Robert Ngetich

IT SUPPORT SPECIALIST

Talent

Nairobi, Nairobi AreaMember since July 21, 2023

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About

As IT Support Specialist, my role is to provide technical assistance and support to stafffor various IT-related issues. I excel in troubleshooting hardware and software problems, resolving network issues, and delivering effective solutions promptly.

Working at our help desk, I handle incoming support tickets, emails, and teams messages from end-users with varying technical knowledge. Through clear and concise communication, I guide users step-by-step to diagnose and fix their technical challenges, ensuring minimal downtime and increased productivity.

I am well-versed in maintaining computer hardware and software, handling installations, updates, and data security measures. Keeping abreast of the latest technology trends, I continuously learn and adapt to offer the most up-to-date support.

I can remotely access users' systems and provide real-time support, making problem-solving seamless and efficient.

With a focus on exceptional customer service, I prioritize user satisfaction and strive to deliver solutions that cater to their specific needs. My adaptive communication skills enable me to interact effectively with users of all technical backgrounds, ensuring a positive experience throughout

Experience

ITC Officer | AGENCY FOR TECHNICAL COOPERATION AND DEVELOPMENT | ACTED|

MAY 2021 to date

Works as an ITC Assistant Officer

Roles and Responsibilities

Installs and performs minor repairs to hardware, software, and peripheral equipment
Troubleshoot and resolve technical problems.
Provide technical support to users remotely and onsite.
Ensures that all technical resources are available for meetings i.e., projector, laptops, and cables as request by user.
Develops and delivers documentation to ensure appropriate end-user support.
Develops procedures and controls for service improvements and recommend solutions to common problems.
Participates in deployment of new or upgrade information technology (e.g., office 365) and infrastructure projects, including assisting co-workers and vendor partners.
Trains co-workers on new or existing functionality or services and Identifies staff training needs based on common problems.
Enforce IT asset usage policies and standards as outlined in the ACTED ICT policy.
Ensure all bases have good internet connection and offer backup options in case of downtime.
Data management including backups and recovery.
Assisting in the procurement of IT materials and ensuring quality and good materials are procured.
Track and monitor locations of all IT assets.
Tag all IT assets as per the ACTED tagging policy.
Ensure all staff sign asset reception sheets when being assigned as when as upon return.
Answer any audit queries regarding the assets whenever required.
Any other duty that may be requested by your supervisor or Coordination.
Provide monthly IT reports as will be directed and handle monthly Asset and communication reports for the mission.
Assist in the procurement of IT materials.
Ensuring all technical requirements are adhered to during procurement.
Any other duty as may be requested by your supervisor or Coordination.

ICT Officer | County Government of Bomet | February 2017 to date

Worked as an IT Technical Support Officer

Roles and Responsibilities

Installation and performing repairs to hardware, software, and peripheral equipment, following design or installation specifications.
Providing technical support to county users remotely and onsite.
Ensures that all technical resources are available for meetings and trainings i.e., projector, laptops, and cables as request by users.
Developing documentation to ensure proper end-user support.
Developing procedures and controls for service improvements and recommend solutions to common IT problems.
Participating in deployment of new or upgrade information technology and infrastructure projects, including assisting co-workers and vendor partners.
Training co-workers on new or existing functionality or services and identify staff training needs based on common problems.

Database Administrator | Kanuli IT Solutions | January 2016 to December 2016

Was in charge of Databases and System Security

Roles and Responsibilities

Maintaining data integrity
Regular backups and data recovery
Monitor the performance of the database.
Identifying and solving any problems that arise with computer networks and systems.
Consulting with clients to specify system requirements and design solutions.
Monitoring computer networks and systems to identify how performance can be improved.
providing database administration and support

Field Engineer (Entry) | Elimunet Technologies| January 2015 to December 2015

Oversaw Network and System Support

Roles and Responsibilities

Setting up and installing new servers and network equipment, desktops, and printers
Installing and troubleshooting client applications
Monitoring backup systems and ensuring jobs are completed per schedule.
Communicating system issues, updates, and resolution plans/timelines to customer in person and/or via email and phone
Installing and troubleshooting systems
Monitoring and troubleshooting server applications such as SQL and Exchange
Monitoring and troubleshooting network infrastructure (firewalls, switches, wireless applications, etc.
Data management including backups and recovery.

IT Support (Internship) | Centre for Conflict Resolution (CCR)-Kenya| May 2014 to December 2014

Roles and Responsibilities

Setting up and installing new servers and network equipment, desktops, and printers
Installing and troubleshooting organization applications
Troubleshooting server and workstation software and hardware issues
Track and monitor locations of all IT assets.
Ensure all staff sign asset reception sheets when being assigned as when as upon return.
Answer any audit queries regarding the assets whenever required.