Wacheke Mwangi

Throughout my career, I have successfully assisted numerous clients in resolving their IT issues, providing effective solutions, and ensuring minimal downtime. I have also played a pivotal role in optimizing office operations, streamlining processes, and enhancing productivity.

• Investigate and respond to support requests via email, phone and remote- support software.
• Enhance support processes and procedures, resulting in a 94% end-user satisfaction rate.
• Develop and implement cost-effective training and support solutions to improve productivity, streamline operations, and enable faster access to critical information.
• Developed and implemented an efficient ticketing system, ServiceNow, to monitor incoming service desk tickets, track incidents, and troubleshoot issues, hardware, software, networking and operating systems.
• Install, configure and manage laptops, phones, printers and other devices for 60+ employees.
• Develop and implement cost-effective training and support solutions to improve productivity, streamline operations, and enable faster access to critical information.
• Administer all aspects of active directory group policy such as creating and managing end-user accounts using active directory and system configuration.

JOMO KENYATTA UNIVERSITY OF AGRICULTURE AND TECHNOLOGY, NAIROBI, KENYA

Bachelor of Science in IT, July 2013

• Honors: Upper Class Second Division

JOMO KENYATTA UNIVERSITY OF AGRICULTURE AND TECHNOLOGY, NAIROBI, KENYA

Diploma in IT, July 2010

• Honors: Credit