Collins Kiptoo

Results-oriented Computer Science graduate with hands-on experience in Tier 1 IT helpdesk support, troubleshooting hardware/software issues, and delivering excellent customer service. Proven ability to diagnose and resolve technical problems via phone, email, and ticketing systems while maintaining high client satisfaction. Currently undergoing a 6-month Cybersecurity GRC (Governance, Risk, and Compliance) Course to deepen expertise in security frameworks, risk management, and regulatory compliance.

Skilled in networking fundamentals (TCP/IP, DNS, DHCP), Windows/macOS, Microsoft 365, and Active Directory. Flexible and available immediately to join a dynamic IT support team.

IT Support Trainee (Helpdesk)/Attachee at Kenya Railways Corporation (KRC) (2025-01 – Present)

Selected for Competitive Attachment Program

• Served as first point of contact for 50+ users, logging, triaging, and resolving support tickets via phone, email, and in-person
• Troubleshot and resolved Tier 1 issues including password resets, account lockouts, software installations, and hardware failures on desktops, laptops, and printers
• Performed network monitoring and basic troubleshooting (router/switch checks, IP conflicts, Wi-Fi connectivity)
• Documented all support interactions with clear ticket notes, ensuring seamless escalation of complex issues to senior technicians
• Supported scheduled system backups and data integrity checks to maintain business continuity
• Developed strong client engagement skills by interacting with diverse staff and resolving their IT concerns with professionalism and speed

University IT Support (Volunteer/Helpdesk) at Chuka University (2023-01 – 2024-12)

• Provided on-site and remote technical support to 100+ fellow students, troubleshooting Wi-Fi connectivity, software installations, and hardware problems
• Reset university portal passwords and guided students through e-learning platform navigation
• Created quick-reference IT guides to help new students onboard faster
• Managed 20+ support tickets per week with a focus on first-call resolution and positive user experience

Bachelor of Science in Computer Science – Chuka University (2021-01 – 2026-12)

Certificate in Cybersecurity GRC – Cybersecurity GRC Course (2025-01)

Kenya Certificate of Secondary Education (KCSE) – Kericho High School (2018-01 – 2021-12)

Kenya Certificate of Primary Education (KCPE) – Berur Primary School (2011-01 – 2017-12)