SHEILANAOMI WANJIKU NJOROGE
PROFESSIONAL SUMMARY
Experienced IT Project Manager with over 8 years of experience in systems administration, network
monitoring, and project management. Successfully managed a team supporting a wide area network and
implemented cross-functional collaboration to enhance operational efficiency. Optimized invoice
management processes and spearheaded online training initiatives for business managers and users,
significantly improving system utilization and customer service. Demonstrated expertise in handling
complex IT projects and leading diverse teams. Looking to transfer these skill sets into a challenging IT
Project Manager role to drive strategic growth and operational excellence.
SKILLS
Network Administration, Systems Optimization, IT Project Management, Customer Service, Incident
Management, Cross-Functional Collaboration, Invoice Management, ERP Systems, Service Desk
Management, Vulnerability Management, ITIL Framework, Data Analysis, Security Monitoring, Continuous
Improvement, Training Delivery, Systems Maintenance, Service Level Agreements, System Upgrades,
Technical Support, Process Automation.
TOOLS
Microsoft Excel, Microsoft PowerPoint, Salesforce CRM, Google Analytics, Tableau, Google Sheets, Canva,
HubSpot, Zoom, SAP ERP, Jira
EXPERIENCE
Customer Service Specialist
Simplify IT | Nairobi, Kenya | January 2020 – Present
Roles And Responsibilities:
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Enhanced client satisfaction by creating comprehensive monthly, quarterly, and yearly reports on
product consumption, resulting in improved product utilization tracking.
Improved billing accuracy and efficiency by managing all sales follow-ups and invoice payments,
ensuring timely receipts and reducing payment delays.
Streamlined order processing and complaint resolution by inspecting and adjusting orders in ERP,
which resulted in enhanced customer satisfaction and issue resolution.
Facilitated better financial oversight by coordinating with the finance department, ensuring all invoice
payments were received on time.
Elevated customer service standards by handling complaints professionally and implementing
appropriate solutions to promote continued customer satisfaction.
Improved operational efficiency by managing and adjusting product orders in ERP, ensuring accuracy
in inventory and order fulfillment.
Strengthened client relationships through diligent reporting and prompt issue resolution, contributing
to a more efficient service delivery.
Team Leader Network Operations Center
Simplify IT (NOC) (Amadeus) | Nairobi, Kenya | June 2018 – December 2019
Roles And Responsibilities:
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Achieved 99.9% uptime for a wide area network by managing a team and utilizing network
monitoring tools effectively.
Trained team members and users in new technologies, enhancing overall business productivity and
technological adaptation.
Coordinated preventive maintenance by liaising with clients and engineers, minimizing work
interruptions and ensuring system reliability.
Oversaw Help Desk operations and maintained adherence to defined SLAs, improving service
delivery and response times.
Conducted regular system checks and maintenance, ensuring network stability and reliability across
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multiple sites.
Fostered a collaborative work environment by leading team meetings and technology training
sessions, improving team performance and knowledge.
Implemented effective network monitoring practices, which led to better identification and resolution
of potential issues.
Team Leader
Adcare Limited | Nairobi, Kenya | September 2016 – May 2018
Roles And Responsibilities:
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Delivered comprehensive service reports and procedural documentation, ensuring clarity and
efficiency in service delivery.
Established excellent working relationships with customers by multi-tasking and addressing their
needs effectively.
Enhanced support quality by training new engineers and users on application updates and system
changes.
Provided prompt 1st and 2nd line support, resolving operational issues quickly and maintaining high
service standards.
Implemented process improvements in service delivery, leading to faster response times and higher
customer satisfaction.
Coordinated with clients to ensure timely resolution of technical issues, resulting in improved client
trust and satisfaction.
Developed and maintained detailed procedural documentation, improving consistency and quality of
service provided.
Network Operations Center Engineer
Adcare Limited | Nairobi, Kenya | October 2015 – September 2016
Roles And Responsibilities:
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Provided Network Operations Center (NOC) support for several clients centrally from the HQ,
ensuring consistent service delivery.
Developed and distributed service reports and procedural documentation for all sites attended,
enhancing operational transparency.
Tested, evaluated, and repaired new or faulty systems, ensuring minimal downtime and efficient
system performance.
Installed and configured computer hardware and application software, contributing to the seamless
integration of IT solutions.
Managed the ticketing system effectively, ensuring timely resolution of client issues.
Established and maintained good working relationships with customers, fostering trust and long-term
client partnerships.
ICT Assistant
Radio Africa Group Limited | Nairobi, Kenya | September 2012 – July 2015
Roles And Responsibilities:
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Monitored and managed system upgrades, including patches and configurations, ensuring system
stability and security.
Communicated complex technical information clearly to service users, facilitating better
understanding and problem resolution.
Installed, configured, and maintained LAN software and hardware, ensuring smooth operation of IT
infrastructure.
Responded promptly to emergency callouts, exceeding client and manager expectations for response
times.
Managed system maintenance and updates efficiently, contributing to the reliability and performance
of IT systems.
Provided support for system issues and upgrades, maintaining high levels of user satisfaction and
system performance.
Coordinated with internal teams to address technical issues, leading to improved operational efficiency
and user support.
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OTHER EXPERIENCES
IT intern | Telkom Kenya | Nairobi, Kenya | Mar 2012 - Aug 2012
KEY ACHIEVEMENTS
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Awarded "Rookie of the Year" for exceptional performance and rapid integration into Simplify IT Ltd
in 2019.
Recognized for "Exemplary Performance" as a key member of the IT delivery team at Amadeus East
Africa in 2018.
Honored for providing outstanding leadership and continuity in supporting both customers and internal
staff at Amadeus East Africa in 2016.
Co-founded and developed the Beads department for children with disabilities at Ebenezer Children’s
Home from 2011 to the present.
EDUCATION
Diploma in Project Management | Kenya Institute of Management | 2015 - 2016
Bachelor of Business and Information Technology | St. Paul’s University | 2009 - 2011
PROFESSIONAL CERTIFICATIONS & TRAINING
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Data Analytics | EPKO Consulting | May 2024 - Present
Project Management Professional (PMP) | Project Management Institute | Nov 2023
ISC2 Candidate | ISC2 | Jun 2023
Introduction to Cybersecurity | Cisco | Apr 2023
Microsoft 365 Certified: Fundamentals | Microsoft | Feb 2023
IT Information Library Foundations Certification (ITIL) - (Version 4) | PeopleCert | Jun 2021
Sophos Certified Engineer | Sophos | Sep 2019
Sophos Certified Sales Consultant | Sophos | Jun 2019
LANGUAGES
English - Fluent
