Chatai 2026

Results-driven IT Support Engineer with 5+ years of professional experience providing technical support, systems administration, hardware and software troubleshooting, network support, and end-user assistance across Windows and Linux environments. Proven track record of diagnosing and resolving complex technical issues, maintaining IT infrastructure, reducing system downtime, and improving user productivity. Experienced in Microsoft 365, Active Directory, Windows Server, networking, endpoint security, backup and disaster recovery, and IT asset management.

Successfully repaired and maintained 500+ computers while achieving a 90%+ first-time issue resolution rate. Strong customer service, problem-solving and technical documentation skills.

IT SUPPORT & LAPTOP REPAIR TECHNICIAN at Self-Employed (2025-01 – Present)

• Diagnose, repair and maintain 500+ laptops and desktop computers for individual and business clients across Nairobi.
• Achieve a 90%+ first-time issue resolution rate, reducing repeat support requests and improving customer satisfaction.
• Install, configure and optimize Windows and Linux operating systems for improved performance, stability and security.
• Diagnose and replace computer hardware components including SSDs, RAM, displays, keyboards and motherboards.
• Perform hardware upgrades and system optimization to improve device performance and extend equipment lifespan.
• Configure and troubleshoot routers, printers, Wi-Fi networks and internet connectivity for homes and small businesses.
• Implement backup solutions to reduce the risk of data loss and improve client data protection.
• Provide onsite and remote technical support using TeamViewer, AnyDesk and Remote Desktop.
• Advise clients on hardware upgrades, cybersecurity, system maintenance and appropriate IT solutions.

IT ADMINISTRATOR at Pertom Digital Limited (2020-04 – 2024-12)

• Managed day-to-day IT infrastructure and technical support across multiple departments, ensuring reliable system performance and availability.
• Administered Microsoft 365 user accounts, email services, Microsoft Teams and collaboration tools while providing ongoing end-user support.
• Installed, configured and maintained computer hardware, software applications and network equipment across the organization.
• Troubleshot hardware, software, connectivity and user-account issues, ensuring timely resolution of incidents.
• Reduced IT downtime through proactive monitoring, preventive maintenance and rapid incident response.
• Implemented monthly operating system patches and security updates to strengthen endpoint security and reduce vulnerabilities.
• Supported basic Active Directory and Windows Server administration, including user and system management.
• Developed IT documentation and standard operating procedures that improved support efficiency, consistency and knowledge transfer.
• Assisted users with Microsoft Outlook, Teams, OneDrive and other Microsoft 365 applications.
• Maintained IT assets and supported hardware procurement, deployment and maintenance activities.

IT INTERN at Silicon Spacenet Systems (2018-03 – 2019-10)

• Configured and maintained Windows and Linux workstations and assisted with network setup and connectivity troubleshooting.
• Installed software applications and performed preventive maintenance on company computers and IT equipment.
• Assisted with hardware repairs, diagnostics and troubleshooting of common desktop and laptop issues.
• Provided technical support to end users and resolved hardware, software and network-related problems.
• Updated company web pages using HTML and CSS.
• Documented recurring technical problems and solutions to improve knowledge sharing and troubleshooting efficiency.

INDUSTRIAL ATTACHMENT – IT SUPPORT at Social Health Authority (SHA), formerly NHIF (2016-10 – 2016-12)

• Registered members within the organization's information system while maintaining accurate member records.
• Captured member photographs and produced membership cards.
• Performed accurate data entry and maintained high standards of data integrity.
• Assisted staff and members with technical issues during registration and card-processing activities.

DIPLOMA IN INFORMATION TECHNOLOGY in Information Technology – Jomo Kenyatta University of Agriculture and Technology (JKUAT) (2015 – 2017)

KENYA CERTIFICATE OF SECONDARY EDUCATION (KCSE) – St. Kizito Nyansiongo High School (2011 – 2014)