PAUL MUNGAI MWANGI
IT Network Support Technician
Nairobi
Summary
Passionate about organizational success and personal growth, excels in identifying and addressing areas of improvement, fraud, and errors independently. Thrives in high-pressure environments, dedicated to continuous learning and quick adaptation to new challenges. Values teamwork, honesty, and self-motivation, eager to contribute significantly to a dynamic company that fosters growth opportunities. Professional with strong background in network support and troubleshooting. Adept at ensuring network reliability, managing system updates, and optimizing performance. Known for effective collaboration and adaptability in dynamic environments. Skilled in network administration, problem-solving, and customer service. Reliable team player focused on delivering results.
Overview
16
16
years of professional experience
15
15
years of post-secondary education
Work History
IT / Network Support Technician
Christina D Hotel
11.2022 - Current
- Troubleshooting: Identified and resolved issues with computers, software, printers, and other peripherals, as well as network connectivity.
- Installed CCTV cameras.
- Installation and Configuration: Setting up new hardware and software, configuring user accounts and profiles, and ensuring systems are operating correctly.
- Maintenance: Performed routine maintenance on computer systems and networks, including software updates and hardware upgrades.
- User Support: Provided technical assistance to users over the phone, email, or in person, guiding them through problem-solving processes.
- Documentation: Maintaining accurate records of support requests, resolutions, and system configurations.
- Hardware and Software Support: Assisting users with issues related to specific hardware and software applications.
- Network Support: resolved network related connectivity problems, including Wi-Fi and internet access.
- Security Awareness: solved basic cybersecurity principles and assisting users with security-related issues.
- Training: Provided basic training to users on new software or hardware
- Installed cabling, wireless routers, and telephone systems for data communications networks.
- Worked with outside vendors for fiber installations and service.
- Troubleshot hardware and software to determine and rectify network problems.
- Traveled to remote office locations to install nodes and implement client software rollouts.
- Supported users both local and by phone with problem resolution and education.
- Ran cabling and installed data drops for new node installations.
- Evaluated security measures and made recommendations to network administrator for upgrades and changes.
- Supported end-users by providing prompt technical assistance, enhancing overall satisfaction levels.
- Ensured maximum uptime for critical systems with proactive monitoring and timely intervention.
- Decreased operating costs through careful analysis of current systems and recommendations for strategic improvements or consolidations where appropriate.
- Contributed to successful project completion by collaborating with cross-functional teams on complex networking initiatives.
- Logged, resolved and escalated on-site and off-site issues.
- Championed best practices within the organization, fostering a culture of continuous improvement within the network support team.
- Maintained accurate inventory records of networking equipment, streamlining procurement processes when replacements were needed.
IT Technical Consultant
Eurobag industries, Kenya
11.2021 - 08.2023
- Implemented the company policies & procedures.
- Introduced an IT Helpdesk and system of use.
- Diagnose network and system problems as well as react to failures and errors to maintain system integrity and performance.
- Repaired laptops, printers, Electrical appliances, installed CCTV cameras.
- Support IT Management to maintain system performance and react to known issues as well as perform preventative maintenance.
- Support and maintain equipment, involving hardware, software and systems.
- Supported with maintaining Windows system, Mac and email systems.
- Performed weekly and monthly backups as well as restorations as needed within the company.
- Supported in network and system security for the company.
- Plan and delivering capacity, performance and availability of the IT infrastructure systems within the company.
- Installed and upgraded Windows and Macintosh operating systems.
- Maintained Microsoft Office software, assisted employees with tips and tricks in Access, Excel, and PowerPoint & Word.
- Monitored systems and removed any malware or viruses via Microsoft Security Essentials and Malware bytes AntiMalware.
- Assigned proper rights for network-shared drives.
- Created and deployed PC/Laptop images using Norton Ghost.
- Recovered deleted data with on track Easy Recovery software
Network Technical Consultant
The Nile Institute, Thika, Kenya
11.2012 - 08.2020
- Managed multiple projects simultaneously while prioritizing deadlines effectively under pressure through meticulous organization skills and time management.
- Assisted sales teams in closing deals by providing technical expertise, product demonstrations, and addressing customer concerns during the sales process.
- Reduced downtime and improved productivity by providing timely technical support to clients, addressing their concerns and solving problems quickly.
