Japheth Musila

JAPHETH MUSILA ANDREW P.O. Box,- , Nunguni| - |-| linkedin.com/in/japheth-musila Career Profile ▪ ▪ ▪ Both CEH and CCNA certified IT professional with experience working in financial services and public sectors. Expertise in development of ICT solutions and projects, development and maintenance of databases, hardware/software upgrade, providing effective IT systems, implementation, management and maintenance of ICT services and network. Ability to troubleshoot, plan and design low maintenance systems, ensure implementation of IT standards and policies, and provide technology support and solutions to meet the required needs. Key Skills User Training | End User Technical Support | Systems and Network Monitoring | Equipment Repair and Maintenance | Reporting and Documentation | ICT and Administrative Support | LAN and WAN | Application Systems Maintenance | Data and Application Backup | ICT Infrastructure and Systems | Troubleshooting | Helpdesk Support | Technology Test and Evaluation | Installation and Configuration | Digital Innovation | Cyber Security | Active Directory services| HyperV| SharePoint| IIS| SQL| System Center (SCCM, DPM, SCSM, SCVMM, Orchestrator, Endpoint protection) Technical Skills Microsoft Office Suite | Microsoft Office 365 | Microsoft Azure Active Directory | Cisco Meraki | Python | Nmap | Burp Suite | Metasploit | HTML | UI/UX | Windows OS Educational Background Masters ongoing, Nexford University Bachelors in information technology, Jomo Kenyatta University of Agriculture and Technology (JKUAT), 2017 - 2022. Diploma in Information Technology, Jomo Kenyatta University of Agriculture and Technology (JKUAT), 2014 - 2016. Kenya Certificate of Secondary Education (K.C.S.E.), Masai School, February 2010 – November 2014. Professional Experience Customer Support Analyst II, January 2022 – 23 Feb 2023. FSD Africa, Nairobi. • Coordinate domestic and international travel arrangements, ensuring efficient itineraries and timely logistics. • Conduct research on industry trends, competitors, and potential business opportunities to support strategic decision-making. • Draft and edit reports, presentations, and other business documents with a keen eye for detail and adherence to company standards. • Manage virtual communication tools, including video conferences and email platforms, to facilitate seamless remote collaboration. ▪ Provide ServiceNow ticketing system-based on Tier 1 and 2 IT support for technical assistance in person, over the phone, and over live chat, and follow up with clients and users to ensure issues are fully resolved. ▪ Provide Customer Support Desk operation in troubleshooting, such as password resets, toner replacement, break/fix, and escalation to higher level support, by filtering Helpdesk calls. ▪ Provide users with Customer Support Desk operations assistance, including problem identification, instruction, and problem resolution, by following conventional Customer Support Desk operations protocols, applying knowledge bases to problems, and following procedures. ▪ Install antivirus software, check that virus definitions are current, and follow up after resolution with end users and team members as needed. Achievements ▪ ▪ ▪ Created an automated data back-up system to improve data security and recovery processes. Analysed system requirements and developed a backup and restoration resolution in a 20% increase in system efficiency. Pioneered the move into the social networking environment for my employer, creating a range of widgets that achieved a 300% increase in unique visitors and a 120% increase in donors over 3 months. Customer Support Analyst I, January 2020 – December 2021. Nairobi County Government, Nairobi. ▪ Offer Tier 1 and Tier 2 help desk support based on the ServiceNow ticketing system for in-person, over-the-phone, and live chat technical assistance, and follow up with customers and users to make sure problems are fully fixed. ▪ Assisted the executive team in day-to-day operations, including calendar management, meeting coordination, and document preparation. ▪ Played a key role in organizing company events and off-site meetings, ensuring smooth logistics and positive participant experiences. ▪ Handled confidential information with discretion, maintaining a high level of professionalism and trust within the organization. ▪ Collaborated with cross-functional teams to streamline processes, improve efficiency, and enhance overall office productivity. ▪ By adhering to standard Customer operations support protocols, using knowledge bases to solve problems, and following processes, provided users with support, including problem identification, instruction, and problem resolution. ▪ Provided Customer operation support to users learning new technology assets to support existing operations and to make possible workflow expansion. ▪ Diagnosed and repaired simple faults in computers and monitored the performance. Achievements • • • • • • • • Successfully implemented a new IT Customer Support system which improved customer service and response times by 40%. Developed and implemented comprehensive IT policies and procedures that improved operational efficiencies by 25%. Established and managed a successful IT Customer Support