David Okech

Results-driven IT Support Specialist and Web Developer with 3+ years of experience delivering enterprise IT solutions, systems administration, and front-end development.

Certified

Google IT Support Professional with a proven track record of reducing downtime, improving system performance, and deploying scalable contact center and web solutions. Proficient in Linux and Windows environments, API integrations, and network configuration, with a strong focus on reliability, performance, and user satisfaction.

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

Bachelor of Science in Information Technology – Multimedia University of Kenya (2020-10 – 2024-11)