Clinton Joash

Resourceful and certified ICT professional holding a Bachelor of Technology in Computer Technology and the Google IT Support Professional Certificate. Hands-on experience across IT service desk operations, endpoint troubleshooting, network management, systems administration, and technical documentation. Proven track record in resolving complex hardware and software issues, managing Windows and Linux environments, supporting enterprise platforms like SAP ESS, Microsoft 365, and Terminal Operating Systems (CATOS, KWATOS, CIYOS), and deploying IP telephony and network printer infrastructure.

Combines strong IT service management (ITIL/ITSM) framework knowledge with practical software development capability in Python Flask, database management, and API integration.

IT Technical Support Specialist at Ripple-Pro / Riana Group (2026-01 – Present)

• Deliver end-to-end technical support for end-users covering hardware, software, email setup, printer networks, and endpoint security.
• Manage Service Desk workflows including incident logging, initial troubleshooting, root-cause analysis, ticket escalation, and user communication.
• Author and refine professional IT documentation including Service Desk Charters, Escalation Matrices, ITSM/ITOM references, and user self-service guides.
• Conduct cybersecurity awareness training for staff on phishing prevention, MFA implementation, secure document sharing, and incident reporting.

ICT Officer - Technical Support & Digital Operations at Didupa Agency (2024-12 – 2025-10)

• Provided day-to-day technical support for workstations, network connectivity, internal software applications, and digital operational tools.
• Executed routine system maintenance, software upgrades, and diagnostic routines to minimize service downtime.
• Compiled weekly operational performance summaries, technical incident logs, and system update reports for management review.

ICT Support Attachment at Tier Data Limited (2024-08 – 2024-11)

• Assisted with workstation deployment, device troubleshooting, OS updates, and basic network infrastructure support tasks.
• Developed structured technical documentation and refined user-facing support workflows.

ICT Support Attachment / Intern at Kenya Ports Authority (2024-01 – 2024-06)

• Installed, configured, and maintained desktop hardware, operating systems, and enterprise application software.
• Supported enterprise applications including SAP ERP client setup and Terminal Operating Systems (CATOS, KWATOS, CIYOS).
• Configured IP phone systems, network printer drivers, proxy settings, and Microsoft Outlook configurations for end-users.
• Gained hands-on experience in server room operations, domain controller maintenance, backup procedures, and structured network troubleshooting.

Bachelor of Technology in Computer Technology – The Technical University of Kenya (2024-11)

Kenya Certificate of Secondary Education in KCSE – Shikunga High School (2015-01 – 2018-01)