Kaigu Mungai

As a seasoned I.T professional, I understand that Information is an important business resource that requires exceptional handling due to its functional role in business operations and decision-making. In addition to my I.T support and technical skills, I have experience in Microsoft Office Suite applications (i.e. Word, Excel, PowerPoint, Access Database) problem-solving, accountability and attention to detail.

All these skills are essential to data entry, which I honed during my work experience as an I.T support Technician (currently working Freelance).

1. User Support: 

• Provide first-line support to end-users for hardware, software, and network-related issues. 
• Respond to help desk tickets, emails, and phone calls in a timely and professional manner 

2.Technical Troubleshooting:

• Diagnose and resolve hardware and software issues for desktops, laptops, and peripherals. 2. Troubleshoot network connectivity problems and implement solutions. 

3. Installation and Configuration: 

• Install, configure, and maintain computer hardware, operating systems, and software applications. 
• Set up and deploy workstations, servers, and other IT equipment. 

4. Software Updates and Patching: 

• Ensure that operating systems and software applications are up to date with the latest patches and updates. 
• Implement software updates and patches to enhance security and performance. 

5. Documentation: 

• Create and maintain documentation for IT processes, procedures, and troubleshooting guides using Microsoft Word, Excel and PowerPoint. 
• Fault Diagnosis and Repair reports and documentations using Microsoft Word and Excel. 
• Keep records of hardware and software inventory.

6. Remote & On-Site Support: 

• Provide remote assistance to users, especially for employees working in different locations.
• Use remote desktop tools to troubleshoot and resolve issues. 

7. Hardware Maintenance: 

• Perform routine maintenance on computer hardware, such as cleaning and updating drivers. 2. Coordinate hardware repairs or replacements as needed. 

8. Customer Relations 

• Interacted properly with customers and de-escalated situations that could get heated and found solutions for them. 
• Customer collaboration during job tasks at their sites as Team Leader for various Preventive Maintenance and I.T support tasks. 

9. Continuous Learning:

• Through continuous learning, was assigned Team Leader and Advisor, for Installation of Ubuntu Linux and subsequent support tasks as a specialty for a team project.
• Through continuous learning, I contributed greatly in development of Installation procedures that maneuvered around hiccups encountered with Windows 11 on Dell Gen 13 processors on laptops. 

10. Supervisory Role:

• Played an advisory and supervisory role in the installation of Ubuntu Linux and other client-specified applications on Client laptops. In this capacity, I ensured customer quality requirements were met and all application software were installed and working properly. 
• Team Leading roles for some of the On-Site preventive maintenance tasks at clients' premises. As Team Leader I was in charge of customer relations with the clients and job supervisor of the technical team. 

All these projects were well documented and reports submitted to my manager.

Skills Acquired 

• Software Installation (2 years)
• Computer Networking (1 year)
• Remote Access Software & support (1 year)
• Microsoft Excel (5 years) 
• Computer Hardware (1 year) 
• Customer Relation (1 year) 
• Desktop Support (1 year) 
• Help Desk (1 year) 
• Operating Systems (1 year) 
• Microsoft Windows (5 years) 
• Technical Support (1 year) 
• IT Support (1 year)
• Microsoft Word (5 years)
• Computer hardware (1 year)
• Typing Speed (65 - 70 words per minute) - tests done on typing.com and 10fastfingers.com 
• English Proficiency Level: Fluent. 

Bachelor's degree in Information Technology 

Multimedia University of Kenya 

Nairobi

September, 2019 - October, 2023