Josephine Catherine

Customer-focused and tech-savvy professional with a strong background in information technology, digital communication, and customer support. Experienced in handling customer inquiries, managing digital platforms, and supporting fast-paced teams with professionalism and empathy. Adept at multitasking, social media engagement, CRM usage, and delivering excellent customer experiences. Seeking to contribute to a dynamic, customer-first organisation.

ICT Assistant at Independent Electoral and Boundaries Commission (IEBC) (2022-08 – 2022-10)

• Provided frontline technical assistance to electoral staff, troubleshooting hardware and software issues, ensuring the smooth functioning of ICT infrastructure.
• Conducted regular maintenance and updates on computer systems and networks to enhance efficiency and minimize downtime.
• Played a key role in managing and securing sensitive electoral data, implementing robust data backup procedures, and ensuring data integrity.
• Conducted training sessions for electoral staff on the use of ICT tools, fostering a technologically proficient work environment.
• Collaborated with cross-functional teams to integrate technology into electoral processes, contributing to the overall efficiency of the commission's operations.
• Responded promptly to technical issues, employing analytical and problem-solving skills to address challenges and maintain operational continuity.

ICT Assistant and Customer Support at Kenya Revenue Authority (KRA) (2022-01 – 2022-07)

• Coordinated the planning and execution of ICT systems upgrades, ensuring minimal disruption and optimal functionality.
• Maintained comprehensive documentation of ICT processes, procedures, and troubleshooting steps. Generated reports on system performance and issue resolution.
• Served as a bridge between the ICT department and other units, facilitating communication and understanding of technology needs and solutions.
• Assisted in the management and maintenance of computer networks within the organization, ensuring seamless connectivity and efficient data transfer.
• Conducted routine maintenance tasks, including updates, patches, and system optimizations to ensure the reliability and optimal performance of ICT systems.
• Implemented and enforced security protocols to safeguard sensitive information, ensuring the confidentiality and integrity of KRA's data assets.
• Worked collaboratively with team members and other departments to integrate technology solutions into daily operations, streamlining processes for increased efficiency.
• Actively participated in cross-functional ICT projects, collaborating with teams from different departments to achieve common organizational goals.
• Assisted in the implementation and enforcement of ICT policies, ensuring adherence to best practices and compliance with regulatory standards.
• Facilitated remote technical support for staff working off-site, addressing issues and providing solutions to maintain workflow continuity.

Bachelor of Science in Information Technology – UNIVERSITY OF KABIANGA (2020-09 – 2023-12)

Kenya Certificate of Secondary Education (KCSE) – LUGULU GIRLS' HIGH SCHOOL (2016-01 – 2019-12)