Steven P. Wandera

WANDERA STEVEN P.O Box 20877, 00202 Nairobi | - |- IT ADMINISTRATOR A seasoned professional with 3 years of experience within the information, communication & technology sector in Kenya. Skilled in IT support, IT system support, network administration, user support services and technical support. Experienced in general information technology services, system maintenance, corporate services, customer service and retention, fault management, and inventory management. Demonstrated history of analyzing and solving technical issues, identifying user needs and implementation of new technology to enhance organizational performance. Seeking an innovative role as an IT administrator, to collaboratively lead and work with teams in delivering improvements & efficiencies as well as improving bottom-line performances and enhance customer service. Skills IT support services | Analytical skills | End-user support | Network administration | Stakeholder engagement | IT budgeting and procurement | System maintenance and support | Inventory management | Corporate services | Product innovation and management | IT project management | Data analysis and reporting | Customer service and retention | Troubleshooting | Technical support | Google suite | Microsoft 365 | Adobe suite | Oral and written communication skills | Attention to detail | Teamwork Experience OPERATOR | INVISIBLE TECHNOLOGIES | DEC 2018 – APR 2019  Provided customer service through development of key investor contacts and undertaking market research and analysis on dental health and welfare in San Francisco and baby car seat entrepreneurs in New York and California.  Generated 1500 entrepreneurial and customer leads for different clients in the oil market in Saudi Arabia and medical industry in San Francisco seeking investment partnerships. This improved the below-theline performance of the 1st quarter and increased customer onboarding by 1.5% per week. IT ASSISTANT MANAGER | WILLFREIGHT EXPRESS CARGO SERVICES | SEPT 2018 – NOV 2018  Led two technicians and two interns in renovating the company website with focus on service marketing and awareness. The framework increased accountability and customer engagement via service inquiries and quotation requests by 5% per week.  Incorporated GitHub open-source resources into developing the website, reducing IT project period from one year to four months, leading to early implementation and training of administration and staff.  Performed periodic troubleshooting on the network and implemented new rules on router that controlled maxing out of the 5Mbps contracted by Access Kenya, increasing network download and upload readings by 20%.  Initiated contractors meeting with Easy Books on an ERP collaboration and Telkom Kenya on the implementation of a new network structure with increased bandwidth offering to improve administration of customer services. EBU TRAINEE | SAFARICOM PLC | AUG 2017 – OCT 2017  Awarded the Outstanding Achievement Award during the 2017 Safaricom Technology Academy Graduation for outstanding service delivery and support to the enterprise department during the 3rd quarter.  Drove marketing research and customer feedback analysis on Fiber for Business and One Connect Express bundle (a bundled communication package offering fixed voice landline and fixed internet connection transmitted through fiber) prior to launch in 2017. Enhanced stakeholder engagement and partnership with Google and Microsoft through establishing the sales pitching deck, customer support matrix, cheat sheet and product sheet for the Google suite and Office 365 partnership proposals in line the company strategy. Deliberated on feasibility and market suitability of the One Connect Express bundle by directly contacting 1000 enterprise customers on their experience and future development suggestions. Actively contributed to the innovations team in supporting the security, cloud and IOT sales training in Nairobi and Mombasa prior to Safaricom’s CCTV backup launch. Collaborated with administration during the planning and implementation of the 2017 Safaricom customer service week special events.     ASSISTANT ICT ADMINISTRATOR | NORTHERN RANGELANDS TRUST | MAY 2016 – SEPT 2016  Promoted to Assistant ICT Administrator in charge of IT support, strategy, planning and implementation overseeing a successful network service partnership with Safaricom PLC.  Championed the CSR strategy, increasing participation to 1400 by actively collaborating in planning and managing the annual Lewa Wildlife Marathon in 2016.  Improved rangers’ field activities such as communication, real time geolocation analysis, data delivery and documentation by implementing a new cloud service called Mawingu. Improved end user support assistance time to 30 minutes by implementing a ticketing solution that allowed for organized response, feedback and report generation on issues solved daily. Reviewed installation and procurement of new hardware and software including printers, scanners, PCs, peripherals and mobile devices for use in improving the overall administration at the organization.   Education DATA ANALYSIS WITH PYTHON | ONGOING | IBM  Major: Data analysis  Minor: Market research, analysis and reporting  Related coursework: Python, Exploratory analysis, Visualization and modeling, Reporting. BSC INFORMATION TECHNOLOGY | NOV 2017 | MULTIMEDIA UNIVERSITY OF KENYA  Major: Information technology  Minor: Business and management  Related coursework: Management, Programming, Networking support, Database management Information security, Leadership, Innovation, Budgeting, System maintenance, Project management ACCOUNTANCY | SEPT 2017 | STRATHMORE UNIVERSITY  Major: Accounting  Minor: Law  Related coursework: Financial principles and management, Entrepreneurship, Business law, Cost analysis, Leadership, Pricing, Financial reporting.