Professional Summary
Results-focused ICT professional with 7+ years of experience supporting growing teams, improving infrastructure reliability and translating technical challenges into practical business outcomes. Known for calm troubleshooting, thoughtful documentation and dependable customer service.
Work Experience
Senior ICT Support Specialist
Nexa Digital Services · Nairobi, Kenya
2022 - Present
Lead technical support for 120+ users across three offices, maintaining a 96% first-contact resolution rate.
Improved onboarding by standardizing device setup and knowledge-base workflows, reducing average setup time by 35%.
Manage Microsoft 365, endpoint security, network troubleshooting and vendor coordination.
ICT Support Technician
BrightPath Solutions · Nairobi, Kenya
2018 - 2022
Resolved hardware, software and connectivity issues across a busy customer support environment.
Configured workstations, printers and wireless networks while keeping accurate asset and incident records.
Trained new team members on service desk standards and escalation procedures.
Education
BSc Information Technology
Kenyatta University
2014 - 2018
Focus: systems administration, networking and database fundamentals.
Skills
Technical SupportNetwork AdministrationMicrosoft 365CybersecuritySystem TroubleshootingIT DocumentationTeam LeadershipCustomer Service
Certifications
CompTIA A+ — CompTIA 2021
Microsoft 365 Certified: Fundamentals — Microsoft 2020
Languages
English — Fluent
Swahili — Native
Interests
Technology communities, Mentoring, Photography
References
Grace Wanjiku — Operations Director, Nexa Digital Services · grace.wanjiku@example.com
David Otieno — IT Manager, BrightPath Solutions · david.otieno@example.com