Veronica Muthoni

I am results-oriented IT professional with hands-on experience in IT support, systems administration, network management, and cybersecurity. Proven ability to maintain ICT infrastructure, troubleshoot technical issues, and support end-users to ensure seamless operations. Skilled in Microsoft Office 365, Windows systems, network monitoring, database management, and ICT asset management, with strong knowledge of cybersecurity practices and data protection standards.

Adept at delivering ICT solutions, supporting digital transformation initiatives, and enhancing operational efficiency within organizational environments.

ICT Intern - Network Operation Center - ICT Authority – PDTP - Coastal Region

(2025-01 - 2025-12)

• Monitor network performance across the Coastal Region using specialized tools to detect outages, bandwidth issues, and connectivity interruptions in real time.
• Prepare comprehensive daily and weekly reports on network availability, uptime, and incidents, providing actionable insights to supervisors and management.
• Generate, track, and manage service tickets for network outages, ensuring accurate documentation from incident identification to resolution.
• Escalate unresolved network issues to field supervisors, ICT Officers, and contracted service providers, coordinating responses to minimize downtime.
• Respond promptly to client and internal department inquiries regarding network performance, outage status, and restoration timelines.
• Maintain detailed logs of network incidents, troubleshooting actions, and resolutions for audit, reporting, and performance analysis purposes.
• Support Government of Kenya (GoK) data and system inventory registration sessions by capturing, verifying, and updating ICT assets accurately.
• Assist in troubleshooting and resolving hardware and software problems affecting network operations, including routers, switches, servers, and end-user devices.
• Participate in system audits, inventory checks, and compliance exercises to ensure ICT assets are accurately accounted for and secure.
• Collaborate with cross-functional teams to implement network improvement initiatives, infrastructure upgrades, and preventive maintenance measures.
• Analyze recurring network issues to identify root causes, recommend improvements, and support long-term operational efficiency.
• Ensure adherence to cybersecurity protocols, confidentiality, and organizational policies while handling sensitive network and system data.

ICT Intern - Kenya Revenue Authority (KRA) - Central Region

(2022-12 - 2024-12)

• Monitored network infrastructure across the Central Region, identifying outages, latency issues, and performance bottlenecks.
• Conducted troubleshooting of network connectivity problems, including switches, routers, servers, and end-user devices.
• Installed, configured, and maintained new ICT devices such as computers, printers, scanners, and network peripherals.
• Provided technical support to staff, resolving hardware, software, and networking issues promptly to minimize downtime.
• Managed and organized network cable systems, ensuring proper labeling, routing, and documentation for improved network efficiency.
• Assisted in maintaining servers, workstations, and network equipment to ensure optimal performance and reliability.
• Supported the deployment and configuration of operating systems, applications, and software updates across the organization.
• Responded to user inquiries and provided guidance on ICT policies, systems usage, and troubleshooting procedures.
• Documented technical issues, solutions, and network changes for reporting, audit, and knowledge-sharing purposes.
• Collaborated with colleagues to implement network improvements, system upgrades, and preventive maintenance tasks.
• Ensured compliance with organizational ICT policies, cybersecurity protocols, and data protection standards.
• Participated in ICT projects and initiatives, contributing to infrastructure planning, system enhancements, and operational efficiency.

ICT & Clerical Officer Intern - Tuskys Supermarket

(2022-08 - 2022-12)

• ICT Support & Troubleshooting - Provided hardware and software support to staff, installed and maintained ICT devices, and ensured network connectivity and system performance.
• Staff Records & Data Management - Managed and updated staff records, attendance logs, and performance data, maintaining accuracy and confidentiality.
• Inventory & Supplier Coordination - Processed supplier orders, tracked deliveries, conducted stock investigations, and resolved discrepancies to ensure effective inventory control.
• Training & User Support - Assisted in training staff on software applications, ICT device usage, and troubleshooting to enhance operational efficiency.
• Reporting & Compliance - Prepared reports on stock, supplier performance, and ICT system status, while supporting organizational ICT policies and data security protocols.

Deputy Presiding Officer - IEBC

(2022-08 - 2022-08)

• Polling Supervision & Coordination - Oversaw all activities at the polling station, ensuring compliance with IEBC regulations and smooth election operations.
• Voter Verification & Queue Management - Verified voter identification, enforced eligibility criteria, and managed queues to maintain order and resolve disputes.
• Vote Tallying & Result Reporting - Recorded, tallied, and verified votes, announced results, and submitted official forms to the Constituency Returning Officer.
• Security & Electoral Compliance - Ensured the safety of ballot materials, staff, and voters while monitoring transparency, fairness, and adherence to electoral procedures.

Voter Registration Clerk (2022 General Elections) - IEBC

(2022-01 - 2022-02)

• Voter Enrollment & Verification - Registered new voters, verified identification documents, and captured biometric data to ensure accurate and secure voter records.
• Civic Education & Public Assistance - Educated citizens on voter registration processes, eligibility, electoral laws, and procedures, while responding to public queries.
• Compliance & Reporting - Ensured adherence to IEBC policies and regulations, properly handled sensitive materials, and reported registration statistics to supervisors.

ICT Attaché - Laikipia County Assembly

(2019-05 - 2019-08)

• Installed, configured, and upgraded computer hardware, operating systems, printers, and peripheral devices to ensure seamless functionality across departments.
• Supported the setup and maintenance of Local Area Network (LAN) connections and internet services, ensuring reliable connectivity for all staff.
• Diagnosed, troubleshot, and resolved hardware, software, and network-related issues, minimizing downtime and improving efficiency.
• Updated and maintained the County Assembly's official website by uploading new content, correcting errors, and ensuring information accuracy and accessibility.
• Delivered first-line ICT support by responding to user queries, providing technical assistance, and offering guidance on ICT system usage.
• Conducted routine system health checks, identifying vulnerabilities, and implementing corrective measures to maintain optimal performance.
• Installed security updates, antivirus software, and performed system patches to safeguard organizational data and ICT infrastructure.
• Assisted in maintaining ICT asset records and inventory management, ensuring proper tracking and accountability of equipment.
• Supported staff in effectively using Microsoft Office applications and other specialized business software, improving productivity.
• Organized cabling and network infrastructure setups for offices, ensuring tidy, safe, and efficient connectivity solutions.
• Collaborated with senior ICT staff in implementing ICT-related projects, contributing ideas and providing technical support during system upgrades and improvements.

Bachelor of Science - Information Technology - Pioneer International University

Certificate - Graphics Design - Best Graphics School