Gladys Mwikali Mary
It Support Specialist
P.O. BOX 606 - 00621, Village Market, Nairobi.
Cell Phone: - Email:-LinkedIn: https://www.linkedin.com/in/gladys-mwikali/
Career Objective
To develop my skills in an organization that offers both challenge as well as opportunity for personal initiative and career advancement, leading up to a position of responsibility as a result of giving service to the society with remarkable performance.
Summary Statement
I am an enthusiastic technical support specialist with over 3 years of experience, seeking to benefit on IT department with technical knowhow and strong customer service skills. Highly adept in systems analysis, diagnostics, troubleshooting and conflict resolution. I exhibit excellent organizational and problem-solving skills. I have a vast experience in hardware, networked environment, data handling, software and printer troubleshooting skills.
Helpdesk support Software development Hardware & software troubleshooting
Change Management Data Analytics Cloud and google services
Networking Tablets and phone troubleshooting
Work Experience
March 2019 – PresentICT Assistant
Jhpiego Corporation – Kenya
Supporting a range of devices from desktops and laptops to printers and phone handsets.
Creating staff performance dashboards and generating weekly reports on the performance
Configuration of reporting applications on tablets for reporting purposes
Identifying user issues, diagnosing problems and delivering workable solutions via phone, email or desk.
Streamlining helpdesk-ticketing protocols while ensuring user issues are resolved within agreed SLA while maintaining system, configuration change and error documentation
Inventory management, issuing ICT equipment and ensuring that the loaner pool is up-to-date
Managing and operating organization-based and program-based help desk systems
Assisting in formulation of ICT policies, business processes and SLAs for the country office
Successfully performing weekly and monthly scheduled maintenance on printers in service, including monitoring cartridge levels
Providing support for Office 365 applications and continuous user support to ensure business continuity.
Preparing monthly ICT budgets and invoicing services and goods purchased.
Accurately maintaining call logs for communication for audit purposes and process improvement
Setting up of audio visual for conference meeting using zoom, skype for business, teams meeting, and basic boardroom meeting configurations
Monitoring and testing application performance to identify potential bottlenecks, develop solutions, and collaborate with developers on solution implementation for the JPTT System
Working with the project teams and documenting gaps that require the attention of the PTO – system requirements specifications
Key Achievements: Championing the JPTT system for uptake by the country office as the main project management tool.
Solely started and supported the JPTT helpdesk and lobbied for its adoption by all projects under Jhpiego Corporation in both Kenya and Tanzania offices.
Ensured resolution of JIRA helpdesk system tickets in accordance to set SLAs
Jan 2019- Feb 2019Data Entry Consultant
World Vision – Kenya
Data entry
Data cleaning
Filing and data presentation
June 2018 - Dec 2018Program Technology Consultant
Jhpiego Kenya
Updated information on the JPTT System: budgets, work plans and budget transfers.
Supported users on Jhpiego commonly used tools of operation; JEMS, JPTT and data sharing platforms.
Successfully tested the systems and maintained a bug tracker to be used by the developers.
Continually documented the JPTT system development phases with various modules job aids.
Developed the JPTT system through coding of sub-modules to be integrated in the system.
Hardware, software troubleshooting and repair with general ICT end user support
Conducted printer maintenance and troubleshooting. Assisted in setting workstations for users in the new office.
Inventory management, issuing ICT equipment and maintaining an up-to-date loaner pool
Assisted in formulation of ICT policies and business processes SLAs for the country office.
Ensured security policies were well understood by staff and occasionally checked for security breaches
Jan 2017 – June 2018ICT Support Engineer
COM21 Limited – Kenya
Oversaw computer and accessories hardware maintenance in the organization.
Network support and troubleshooting Local Area Network issues at Head Quarter and field offices.
Collaborated in network cabling and termination of punch down keystone jacks and patch boards while setting up the new COM21 office local area network (LAN).
Led periodic preventive maintenance of company computers and peripheral devices.
Performed IT network equipment servicing and maintenance and supported COM21 users on setting up multiple network printers.
Supported end users; troubleshot pupils’ tablets, teachers’ laptops and content access points (servers at HQ).
Logged in and tracked trouble tickets as raised by various schools while coordinating solutions and assistance with the field technicians and teachers.
Conducted data science through entry, verification and validation of Laptop Issuance Inventory and preparing reports for the Project Status Reporting to the Consortium.
Key Achievements
Cut down the escalation of tickets from Tier2 (COM21) to Tier 3 (JKUAT Positivo BGH) by 73% through elevated training of field technicians and real-time on call and remote assistance in DLP Support
Initiated the use of dashboard to track technician performance by filtering raised tickets in schools
Analyzed, visualized and presented complete data for over 2000 schools to the consortium
May 2016 – Aug 2016 ICT Support Intern
Aga Khan University Hospital – Kenya
Performed installations, upgrades, repairs and maintenance on the company's PC-related hardware, software and peripherals.
Conducted End User Support and ICT Helpdesk Management by assisting users with various forms of desktop support through remote desktop and telephonic communication.
Used Windows Servers, Microsoft Active Directory 2008, 2012 in order to create, delete or set accounts and change user passwords.
Assisted users in backing up data into the server, downloading appropriate printer drivers, updating and clearing the cache of Internet browsers, and installing barcode scanners.
Performed weekly and monthly scheduled maintenance on printers in service, including monitoring cartridge levels including configuring and troubleshooting them.
Maintained accurate repair records and documented all maintenance performed.
Provided support for imaging, configuration and migration of users' workstations from windows XP operating system to the Windows 7 platform, ensuring all data, files and folders migrations are completed efficiently and with minimum interruption of operations.
Provided audiovisual support by setting up Skype, WebEx and Webinar meetings.
Educational Background
2019 Career Academy
CCNA - Ongoing
Intermediate and Advanced Excel
Linux+
2017 Computer Pride
User Support Professional Training (CompTIA A+)
Jan 2013-Dec 2016South Eastern Kenya University
Bachelor of Science (Computer Science)
Second class upper division
Jan 2008-Nov 2011Kimangao Girls Secondary School
Kenya Certificate of Secondary Education
Aggregate: B+ (72 points)
Technical Skills
Operating SystemsServer 2008 and 2012, Android, Office 365, Microsoft Azure, Cloud Computing, Windows XP, Windows 7, Windows 8, 8.1 and Windows 10, Linux, MAC and Ubuntu.
Remote Software Remotely Anywhere, PC Anywhere, TeamViewer and LogMeIn rescue.
Audio Visual Skype for business, Webinar and WebEx, and Video Conference setup, teams, zoom.
Helpdesk SystemsJira, Kace, Spiceworks
Data Technologies SPSS, Power BI, GIS, Python, Tableau, SQL and Ms Access
Printer Models(repairs and maintenance) HP (Laser Jet and Color), Konika Minolta, Epson Dot Matrix Printers, Epson Color Printers, Multi-Functional Printers
Computer Hardware (repairs and maintenance): Dell PCs, HPs and a rage of cloned PCs
NetworksPersonal Area Network (PAN) and Local Area Network (LAN)
References
Edwin Ngugi
Senior IT Officer
Jhpiego Kenya-
Patrick Kinyua
System Administrator
COM21 Limited-
Alex Gaku
ICT supervisor
Aga Khan University Hospital-
