Product Installation & Troubleshooting Support at Expertflow East Africa Limited (2025-11 – Present)
Deploy enterprise contact center solutions across client environments, configure Linux-based servers, integrate APIs and CRM platforms, monitor system performance and maintain SLA compliance.
- Deploy enterprise contact center solutions across client environments, cutting average deployment time by 30% and improving system readiness
- Configure Linux-based servers and leads advanced network and application troubleshooting, achieving measurable reductions in system downtime
- Integrates APIs, SIP servers, and CRM platforms to engineer seamless communication workflows, enabling uninterrupted customer interactions
- Monitors system performance post-deployment and resolves incidents to maintain SLA compliance, ensuring 99%+ uptime for critical systems
- Authors comprehensive technical deployment documentation and facilitates targeted client training sessions, accelerating user adoption by an estimated 40%
IT Support Manager at Medprime Training College (2024-11 – 2025-02)
Implemented and administered ERP system, managed infrastructure, provided technical training, and maintained system reliability for 200+ students.
- Implemented and administered the Intellimis ERP system, streamlining enrollment and financial operations across the institution
- Reduced system downtime by 25% through proactive monitoring, rapid troubleshooting, and scheduled preventive maintenance
- Onboarded and supported 200+ students on institutional systems, boosting system adoption rates and operational efficiency
- Delivered department-wide technical training sessions, improving user productivity and cutting recurring support requests by approximately 35%
- Managed system updates, backups, and security configurations, maintaining continuous system reliability and data integrity
Responsive Web Developer & IT Support Specialist at National Industrial Training Authority (2023-06 – 2023-09)
Designed and deployed responsive web interfaces, resolved IT support tickets, optimized website usability and accessibility.
- Designed and deployed 10+ responsive web interfaces using HTML5, CSS3, and JavaScript, enhancing cross-device accessibility and user engagement
- Resolved 75% of IT support tickets within 3 hours, sustaining 95% system uptime across departmental operations
- Optimized website usability and accessibility, resulting in a measurable improvement in user experience scores and engagement metrics
- Diagnosed and resolved hardware, software, and network issues across departments, minimizing disruption to daily operations
IT Support Specialist at Kenya National Library Service (2022-05 – 2022-08)
Configured and maintained organizational networks, deployed system updates and security patches, resolved hardware and software issues.
- Configured and maintained organizational networks, reducing technical incidents by 50% through proactive network management
- Deployed system updates, security patches, and enhancements to safeguard infrastructure against vulnerabilities
- Diagnosed and resolved hardware and software issues for staff and end users, maintaining smooth day-to-day operations
- Assisted in system maintenance and infrastructure improvements to enhance overall organizational IT performance