- Facilitated knowledge transfer among team members by leading training sessions on new tools, techniques, or industry best practices relevant to the role of Technical Consultant.
- Assessed business requirements to create focused solutions.
- Trained end-users on new systems, fostering a smooth adoption process and empowering users to maximize the potential of new technologies.
- Contributed to the continuous improvement of internal processes by sharing insights, suggestions, and lessons learned from past experiences with peers and management.
- Created comprehensive documentation detailing technical specifications, system configurations, procedures, and user guides for reference purposes both internally and externally for clients.
- Developed technical requirement documentation for new software products.
- Increased client retention rate by building strong relationships through effective communication, understanding their goals, and delivering tailored technology solutions.
Help Desk Support Technician
Thika Computer Consultants, Thika, Kenya
11.2011 - 09.2012
- Supported over 70 teammates daily to efficiently and accurately retrieve thousands of client's data over the telephone, and screen-sharing software.
- Repaired laptops, printers, Electrical appliances, installed CCTV cameras.
- Provided desktop and laptop support on all versions of Windows.
- Troubleshot wired, wireless, and Hot-Spot networking issues.
- Tracked and escalated technical issues via a proprietary ticketing system.
- Troubleshot logon issues with Check Point Secure Client VPN.
- Generated reports that reflected daily operations to track project completion status in Microsoft Excel and Access.
- Proposed changes in software used to create a more efficient and smoother working environment within the company.
- Maintain and administer computer networks and related computing environments including computer hardware, systems software, applications software, and all configurations.
- Perform data backups and disaster recovery operations.
- Diagnose, troubleshoot, and resolve hardware, software, or other network and system problems, and replace defective components when necessary.
- Plan, coordinate, and implement network security measures to protect data, software, and hardware.
- Configure, monitor, and maintain email applications or virus protection software.
- Operate master consoles to monitor the performance of computer systems and networks, and to coordinate computer network access and use.
- Confer with network users about how to solve existing system problems
Help Desk Support Technician
Wawai enterprises, Nairobi, Kenya
01.2011 - 09.2011
- Installed, configured, tested and maintained operating systems, application software, and system management tools.
- Utilized analytical skills to assess patterns in help desk requests, identifying areas for improvement and recommending process changes.
- Streamlined help desk processes by implementing efficient ticketing system, reducing response time and increasing productivity.
- Developed strong relationships with vendors and suppliers, negotiating favorable contracts for hardware and software purchases.
- Evaluated emerging technologies for potential benefits in streamlining internal processes or enhancing user experience.
- Reduced wait times for help desk assistance by introducing self-service options through an online portal, empowering users to resolve common issues independently.
- Implemented automated monitoring tools to proactively detect potential network issues before they escalated into larger problems.
- Assisted in the successful migration of company systems to new platforms, minimizing disruption to business operations.
- Managed inventory control for IT equipment, ensuring availability of critical resources when needed for repairs or replacements.
- Resolved complex technical issues with innovative solutions, contributing to a significant reduction in downtime.
- Contributed to the development of disaster recovery plans, ensuring business continuity in the event of a data breach or system failure.
- Collaborated with cross-functional teams to identify root causes of recurring problems and implemented long-term solutions.
- Delivered training sessions on new software applications and IT best practices, improving employee proficiency and reducing support requests.
- Maintained strict adherence to data privacy regulations by implementing security measures throughout the IT infrastructure.
- Supported the onboarding of new employees by setting up workstations and providing training on internal systems, ensuring a smooth transition into the organization.
- Enhanced customer satisfaction by providing timely and accurate technical support for hardware and software issues.
- Conducted regular system audits to proactively identify potential issues and recommend improvements.
Internship (Computer Science Department)
Idego Systems
01.2009 - 04.2009
- Managed entire network of over 40 computers as a Network administrator.
- Spearheaded the complete makeover and efficiency of network, leading to less network and software issues.
- Upgraded and resolved problems with Windows computer hardware components.
- Troubleshoot wireless and wired networking issues with Cisco switches, Cisco routers and microtik routers
- Supported staff members in their daily tasks, reducing workload burden and allowing for increased focus on higher-priority assignments.
- Gained valuable experience working within a specific industry, applying learned concepts directly into relevant work situations.
- Analyzed problems and worked with teams to develop solutions.
- Contributed to a positive team environment by collaborating with fellow interns on group projects and presentations.
