Idris Hassan
IT Support Specialist | Troubleshooting · Networking · Systems Administration
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About
IT Support professional with 4+ years of hands-on experience across help desk support, hardware/software troubleshooting, networking, and systems administration in higher-education and government environments. Proven ability to diagnose and resolve technical issues quickly, train and support end-users, and keep systems running reliably with minimal oversight. Currently pursuing CompTIA A+ certification to reinforce core hardware, OS, and troubleshooting fundamentals.
Experience
IT Intern at Ruiru Technical Vocational College (2026-05 – Present)
- Provide first-line help desk support to students and staff, troubleshooting hardware, software, and network issues to minimize downtime.
- Support system installations, upgrades, and routine maintenance across campus computer labs and offices.
- Document IT processes and maintain an up-to-date inventory of equipment to support faster issue resolution and asset tracking.
- Deliver clear, patient technical guidance to non-technical end-users, reducing repeat support requests.
IT Intern at Kenyatta University (2022-01 – 2023-03)
Concurrent, part-time
- Diagnosed and resolved hardware and software failures on faculty and student computers, restoring functionality with minimal turnaround time.
- Installed and configured Windows and Linux operating systems across a range of desktop and laptop hardware.
- Connected and maintained security cameras across the institution, including servers integration and repair of malfunctioning units.
- Resolved wired and wireless network/internet connectivity issues for staff and students.
- Maintained technical documentation and inventory records, and assisted with software installs and upgrades to meet evolving team needs.
- Investigated and corrected program error messages, adjusting settings or escalating as needed to restore functionality.
- Collaborated with cross-functional teams to gather requirements for technical projects and supported evaluation of new tools and technologies.
- Participated in QA activities, identifying and reporting software defects to support product reliability.
IT Assistant at National Water Harvesting and Storage Authority (2021-01 – 2022-12)
Concurrent, part-time
- Monitored systems and enforced security procedures to protect against unauthorized access, viruses, and data loss.
- Received, set up, and supported end-user equipment including desktops and laptops for new and existing staff.
- Analyzed support ticket trends to identify recurring issues, enabling proactive fixes that reduced repeat incidents.
- Trained users and junior support staff on proper hardware and software use, improving first-contact resolution.
- Defined operational metrics and built dashboards to track infrastructure health, usage, and performance for IT leadership.
- Evaluated and tested commercial software for security and maintainability prior to deployment.
- Tracked inventory of consumable goods and spare components to maintain readiness for disaster recovery.
- Offboarded defunct systems and components in compliance with data integrity and destruction policies.
Education
Bachelor of Science in Information Technology – Zetech University
Diploma in Information Technology – Zetech University
