Ann Njeri

To adopt, develop, enhance and apply my education, knowledge, experience and general skills in a dynamic and challenging environment that not only recognizes but also appreciates and harnesses the potential of an individual.

IT Support Officer at Mogo Auto Limited (2024-06 – Present)

Provides comprehensive IT support and infrastructure management for over 1300+ staff members, managing enterprise networks, hardware, software, and security systems.

• Installed, configured, and maintained computer hardware, operating systems, software applications, and peripherals to ensure optimal functionality and minimal downtime
• Deployed, managed, and troubleshooted enterprise networks, leveraging Cisco Meraki, Starlink, Cisco devices, and 5G Nokia/Huawei routers to deliver reliable connectivity
• Delivered IT support to over 1300+ staff members, resolving 95% of incidents within SLA targets through Jira Service Desk
• Maintained accurate ICT asset inventories, implemented systematic labeling, and ensured accountability in hardware and software management
• Administered user accounts in Microsoft 365 and Active Directory, including account creation, modifications, permission management, and deactivations
• Provided end-user support and training, developed user manuals, and facilitated knowledge-sharing sessions to improve digital literacy across teams
• Installed UniFi CCTV systems covering more than 60 branch locations, ensuring continuous operational monitoring
• Deployed and managed Microsoft Intune on mobile devices for secure access and policy enforcement
• Diagnosed and resolved hardware and network issues through structured troubleshooting and root cause analysis
• Supported remote and mobile workforce by administering VPNs and remote access solutions, enabling seamless business continuity
• Built and maintained productive vendor and stakeholder relationships, including Safaricom PLC and Dimension Data (NTT DATA), ensuring timely delivery of technical support services
• Enforced ICT and cybersecurity policies, aligning IT operations with organizational compliance standards
• Coordinated and executed IT projects assigned by management, preparing reports on progress, challenges, and successful delivery
• Conducted cybersecurity awareness sessions that reduced phishing incidents by 60%

ICT Internship at Ministry of Water, Sanitation and Irrigation (2023-02-03 – 2023-04-12)

Provided first-line IT support and infrastructure management to government ministry staff, ensuring system availability and operational continuity.

• Provided first-line IT support to more than 200 users, resolving 90% of issues on first contact
• Provided remote technical support using TeamViewer, Any Desk for off-site staff and onsite staff, hence ensuring minimal disruption to operations
• Maintained and updated ICT asset inventory records, ensuring accurate documentation, labeling, and tracking of the ministry IT equipment
• Supported the installation, configuration, and maintenance of IT systems including workstations, printers, UPS systems, and other peripherals
• Conducted routine data backup and recovery operations to protect critical information and successfully restore data in system failure scenarios with minimal data loss
• Coordinated and supported virtual meetings across multiple platforms including Zoom, Webex, Google Meet, and Microsoft Teams, ensuring seamless setup and troubleshooting during live session
• Performed hardware repairs and upgrades, replacing components such as hard drives, memory, and power supplies to extend device usability and maintain uptime
• Assisted in testing and deploying new IT equipment to validate performance and ensure compatibility with existing systems

Diploma in Information Communication and Technology – Kiambu Institute of Science and Technology (2021-01 – 2023-12)

Kenya Certificate of Secondary Education in General Education – Karoti Girls High School (2016-01 – 2019-12)

Kenya Certificate of Primary Education in General Education – St.

Arnold Janseen Primary

School (2008-01 – 2015-12)