Robert Ngetich

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

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.

Certificate in Data Science| August to November 2019| Strathmore University 

BSc, Telecommunication & Information Technology | 2010- 2014 | Kenyatta University 

· Degree Awarded: Second Class Honors (Upper Division)

KCSE | 2005- 2008 | Moi High School Kabarak 

· Grade attained A-(Minus)