- Participated in workshops and presentations related to projects to gain knowledge.
- Gained hands-on experience in various software programs, increasing proficiency and expanding technical skill set.
- Prepared project presentations and reports to assist senior staff.
- Developed organizational skills through managing multiple tasks simultaneously while adhering to strict deadlines.
- Explored new technologies and approaches to streamline processes.
- Utilized strong communication abilities during presentations which led to increased understanding among colleagues regarding project goals and objectives.
- Conducted research for various projects, leading to well-informed decisions and successful outcomes.
- Prepared comprehensive reports summarizing data analysis findings, informing key decision-makers of important trends and patterns.
- Conducted comprehensive market research to inform strategic planning.
- Provided exceptional customer service by promptly addressing inquiries, ensuring a high level of satisfaction among clientele.
Education
Bachelors - Computer Science
Mount Kenya University
Nairobi, Kenya 01.2007 - 01.2010
Diploma - Computer
Egerton University
Nakuru, Nairobi 01.2006 - 11.2006
Kenya Certificate of Secondary Education - Kenya Certificate of Secondary Education
Rumuruti Boys
01.2001 - 01.2005
Kenya Certificate of Primary Education -
01.1993 - 01.2000
Skills
- Excellent communication skills
- Customer service skills
- Strong interpersonal skills
- Ability to work varied shifts
- Ability to process cash transactions accurately
- Front Office skills
- Customer Service Training
- In depth knowledge of Microsoft Word
- In depth knowledge of Microsoft Excel
- In depth knowledge of Microsoft PowerPoint
- Graphic design using Photoshop
- Graphic design using Adobe PageMaker
- Graphic design using MS Publisher
- Strong understanding of computer hardware
- Strong understanding of software
- Strong understanding of networks
- Ability to diagnose and resolve technical issues
- Excellent communication skills for interacting with users
- Polite
- Patient
- Helpful
- Ability to prioritize and manage multiple support requests
- Listening skills
- Customer engagement
- Working with others
- Pro-active
- Self disciplined
- Sales support
- Client retention
- Customer relations
LAN and WAN management
Network troubleshooting
IP addressing
Remote support
Software installation
Wireless networking
VPN configuration
Hardware installation
Network configuration
Firewall management
Server maintenance
Backup and recovery
Network security
System administration
Mobile device management
ITIL processes
Performance tuning
VoIP support
Switches and routers
Career Statement
To become a viable change in any organization as I ambitiously pursue goals that are beneficial to the organization and to my personal development in skills and in Technology.
Personal Information
- Passport Number: BK337005
- Date of Birth: 09/22/85
- Nationality: Kenyan
Areas Of Expertise
Strong understanding of computer hardware, software, and networks., Ability to diagnose and resolve technical issues effectively., Excellent communication skills for interacting with users and documenting issues., Polite, patient, and helpful when interacting with users., Ability to prioritize and manage multiple support requests efficiently.
Special Skills And Competencies
- Able to demonstrate a high standard of customer service.
- Competent user of Tally ERP, Microsoft Office (Word, Excel, PowerPoint, Publisher, Outlook, Project).
- Ability to act on own initiative.
- Capable of following procedures and systematic processes.
- Having a methodical and accurate approach to work activities.
- Finding solutions to issues and problems.
- Positive attitude, energetic approach and self-motivated.
- Capable of influencing the opinions of customers.
- Able to handle complaints, aggressive customers and difficult situations.
Timeline
IT / Network Support Technician
Christina D Hotel
11.2022 - Current
IT Technical Consultant
Eurobag industries, Kenya
11.2021 - 08.2023
Network Technical Consultant
The Nile Institute, Thika, Kenya
11.2012 - 08.2020
Help Desk Support Technician
Thika Computer Consultants, Thika, Kenya
11.2011 - 09.2012
Help Desk Support Technician
Wawai enterprises, Nairobi, Kenya
01.2011 - 09.2011
Internship (Computer Science Department)
Idego Systems
01.2009 - 04.2009
Bachelors - Computer Science
Mount Kenya University
01.2007 - 01.2010
Diploma - Computer
Egerton University
01.2006 - 11.2006
Kenya Certificate of Secondary Education - Kenya Certificate of Secondary Education
Rumuruti Boys
01.2001 - 01.2005
Kenya Certificate of Primary Education -
01.1993 - 01.2000
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