Mid-level Support Engineer with 5+ years of experience in technical troubleshooting, system maintenance, and customer support. Proven track record in optimizing IT infrastructure and implementing efficient support solutions within Kenyan enterprises. Certified in network administration and cloud platforms.
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Peter
Akinyi
Malindi, Kakamega County, Kenya
•Phone +254 711 234567
•p.akinyi@protonmail.com
WORK EXPERIENCE
Senior IT Support Engineer
• Kenya
Amec Solutions Limited
Jan 2022 - Present
• Reduced average ticket resolution time by 35% through implementation of Zendesk ticketing system
• Led migration of 80+ users to Microsoft Azure AD, improving system access efficiency by 40%
• Mentored 5 junior engineers through structured onboarding program, reducing team training time by 25%
IT Support Specialist
• Kenya
KenTech Solutions Ltd
Mar 2018 - Dec 2021
• Managed network infrastructure supporting 150+ users across 3 branches
• Implemented backup solution reducing data recovery time from 48hrs to 4hrs
• Achieved 98% customer satisfaction rating through SLA optimization
EDUCATION
Bachelor of Science in Information Technology
Chuka University
• Kenya
• June 2022
Kenya Certificate of Secondary Education (KCSE)
Malindi Secondary School
• Kenya
• Nov 2018
SKILLS
Network Administration, Azure Cloud Solutions, Zendesk, Jira, Linux/Windows Server, Python Scripting, Technical Documentation, Swahili/English Bilingual Support
PROJECTS
Enterprise Network Upgrade Project
• Kenya
• Designed and implemented secure network infrastructure for Amec Solutions' new Nairobi office
• Configured VLANs and firewall rules reducing security incidents by 60%
• Trained 12 staff members on new security protocols
Customer Support Portal Development
• Kenya
• Co-developed self-service portal handling 500+ monthly queries
• Integrated knowledge base reducing support tickets by 30%
• Implemented Twilio SMS notifications for rural users with limited internet access
CERTIFICATIONS
Microsoft Certified: Azure Administrator Associate
• Kenya
• Oct 2023
Microsoft
Cisco Certified Network Associate (CCNA)
• Kenya
• Feb 2021
Cisco
ACCOMPLISHMENTS
Top Performer Award
• 2023
Amec Solutions Limited
IT Innovation Challenge Finalist
• 2022
Kenya Tech Awards
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Top Hiring Companies: Apeiro
Common Work Locations: Nairobi
Top Skills
PhpNext.JsNode.JsExpress.JsPostgresqlReduxLaravelPython
Education Levels
Bachelor's Degree 90.0%
Diploma 10.0%
Top Schools
- University Of Nairobi 8
- Masinde Muliro University Of Science And Technology 2
- Media School Africa 2
- Egerton University 2
- South Eastern Kenya University 2
Top Certifications
- Aws Solutions Architect Associate- Amazon Web Services 1
- Scrum Fundamentals Certified 1
- Itil Foundation Certification- V4 1
- Aws Cloud Practitioner- Amazon Web Services 1
- Jncia-Junos-Juniper Networks 1
Common Responsibilities
- • Provide technical support to bank staff, resolving hardware and software issues.Maintain and troubleshoot network infras...
- • Assisted in the installation and configuration of computer systems and peripherals.Provided first-level support to end-u...
- • Resolved 100% of Tier 1 technical support escalations across hardware, software, network, and cloud systems, maintaining...
- • Resolved over 95% of complex networking and infrastructure issues across AWS services (ELB, Auto Scaling, VPC Lattice, G...
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