Ian Ngacha
Technical Support Engineer
Personal Info--
Summary
Experienced Technical Support Engineer with 4+ years in
troubleshooting and resolving hardware and software issues. Adept
at responding to customer inquiries in a timely and professional
manner.
Education
Bachelor of Science in
Information Technology
Jomo Kenyatta University of
Agriculture and
Technology
Sep 2012 - May 2018
Skills
Troubleshooting - Expert
Work Experience
Technical Support Engineer, Jomo Kenyatta University of Agriculture
and Technology, Juja
March 2019 - January 2023
Provided technical support for sta with complex hardware,
software and network issues.
Utilized troubleshooting techniques to identify and resolve sta
problems.
Created and maintained technical documentation and
diagrams on internal tools used by the university.
System Administration -
Conducted in-depth analysis of sta -reported issues to identify
Expert
trends and recurring problems, collaborating with product
Technical Support - Expert
Networking - Expert
Customer Service - Expert
managers to prioritize and address them in future software
releases.
Provided on-site support and training sessions for key sta ,
demonstrating software functionalities, addressing speci c use
cases, and gathering feedback to enhance user experience and
Problem Solving - Expert
product usability.
Kubernetes - Expert
identifying potential issues and implementing preventive
Javascript - Expert
Ubuntu - Expert
Virtualization - Expert
C# - Expert
Proactively monitored system health and performance,
measures to minimize downtime and optimize system
performance.
Technical Support Engineer, Cloud Factory, Nairobi
February 2023 - January 2024
Provided comprehensive technical support to cloud workers via
phone, email, and chat channels, assisting with software
Nginx - Expert
installations, con gurations, and troubleshooting of issues.
Apache Tomcat - Expert
software functionality, performance, and integration, ensuring
Windows Server - Expert
Load Balancing - Expert
Analyzed and diagnosed complex technical problems related to
timely resolution and cloud worker's satisfaction.
DNS - Expert
Collaborated closely with cross-functional teams including
TCP\IP - Expert
escalate and resolve critical cloud worker issues.
engineering, product management, and quality assurance to
DHCP - Expert
Developed and maintained technical documentation, including
OpenSSL - Expert
assist cloud workers in self-service support.
SQL - Expert
knowledge base articles, troubleshooting guides, and FAQs, to
Conducted remote training sessions for cloud workers on
software usage, best practices, and new feature releases,
ensuring e ective product adoption and cloud worker's
success.
Acted as a liaison between cloud workers and internal teams,
advocating for the needs of the cloud workers and providing
valuable feedback to product development teams for
continuous improvement.
References
Margaret Kabuthi, Lawrence Mungai & Company Advocates-
Francis Ngunjiri, Jomo Kenyatta University of Agriculture and
Technology-
