Idris Hassan

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.

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.

Bachelor of Science in Information Technology – Zetech University

Diploma in Information Technology – Zetech University