Joan Too

Joan Too IT Support, Service Delivery & Project Management- KNH Nairobi, Kenya | Mobile: - |Email:-I’m an IT Support, Service delivery and Project management professional with passion of driving social change by integrating IT, entrepreneurship and social development aspects. I have steadily progressed and made impact in IT support, Customer Experience, Data Processing, project management, operations and support management, Service delivery and deployment of technology solution. I have diversified skills in leadership, Operations, team management, social capacity development and education that promotes development among women and girls. My passion is ICT and Project management for social development while learning, sharing and equipping. Skills • Data Analytics; Oracle Data visualization, Excel and Tableau. • Knowledge and Content Management Systems; Word Press, Webmaster, Office 365 and SharePoint. • Programming Coding; HTML, PHP, ASP.Net, Visual Basics and SQL • User Desktop Support; Server/Email exchange Administration and General IT Help desk support • Capacity Building; Social, business proposal, social media, IT and development skills • Project Management; Project development and Implementation • Customer support and experience Education Jomo Kenyatta University of Agriculture & Technology Bachelor of Science- Information Technology Nairobi, Kenya Sept 2010–Apr 2012 Jomo Kenyatta University of Agriculture & Technology Diploma- Information Technology Nairobi, Kenya Sept 2007–Mar 2009 Kenya Science Teachers College Certificate- Mathematics Nairobi, Kenya Jul 2006–Dec 2006 Professional Work Experience Implementation Specialist, Silent Partner Software • System Integration and deployment. • Technical customer support • Data Entry and CRM Management • General administrative, operation tasks Jan 2023- To Date • Client services management; communications, project management and implementation processes Admin (Virtual Assistant), The VA Group Feb 2022- Dec 2022 • Status reports of issues arising, resolutions and recommendations submitted. • Integration and deployment of softwares • Data Entry and CRM Management • Email Management and task appointment • Invoicing • Technical support IT Support Services, Forum for African Women Educationalists, Regional Secretariat April 2020- Dec 2021 • Status reports of issues arising, resolutions and recommendations submitted. • Computer systems and networks maintained ensuring a responsive and enabling IT environment. • Information, data integrity and security maintained. • Compliance with relevant IT legislations and corporate rules. Launched, facilitated and administration of Microsoft Dynamics 365 Business Central and Office 365 • Technical support, advice and interface between staff and IT infrastructure. Project & Service Delivery Manager, FloCash Ltd • • • • • • Sept 2018- Mar 2020 Project management; Provisioning, Development and Deployment of projects Partner Products; Feature specification, support, manual documentation and Quality UAT • Partner payment system Integration and providing technical support Supports managing director in team and tasks management. Line Management for Services delivery and Operations management Provided customer and technical support of payment gateways and services IT support services IT Coordinator-Volunteer, International Association for Political Science Students June 2019-May 2020 • Managing IT department and IT Services • Updating and improving the IAPSS website, including but not limited to adding content and publishing calls for applications; • Responding to information technology related requests for assistance; • Providing insights into how to improve internal processes in meetings within the Secretariat and with other IAPSS departments; • Serving as a member of the IAPSS Human Resources Committee and assisting in the creation of anonymous internal reporting mechanisms for human resources related concerns, as well as improving volunteer orientation infrastructure. Tech Team Associate-Volunteer, Young PeaceBuilders Aug 2018-June 2019 • Recruited, Coordinates and managed Tech Team Volunteers and Interns • Word Press development and website updates • Customization of Mobile Communication App Operations and Project Officer; FloCash Ltd Aug 2017- Jun 2018 • Providing technical support cross-functional supervisory of daily operations • Technical support; 1st line merchant support, 1st line partner support, 1st line internal support and 3 rd line product support. • Operation Support and Operations line management • Customer and Technical support • Service Delivery support and IT services ICT Assistant; Forum for African Women Educationalists, Regional Secretariat May 2015- Aug 2017 • Provided technical and user support, consistent delivery of ICT projects and cross-functional management of ICT functions and communications departments. • Supported ICT FAWE Regional concept note to Microsoft for ST EM competition and successfully facilitated competition across 10 National Chapters • Facilitated knowledge management; M&E system implementation, technical support, user experiences and training to FAWE and National Chapters staff • Developed FAWE Intranet then facilitated roll out and enhanced user capacity through trainings and user experiences • Supported new technologies acquisition, implementation and tra ining; CISCO telephone systems, Email Exchange server and standardization of office PCs • Supported and provided mentorship support to FAWE alumni network in ICT and career development. • Provided administrative support, data management and docume ntation to HR, M&E, Finance and Programs departments ICT Officer (FK Norway Peace Corps); Forum for African Women Educationalists, Malawi Aug 2015- Aug 2016 • Provided technical support, established functional ICT department and strengthened IT capacity to FAWE-Malawi Staff. Enhanced data and IT resource management, sharing and security. • Successfully revived 10 schools computer labs across 5 districts under IICD and Change Connect project to promote retention of girls in school through ICT learning. Facilitated maintenance, teacher training, technical support and computer lab management manual • Enhanced visibility of FAWE Malawi by development of website, social media management, advocacy engagement and publications • Facilitated M&E Implementation, technical support, trainings and staff transitioning • Provided Mentorship, leadership roles and team building to FAWE Malawi alumni • • • Facilitated Save the Children Project KGIS-SE Keeping Girls in School Experience project in Karonga District Institutionalized accounting and payroll package, offered technical support, administration and facilitated user experiences of Sage Evolution Actively participated in community development through talks and career guide for young girls and women through M-Lab and Kenya Women in Malawi Association Initiatives Customer Care Representative and Team Leader M-KOPA Solar Ltd Feb 2015– May 2015 • Customer technical support, new products test and training IT • • • • Support Intern: RefugePoint. May 2014-Dec 2014 Provided Help Desk IT support Developed an ODK data collection tool. Facilitated training on data collection and analysis KIVA livelihoods support Developed a database management and periodic reportin g systems for refugee and staff management IT Support; Habitech consultants Ltd 2013 Software Quality Assurance and Test; Net Exchange Solutions Ltd 2010 Administrative Intern; National Hospital Insurance Fund (Head Office) 2009 Honours Awarded The Center for Law and Research International Publication on Gender Equity FredsKorpset FK-Norway Peace Corps; Shared learning and Capacity Building Exchange Diploma 2003 Aug 2015- Aug 2016 The Goldman Sachs and Fortune Award; Leadership and Mentor- Program Certificate of Achievement NetHope Academy Internship Program; Women TechConnect Diploma in Internship Program -