team that provided roundthe-clock service to customers. Developed and implemented a customer satisfaction survey which resulted in a 20% increase in customer satisfaction ratings. Streamlined Customer Support operations by integrating multiple software solutions and automation tools. Automated standard helpdesk processes, resulting in a 30% reduction in time and effort. Developed and maintained an IT knowledge base for customers to easily access information and troubleshoot problems. Provided technical support and training to new and existing staff members, resulting in a smoother transition to new IT processes. Customer Support Analyst, September 2018 – December 2019. JKUAT Technology House, Juja. Reporting to the Manager, I provided first level support at the IT Service Desk to IT queries thus ensuring timely resolution of incidents and fulfilment of service requests. ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪ Provided On-Call or after-hours IT Customer operations support to provide expert recommendations for troubleshooting issues. Provided real-time IT Customer operations support to team members who were conducting or participating in on-site and offsite training. Created, modified, and reviewed the help desk support documentation of issues resolutions. Worked closely with helpdesk support team members and supervisors to improve troubleshooting skills and situation analysis. Performed IT Customer desk operations support in minor repairs to hardware, software, and peripheral equipment, following design or installation specifications. Recommended products to clients by understanding needs and referring to the corporate standards list Managed training enrolment, attendance and completion using the JKUAT’s Learning Management System (LMS) or another designated medium. Configured and installed desktop PCs, peripheral equipment, laptops, and other mobile devices. Collected and communicated feedback and requests for corrections on training or knowledge resources. ▪ ▪ ▪ ▪ ▪ Participated in continuous improvement projects related to training or knowledge resources. Managed new hire training requests via ServiceNow (the JKUAT’s online help application). Run regular and ad-hoc reports as needed to share training activity. Transformed raw data into meaningful and engaged executive style summaries/presentations, related to training activities. Assisted users with implementing new software and network infrastructure to ease transition to new technology assets and planned operations. Achievement • • • • • Streamlined the helpdesk process which reduced response and resolution times by 30%. Developed an efficient ticket tracking system which improved customer service and staff efficiency. Implemented a new system for tracking IT assets which improved asset tracking accuracy by 40%. Developed an online knowledge base which reduced the time needed to resolve customer inquiries by 50%. Developed a secure remote access system for customers which improved customer convenience and satisfaction. IT Intern, January 2016 – August 2016. KCA University, Nairobi. Reporting to the Manager, I provided additional support required in monitoring and maintaining the computer systems and networks of the organization. ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪ Provided IT technical knowledge and insight to current and future operations planning. Recommended IT support ideas for improving queue time, abandoned call rates, and first contact resolution. Integrated and seamlessly tied in army tactical networks and hardware into strategic planning. Offered help desk assistance to users acquiring new technological resources to support ongoing operations and enable workflow expansion. Maintained a consistent and effective process for tracking and reporting training attendance and completion for courses and events. Maintained online training calendar for global training sessions, workshops, and other events. Managed training material translation, printing and distribution. Drove enhanced performance figures for IT team and department to meet stated management expectations and relevant standards. Assigned tickets, kept an eye on unassigned queues, and attended to them in the ticketing system. closed out tickets within the parameters of the service levels maintenance and administration of the system. ▪ Implemented improved assessment and analytical techniques for further achievement of identified departmental goals. Certifications Azure SC-200, Ongoing Certified information systems security professional (CISSP), Simplilearn Certified Ethical Hacking (CEH), Ec-Council, 2022 Basic Python Programming, Institute of Advanced Technology (IAT), 2018. Cisco Certified Network Associate (CCNA) 1 - 4, JKUAT Cisco Networking Academy, 2017. Other Relevant Training Code for Employment Program, Microsoft & Mcanderson Institute of Technology (MIT), 2021. IBM Cyber security Fundamentals, IBM Digital Nation – Africa, 2020. International Computer Driving License, Institute of Advanced Technology (IAT), 2013. Referees Kibet Rotich, IT Officer, P.O. Box-, Nairobi. -- Collins Ocholla Omondi, ICT Assistant, Victory Farms Kenya, P.O BOX-, Westlands. -- Francis. M. Paul, Software Engineer, Kenya Commercial Bank, --