Mid-level ICT Support Specialist with 4+ years of experience in technical troubleshooting, network administration, and end-user support. Proven ability to implement system improvements that enhance operational efficiency in Kenyan business environments. Certified in CCNA and Microsoft Azure Fundamentals.
ICT Support Specialist Attachee CV Examples Kenya
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ICT Support Specialist Attachee Resume Examples
John
Kiprop
Kakamega, Kisumu County, Kenya
•Phone +254 712 345 678
•john.kiprop@outlook.com
WORK EXPERIENCE
ICT Support Specialist
• Kenya
Sankyana Tech Solutions
March 2021 - Present
• Reduced average ticket resolution time by 35% through improved troubleshooting protocols for 150+ enterprise users
• Implemented cloud backup system for Safaricom subsidiary, decreasing data recovery time from 48hrs to 2hrs
• Led migration of 75 devices from Windows 7 to Windows 11, achieving 100% compliance before Microsoft EOL deadline
IT Helpdesk Attachee
• Kenya
Sankyana Consultancy
June 2019 - February 2021
• Resolved 95% of tier-1 support tickets within SLA for 12 corporate clients including KCB Bank affiliates
• Documented 50+ technical procedures for service desk knowledge base, reducing new staff onboarding time by 40%
• Installed and configured LAN infrastructure for 5 SME clients, increasing network uptime to 99.2%
EDUCATION
Certificate in Information Technology
Moi University
• Kenya
• December 2020
SKILLS
Network Troubleshooting • Active Directory • Azure Administration • Windows Server • Technical Documentation • Ticketing Systems (Zendesk, Jira) • Cybersecurity Fundamentals • Swahili (Native) • English (Professional)
PROJECTS
Enterprise Network Optimization
• Kenya
• Redesigned LAN infrastructure for manufacturing client, eliminating 85% of packet loss incidents
• Configured VLAN segmentation for enhanced security across 3 branch locations
Digital Service Desk Implementation
• Kenya
• Migrated 200+ users from legacy phone support to ServiceNow ticketing system
• Developed user training materials that increased platform adoption rate to 92% within 2 months
CERTIFICATIONS
Cisco Certified Network Associate (CCNA)
• Kenya
• November 2022
Cisco
Microsoft Certified: Azure Fundamentals
• Kenya
• August 2021
Microsoft
ACCOMPLISHMENTS
Employee Excellence Award
• Q3 2022
Sankyana Tech Solutions
Top Attachee Recognition
• 2019
Moi University ICT Department
Cover Letter Examples
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Top Hiring Companies: Kenya Power And Lighting Company (Kplc), Kenya Power And Lighting, Kenya Power And Lighting Comp
Common Work Locations: Nairobi, Nairobi, Kenya
Top Skills
CommunicationTeamworkConfigurationNetwork Administration SupportPreventive MaintenanceNetwork Setup And ConfigurationCablingVirtualization Technology
Education Levels
Bachelor's Degree 100.0%
Top Schools
- Kenya Methodist University 18
Top Certifications
- Cybersecurity And Emerging Technologies Awareness Training (2024) 19
- Ccna 1 (2024) 19
- Certificate In Software Development 14
- Certificate In Software Development (2019) 5
- Comptia Network+ (Ongoing) 3
Common Responsibilities
- • Successfully facilitated hardware upgrades for over 500 devices, enhancing system performance and reducing downtime.Prov...
- • Spearheaded hardware upgrades for over 500 devices, boosting system performance by 15% and minimizing downtime.Delivered...
- • Facilitated hardware upgrades for over 500 devices, enhancing system performance and reducing downtime.Provided hardware...
- • Upgraded hardware on over 500 devices, improving system performance by 15% and reducing downtime.Provided hardware and s...
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