Jacinta Busienei

IT Specialist with 2+ years of experience in technical support and network administration. Skilled in providing technical support for users and business systems, managing LAN/WAN, Active Directory, DNS, DHCP, and firewall policies. Proven track record in incident resolution and maintaining system uptime. Successfully restored a crashed DNS server within 24 hours and contributed to a 99.5% uptime through scheduled maintenance and backups.

ICT Intern - The Kenya School of Law at ICT Authority - Presidential Digital Talent Program (2025-02 – Present)

• Configured and maintained LAN/WAN infrastructure, Active Directory, and email services for over 50 users utilizing Cisco and Huawei technologies.
• Executed emergency recovery of a crashed DNS server within 24 hours, successfully restoring full network functionality and preventing over 48 hours of potential downtime.
• Implemented firewall policies and enforced server room access controls while conducting cybersecurity awareness training; actively monitored threats and maintained an organizational risk register.
• Achieved 99.5% uptime through scheduled maintenance, weekly database backups, and Windows 11 enterprise rollouts; accurately maintained an ICT asset register for more than 200 devices.
• Authored monthly ICT performance reports for executive leadership, provided tier-2 technical support, resolved major incidents, and trained end-users on secure IT practices.

ICT Support at Invesco Assurance Company ltd (2022-02 – 2022-12)

• Provided technical support to over 50 employees, resolving hardware, software, and network issues, achieving a 30% reduction in average downtime through proactive troubleshooting.
• Ensured the continuity of core business systems, including General Insurance and Financial Management ERP platforms, through routine support and maintenance.
• Deployed and configured new workstations and software, minimizing business disruption during rollout phases.

Industrial Attachment - Software Systems Support at Invesco Assurance Company ltd (2021-09 – 2021-11)

• Provided accurate first-line technical support to business users of Insurance and Financial Management ERP systems, enhancing user experience.
• Documented common issues and solutions in collaboration with the IT team, improving knowledge base accessibility and reducing repeat ticket volume.

Bachelor of Science in Information Technology – Murang'a University of Technology (2022)