, Cybersecurity Practices, Git, Ticketing Systems.
Communication & Collaboration
Technical Documentation, Stakeholder Updates, Public Speaking, Presentation Skills, Cross-Cultural Teamwork, Upward Management, Stakeholder Engagement, Training, Knowledge Sharing.