Melchizedek Munene

Technical Support professional with hands-on experience diagnosing hardware, software, network, and biometric access-control issues in live production environments.

At Summerdale

Inn, supported the hotel's Digi lock biometric door security system, resolving guest/staff keycard access issues, and restored a critical Pesapal payment gateway failure within 48 hours (preventing KES 500K+ in monthly revenue loss), while delivering remote desktop support with a 95% same-day ticket resolution rate. Currently an ICT Trainer maintaining network infrastructure and device security for 100+ daily users. Strong customer-facing training and documentation skills, with a fast-growing proficiency in AI-assisted support tools.

BSc in Software Development, KCA University.

ICT Trainer - Beacon of Hope Academy - Nairobi

(2026-01)

• Provide daily technical support and troubleshoot system, software, and connectivity issues for academy administration and 100+ learners.
• Maintain network infrastructure, device security, and lab uptime, ensuring reliable systems across the academy.
• Prepare training documentation and user guides, translating technical concepts for non-technical audiences.
• Deliver structured, practical training sessions across all grades covering programming fundamentals, hardware maintenance, and software usage.

IT Intern - Summerdale Inn - Nairobi

(2025-07 - 2025-09)

• Biometric & Access Control Support: Provided technical support for the hotel's Digi lock biometric door security system, diagnosing and resolving guest and staff key-card access issues to maintain uninterrupted room and facility access.
• Payment Gateway Recovery: Diagnosed and resolved a critical live Pesapal API failure within 48 hours, restoring full payment processing and preventing KES 500,000+ in potential monthly revenue loss.
• Remote Desktop Support & Ticketing: Delivered cross-departmental remote desktop support, resolving 20+ tickets with a 95% same-day resolution rate.
• ETR/eTIMS Automation: Implemented automated ETR generation workflows integrated with hotel booking software, processing KES 2.5M+ in monthly transactions with 100% KRA regulatory compliance.
• SQL Data Verification & Reconciliation: Wrote SQL queries to reconcile invoice discrepancies on bi-monthly batches worth KES 1.75M, achieving 100% financial accuracy.
• API Monitoring & System Testing: Monitored Pesapal API integrations to resolve connectivity issues before client impact, and performed post-deployment validation confirming correct transaction flows and data integrity.

Junior Developer - Shammah Hardware - Ongata Rongai

(2023-04 - 2025-06)

• Designed and deployed a full-stack e-commerce platform with an integrated M-Pesa payment gateway and real-time inventory sync, growing customer reach by 25% and cutting service inquiries by 30%.

BSc - Software Development - KCA University (2021 - 2025)