Kinyumu Kangethe

IT Support Specialist with over 2 years of hands-on experience supporting hospitality business operations through reliable ICT infrastructure, user support, network administration, and hotel systems management. Skilled in maintaining business-critical systems including PMS, POS, Microsoft 365, Active Directory, and network services to ensure operational continuity and efficient service delivery. Experienced in troubleshooting hardware, software, and connectivity issues within fast-paced environments while maintaining high system availability and user satisfaction.

IT Assistant - Sentrim Hotels & Lodges - Kenya

(2025-11)

Currently support day-to-day hotel operations by ensuring business-critical systems remain available and functional across departments. Work closely with staff from front office, restaurant, reservations, housekeeping, finance, and administration to resolve technical issues efficiently and minimize disruption to guest services and internal operations. Responsible for first-line and second-line support involving PMS systems, POS terminals, printers, desktops, laptops, user accounts, and network connectivity.

Frequently troubleshoot operational issues during peak business hours, ensuring hotel services continue running smoothly.

• Resolved hardware, software, and connectivity issues affecting daily hotel operations while maintaining high system availability.
• Supported PMS and POS environments to ensure uninterrupted front office, restaurant, and billing operations.
• Assisted in maintaining stable LAN and Wi-Fi connectivity for both staff and guest services.
• Configured and maintained desktops, laptops, printers, scanners, and shared devices across departments.
• Managed Active Directory user accounts including onboarding, password resets, access permissions, and account deactivation.
• Supported Microsoft 365 and Exchange services including mailbox setup, Outlook troubleshooting, and email access support.
• Performed routine maintenance and system checks to reduce downtime and improve operational reliability.
• Assisted in maintaining ICT asset records, equipment tracking, and inventory documentation.
• Coordinated with vendors and service providers during technical repairs and maintenance activities.
• Guided users on system usage, troubleshooting basics, and best practices to improve efficiency and reduce recurring issues.

IT Support Officer Intern - Fairmont Mount Kenya Safari Club - Nanyuki, Kenya

(2024-03 - 2024-09)

• Provided first-line support for 100+ users, resolving a high volume of hardware, software, and connectivity issues to minimize downtime, demonstrating strong troubleshooting skills.
• Executed the full setup, configuration, and maintenance of computers, printers, and peripheral devices for staff and operational use.
• Managed user access and permissions via Active Directory and Microsoft 365, strengthening security compliance during staff onboarding and off boarding.
• Improved network performance by reconfiguring routers and access points, resulting in a 40% improvement in Wi-Fi uptime during peak operations.
• Maintained IT asset inventory and contributed to weekly reporting on system performance and recurring issues, guiding preventive measures.
• Assisted in ensuring antivirus and system updates were applied consistently across endpoints to maintain cybersecurity hygiene.

Diploma - Information Communication Technology - Kiambu National Polytechnic