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
