Pharz B.

HELP DESK TECHNICIAN

Technical Support | Customer Support | Software Troubleshooting

Results-oriented and adaptable IT operations professional with experience in customer service, technical support, PC maintenance, and system administration. Possess adeptness in implementing technology-based solutions for business problems, along with standards, procedures, and processes that improve business functionality. Areas of expertise include:

 Help Desk Ticketing Systems

 Problem Diagnosis

 Technical Troubleshooting

 Phone & Online Support

 Office 365 Support

 Emotional Intelligence

 Customer Service

 Complaint Handling

 Software Installs

Oryx Technologies Ltd – Nairobi 05/2022– Present

IT Consultant

Key Contributions

• Maintained outstanding attendance and customer service ratings.
• Understanding customer requirements and business objectives.
• Provision of strategic advice on use of technology to achieve

Organizational goals.

• Managing IT initiatives and collaborating with in-house technical staff.
• Design IT systems and networks ensure the right architecture and functionality.
• Support new technology implementation.
• Train users in new and existing IT systems and technologies.
• Revision of existing systems and advice on improvements and upgrades.

Nutrition International - Africa Regional Office Nairobi 04/2017 – 05/2022

Helpdesk Support Technician

• Perform preventive maintenance on systems to ensure and increase service availability for IT equipment.
• Deploy OS’s and other software on old and new computers.
• PC Maintenance, software troubleshooting and repair.
• Provide tips to users on how to efficiently work around and resolve common non-complex challenges.
• Security and audit implementation ensuring user computers have required anti-virus, virus definition files.
• Involvement in project implementation.
• Follow SLA guidelines and maintain high-level customer / user satisfaction.
• Installing and configuring computer hardware operating systems and applications.
• Supporting printers, cell phones, Cisco handsets, tablets and scanners.
• Taking end-user / clients through a series of actions; remotely, face-to-face and over the phone to help set up systems or resolve issues.
• Act as a focal point for conferencing issues, regional organization meetings and town halls.
• Recording, tracking and documenting the problem-solving process, including all successful and unsuccessful actions taken, through to the final resolution.
• Working continuously on a task until completion (or referral to third parties, if appropriate).
• Perform any other related duties consistent with the scope of work and intent of the position

OTHERS

• Verify and provide technical consultancy to procurement regarding purchasing spare parts for IT equipment and ensuring equipment purchased are of the right specifications and conforms to organization standard specifications.
• Ensure data protection & backup systems are working properly (software & hardware) through BOX and Cloud backup service.
• Provide L1&2 support to end users on site and in the field by use of remote tools such as team viewer and any Desk while escalating L3 and above issues to Global HelpDesk at Ottawa and Gridway MSP.
• Tracking support tickets and calls in the ticketing system and any telecommunication channel.
• Assist with users’ e-mail accounts creation, setup, archiving, termination, and distribution group management.
• Install, document, manage and support wired and wireless networks.
• In coordination with the IT Manager, put work plans in place for improving IT systems, Internet connections and local networks for better performance.
• Maintain LAN & WAN networks, peer-to-peer or client-server architecture appropriately.
• Do regular monthly reporting using the organization IT report template.
• Plan and execute quarterly preventive maintenance on organization systems.
• Maintain an updated IT Asset Register including software & licenses.
• Identify and Monitor needed MSA/MPA for the IT-related equipment.

Fastwave Technologies Ltd Dec 2010 to March 2017

Service Desk Technician

• Password Resets – From the AD and Windows Admin Centre
• Ensuring data and information integrity
• End-user Training and support
• Monitoring the team’s daily workflow and delivery of high-quality technical support to external and internal end-users / clients.
• Identifying challenges and development opportunities for the team.
• Assisting the IT Supervisor with ensuring adequate coverage for the Service Desk Agents, including helping with identifying backfill and distributing workload in case of a shortage.
• Creating, modifying, monitoring and up keeping the IT Service Desk schedule.
• Attending and participating in team meetings and briefings.
• Representing the Service Desk at inter-departmental meetings.
• Responding to end-user / clients with an analysis of their IT support calls through qualifying questions over the phone, email and remote applications to diagnose the needs / challenges.
• Properly documenting and transitioning challenges / issues following escalation protocols recommend by the organization.
• Serve as communications loop between the Supervisor and Agents by providing management, escalation and feedback as required.
• Serving as an internal escalation point for IT challenges and providing timely follow-up, guidance to the team.
• Continuously identifying opportunities for workflows and processes within the IT Service Desk
• Providing input for Performance Evaluation for IT Service Desk teams.
• Evaluating the quality and operational performance of the IT Service Desk Agents’ calls/ tickets and providing feedback as required.
• Collaborating with other Service Desk Leads to design, document and implement new processes, Knowledge articles and SOP enhancements to drive high Fast Call Resolution for the Service Desk.
• Accurately documenting pertinent information for requests and incidents in relevant ticketing system(s).
• Troubleshooting internal applications specific to the business as well as problems with network connectivity, operating systems, VPN/web access etc.
• Assisting in documentation and reporting of IT related matters to the department head.
• File storing and backup operations.
• Configuration of Microsoft outlook to the local / on site and field user’ mobile devices and computers.
• Connecting users to the shared network resources – printers, photocopiers and scanners.
• Support LANs, WANs, network segments and intranet systems.
• Maintain network integrity, server deployment and security.

Insurance Company of East Africa (ICEA) Jul 2009 to Nov 2010

IT Support

• End-user Training and support
• Joining client / user machines to the domain.
• Planning and executing quarterly Preventive Maintenance to all IT equipment.
• Assisting in the documentation and reporting to the department head.
• File storing and backup operations.
• Data management and recovery.
• Software and Hardware installation, configuration and management.
• User accounts creation.
• Work hand in hand with vendors in project planning and implementation.
• Set up and configuration of user computers, printers, scanners and shredders.
• Connecting users to the shared network resources -printers and photocopiers.
• Asset inventory management.

2019 – 2021 INTERNATIONAL INSTITUTE OF TECHNOLOGY & MANAGEMENT STUDIES.

DIPLOMA IN PROJECT MANAGEMENT

2012 – 2014 JOMO KENYATTA UNIVERSITY OF AGRICULTURE AND TECHNOLOGY.

DIPLOMA IN INFORMATION TECHNOLOGY

2006-2008: KENYA SCHOOL OF MONETARY STUDIES - IMIS Diploma & Higher Diploma

2000-2003: ST. PETER'S HIGH SCHOOL SUNEKA o Certifications: IT Support Technical Skills Helpdesk (Feb2022), CompTIA A+ (2022 - Ongoing), IT and Cyber security (June2021 -Cybrary IT), CCNA (2007), ICDL (2006)