Eng. Abel

Dynamic IT professional with extensive experience in leading and managing IT support operations to ensure the smooth functioning of organizational IT systems. Proven track record of providing expert-level technical assistance, implementing proactive maintenance procedures, and driving continuous improvement initiatives. Skilled in team leadership, vendor management, and compliance with industry standards and regulations.

Dedicated to delivering exceptional service and fostering a collaborative and innovative work environment.

Group Technical Lead at Anvil Shield Group (2024-06 – Present)

• Providing technical expertise and guidance to team members, ensuring alignment with project objectives and technical standards
• Leading architecture design and technology selection, driving innovation and scalability
• Overseeing the development lifecycle, from requirements gathering to deployment, ensuring adherence to best practices and quality standards
• Collaborating with stakeholders to understand business needs and translate them into technical requirements
• Mentoring team members, fostering skill development and knowledge sharing
• Monitoring project progress, identifying risks and mitigation strategies, and ensuring timely delivery
• Serving as a liaison between technical and non-technical teams, facilitating communication and alignment
• Continuously evaluating emerging technologies and industry trends, integrating them into project planning and execution
• Timely report on General IT Team Performance
• Scheduled Image and offline server Backups
• Administering All Systems for the Group
• Biometric Access/Clock in/out and CCTV Management

Senior IT Support Officer at Anvil Shield Group (2022-07 – Present)

• System Administration for the three companies which are: Ngao Credit Ltd, Tracking Hub Ltd and Lucent Insurance Brokers
• Managing and creating users on 3CX PBX System for all the companies under the shield
• Managing the 365 SharePoint and mail exchange
• Managing and creating Power Bi Dashboards
• Administration on Microsoft Dynamics CRM and giving Support
• Administration and support on our core Banking system
• The General IT support which Mostly detailed on my CV
• Managing of ticketing systems, solving of tickets as per SLA both First Level and Second Level

Senior IT Systems Engineer at Out serve Technologies Limited (2020-03 – 2022-06)

• Monitor and manage all installed systems and infrastructure
• Establish, configure, test, and maintain operating systems, application software, and system management tools
• Provide technical direction to IT support staff by evaluating existing systems
• Oversee the development of customized software and hardware solutions
• Plan and implement systems automation to enhance efficiency
• Formulate and design security systems to ensure data safety
• Ensure constant availability of technical resources
• Maintain and supervise inventory
• Provide timely reporting on system status for rapid glitch response

IT Service Operations Engineer at Computech Limited – Contracted at Britam Insurance (2019-02 – 2020-03)

• Offer technical assistance to staff, addressing issues ranging from network connectivity to Office 365, conference room setups, printers, screens, and phones
• Monitor and report performance issues related to third-party services, ensuring consistent, reliable, and secure delivery
• Maintain the overall health of office technology, performing application updates, security patches, and configuration changes on network hardware and services
• Collaborate with the IT Manager to implement proactive monitoring and reporting approaches for network services, maximizing uptime and reliability
• Support and oversee local IT vendors, including network, laptop, telecom, wireless, and supporting application providers
• Cultivate relationships with internal stakeholders, anticipating issues, influencing technology adoption, and addressing satisfaction levels and concerns
• Stay updated on IT industry trends, innovations, compliance, cyber risks, and software and hardware costs
• Research and propose solutions for software and hardware issues, including port activation and network cable termination
• Diagnose and troubleshoot technical problems, such as account setups and network configurations, ensuring timely resolution
• Guide clients through troubleshooting steps via phone, email, or chat until issues are resolved, providing prompt and accurate feedback
• Utilize internal databases and external resources to deliver precise technical solutions
• Follow up with clients to confirm the functionality of their IT systems post-troubleshooting
• Generate accurate and timely reports on IT support activities
• Document technical knowledge through comprehensive notes and manuals for future reference

IS- Service Desk Analyst and Support Engineer at Computech Limited – Contracted at Kenya airways (2016-07 – 2018-12)

• Offer technical assistance to staff members, addressing issues such as network connectivity, Office 365, conference room setups, printers, screens, and phones
• Perform routine tasks including application updates, security patches, and configuration changes on network hardware, services, and management tools
• Receive, categorize, prioritize, and log incidents and requests daily
• Investigate incidents, diagnose problems, and strive to resolve them promptly to restore services for customers
• Escalate incidents, requests, and problems according to established escalation procedures daily
• Keep affected customers informed about the progress of incident and request resolutions, including notifying them of upcoming changes or agreed-upon outages
• Cultivate and maintain strong relationships with all Service Desk customers while ensuring quality and meeting expectations
• Manage open calls and ensure timely resolution of issues
• Support and configure end users on various standard and business applications, including email, monitoring, internet troubleshooting, and management
• Guide users through best practices and provide advice on the appropriate use of hardware and software
• Implement Service Desk policies, plans, and strategies related to ITIL processes such as Incident Management, Request Fulfillment, and overall Service Desk function

I.T Technician at Bright Technologies Limited (2015-03 – 2016-07)

• Installing and configuring computer hardware operating systems and applications
• Monitoring and maintaining computer systems, hardware, and networks
• Troubleshooting computer hardware/software and network problems
• Responding to calls/visiting customers to sort I.T related issues
• Computers and E.T.R machines servicing
• Microsoft outlook settings and configuration-emails
• Equipment installation
• Taking machine for a warrant to supplies workshops and follow up
• Assisting market staff in I.T issues
• Any I.T assigned job

I.C.T Tutor and computer technician at Kenya Institute of Finance and Applied Management (KIM) Nairobi (2014-03 – 2014-09)

• Computer application packages
• Computer software and hardware maintenance

Volunteer-ICT Technician at Sky-Limit Computer Solutions (2014-01 – 2014-03)

• Installation–Routers, Switches, Access points, PCs, UPS, Printers, and Projectors, and ensuring that IT equipment has the latest updates fixes, and service packs installed
• CCTV installation and monitoring
• Network (Structured cabling)
• Computer maintenance and software installation/upgrade
• Computer/network hardware troubleshooting and configuration

Intern at Mumias Sugar Company limited (2012-09 – 2012-12)

• Networking
• Systems administration
• Telecommunication
• software installation and configuration
• helpdesk service support
• hardware and software maintenance volunteer at Soft-com Production Centre (2010-11 – 2011-01)
• Sound recording and editing
• Video shooting and editing
• Camera work
• Photo editing
• Machine technician and setting
• Computer maintenance and software installation

BIT in Bachelor of Information Technology – Mount Kenya University (2021-09 – 2024-08)

Certification in CompTIA Networking(N+) and A+ – Webs institute (2016-05 – 2016-08)

Diploma in Computer Science – The Kitale National Polytechnic (2011-09 – 2013-11)

O levels in Kenya Certificate of Secondary Education (K.C.S.E) – Ingotse Boys High School (2006 – 2010)

Primary Education in Kenya Certificate of Primary Education (K.C.P.E) – St Andrews-Baraton Primary School (1996 – 2005)