Bilal Issa

An Information Technology (IT) Professional Dedicated with years of experience in set up and implementing of computer systems, networks, servers and basic IT support skills with Professional Standards. Also Proficient in ERP Software and other accounting applications in relation to IT such as installation, Server Client Set Up and Support. Analytical and adept at resolving complex network issues.

Critical thinker who addresses customer support issues quickly and who consistently exceeds performance standards. Experienced with strategic technical planning, complex project management, and team leadership. Uses in-depth technical knowledge to advise on system enhancements and drive innovation.

Track record of fostering team collaboration and achieving successful project outcomes.

Chief Technical Lead at TDK Solutions (2024-11 – Present)

Leading R&D and product development initiatives across global engineering teams while advising executive leadership on ICT strategies and emerging technologies.

• Advise executive leadership on ICT strategies, emerging technologies, and product innovation to sustain market leadership.
• Lead R&D and product development initiatives across global engineering teams.
• Spearheaded the integration of AI-powered diagnostics and self-healing features in enterprise laptops, reducing support tickets by 35%.
• Established a company-wide cybersecurity framework aligned with ISO 27001, reducing vulnerability incidents by 60%.
• Overseeing the technical aspects of projects, guiding the development team, and ensuring the delivery of high-quality software and systems.
• Implemented robust cybersecurity measures, safeguarding company data from potential threats and breaches.
• Communicated and collaborated within and across teams to drive company-wide, large-scale projects.
• Evaluated emerging tech trends, ensuring that the organization remained at the forefront of industry advancements.
• Oversaw comprehensive risk assessments to identify potential vulnerabilities in current infrastructure, taking corrective actions where necessary.
• Served as primary point of contact for triaging technical issues.

IT Manager at Plan hotel Group – Diamond Leisure Beach Resort (2022-08 – 2024-07)

Responsible for day-to-day support of all IT systems, business systems, office systems, computer networks, and telephony systems throughout the hotel/resort.

• Responsible for the day-to-day support of all IT systems, business systems, office systems, computer networks, and telephony systems throughout the hotel/resort.
• Provides user training and support of all property/site systems, network enhancements, hardware and software support.
• Maintain inventory of all hardware products and software licenses, and reviews maintenance agreements.
• Network Administration, Plan, design and implement data connectivity for local area network (LAN) and wide area network (WAN) systems.
• Monitor and test application, systems and network performance for potential bottlenecks, identify possible solutions, and work with stakeholders to implement those fixes.
• Responsible for monitoring, diagnosing, installing, configuring and maintaining CCTV Cameras.
• Manage and monitor all installed Hotel Systems, i.e., opera, sun system, materials control (MC), Micros, symphony, ProtelAir.
• Participate in the design of information and operational support systems.
• Liaise with vendors and other IT personnel for problem resolution.
• Apply new industry and technology trends to solve business problems.
• Evaluate existing technical architecture in view of business and mission Strategic goals.
• Ensure Network security using Fortinet Firewall network security solutions, devices and tools.
• Implemented robust backup strategies to safeguard critical data against loss or corruption, minimizing potential risks.
• Provide expertise and support for virtual technologies.
• Website content and Social Media management.
• Conferred with executives to advise and plan for short-term and long-term IT system upgrade needs.
• Evaluated emerging technologies to identify opportunities for innovation and improvement within the organization's IT landscape.
• Implemented and maintained technology and software budget.

Senior IT Technician/System Administrator at The Sands at Nomad (2021-09 – 2022-08)

Responsible for hardware and software support with focus on complex technical issue resolution and hotel system management.

• Responsible for hardware and software support.
• Diagnosed and resolved complex technical issues through in-depth analysis, facilitating uninterrupted business operations.
• Manage and monitor all installed Hotel Systems, i.e., Ezee Hotel PMS system, ezee Front Desk, ezee Back office, ezee burp for POS system.
• Maintain security, backup, and redundancy and Database management strategies.
• Participate in the design of information and operational support systems.
• Liaise with vendors and other IT personnel for problem resolution.
• Apply new industry and technology trends to solve business problems.
• Evaluate existing technical architecture in view of business and mission Strategic goals.
• Ensure Network security using Firewalls, network security solutions, devices and tools.
• Provided remote technical support, resolving issues quickly without requiring onsite visits whenever possible.
• Ensured compliance with industry standards, meticulously auditing IT practices and making necessary adjustments.
• Configured hardware, devices, and software to set up work stations for employees.
• Monitored system performance to identify potential issues.
• Tested new software and hardware prior to deployment.
• Ensure that the introduction of new technologies is consistent with the overarching architecture and applicable guidelines.
• Provide expertise and support for virtual technologies.
• Website content and Social Media management.
• Assist users through problem solving process and train them on ICT applications.

IT Assistant at Leisure Lodge Resort (2020-09 – 2021-07)

Troubleshooting and maintenance of hardware and software systems with focus on user support and network operations.

• Troubleshooting of hardware and software systems installation of user support Operating systems and programs.
• Anti-virus installations Maintenance of Desktop computers, Laptops, Printers and servers.
• Network Support.
• Fix printers and scanners.
• Setting up a new computer purchased by a customer/client with all necessary programs and installation as per the clients' requirements.
• Documenting and record keeping of work completion and hand over slips and reported on a monthly basis for both onshore and offshore.
• Train and support users on cloud applications such as box and smart sheet.
• Reutilized Weekly Server back-ups for redundancy.
• Install, support, maintain LAN's, WAN's, network segments, and intranet systems.

Assistant ICT Officer at One Acre Fund (2017-09 – 2019-09)

Maintenance of hardware and software systems with focus on user support and network operations.

• Maintaining of hardware and software systems installation of user support Operating systems and programs.
• Installations Anti-Virus Maintenance of Desktop computers, Laptops, Printers and servers.
• Network Support.
• Setting up a new computer purchased by a customer/client with all necessary programs and installation as per the clients' requirements.
• Documenting and record keeping of work completion and hand over slips and reported on a monthly basis for both onshore and offshore.
• Support users on cloud applications such as box and smart sheet.
• Reutilized Weekly Server back-ups for redundancy.
• Install, support, maintain LAN's, WAN's, network segments, and intranet systems.

Internship at Sote ICT Hub (2017-05 – 2017-08)

Providing first line user support on IT issues and managing hardware and software fault diagnosis.

• Provide centralized point of reference and providing first line user support on IT issues/problems they encounter in the day-to-day usage of IT services.
• Responsible for receiving computer hardware and software faults from users.
• Responsible in diagnosis of faults and determine whether they are software or hardware related, whether they can be cleared in-house or taken to service partners.
• Liaise with our IT service partners for the delivery of services.
• Ensure that all logged faults are attended to.

Bachelor of Information Technology in Information Technology – Masinde Muliro University of Science and Technology (2013-05 – 2017-09)

KCSE – Chala Secondary School (2010 – 2012)

KCPE – Eldoro Primary School (2000 – 2008)