Johnpaul Odera
Nairobi
Summary
Results-driven ICT Supervisor at Abyssinia Iron And Steel Limited, recognized for resolving complex technical issues and enhancing system stability. Expertise in Windows Server administration has led to a substantial decrease in help desk tickets, showcasing exceptional problem-solving abilities. Committed to optimizing user experience and fostering collaboration through targeted training and support initiatives.
Overview
15
15
years of professional experience
1
1
Certification
Work History
ICT Supervisor
Abyssinia Iron And Steel Limited
Nairobi
09.2015 - Current
- Effective installation of computer hardware, networking software and operating system software
- Resolve 95% of help desk tickets related to Windows, Linux, and Mac systems, resulting in decreased system downtime and increased employee efficiency.
- Offer technical support for both on-site and remote users by diagnosing issues and providing timely resolutions. Trained end-users through interactive sessions on how to effectively utilize applications like Spiceworks (ticket logging), MS 365, Windows 10/11 OS features , SAP systems,and Weighbridge Systems.
- Deploying and maintaining backup systems using technologies like Veeam, while ensuring regular backups of servers and databases to guarantee up-to-date data protection.
- Maintained detailed documentation of technical issues and resolutions, contributing to 20% improvement in team collaboration and knowledge sharing
- Monitor network utilization for error detection and prevention measures
- Demonstrated excellent communication skills in delivering Projects and IT services, leading to outstanding staff satisfaction.
- Provided technical support for Kyocera, Ricoh, and HP copiers to swiftly resolve issues and boost staff satisfaction.
- In-depth knowledge of the Citrix-Microsoft Desktop Virtualization Solutions (Citrix XenDesktop and Citrix XenApp versions)
Application Support Executive
Endeavour Africa Limited
Nairobi
02.2012 - 08.2015
- Aligned Software Applications with customer needs, resulting in reduction in customer support tickets and improved product usability
- Collaborated with development teams to identify and fix critical application bugs, improving system stability and user experience
- Provided technical support for software problems (Desktop and web-based applications) successfully by recreating reported issues, applied diagnostic techniques to identify problems, investigated causes, and recommended solutions
- Implemented new customer service training program for weighbridge software and scale operators, resulting in 15% increase in positive customer feedback
- Resource Optimization Technical Management Troubleshooting System Administration
Support Technician
Kenya Airports Parking Systems
Nairobi
04.2010 - 01.2012
- Managed approximately 20 inbound calls, Assisted customers with video, Internet and telephone troubleshooting, Set-up service calls for unresolved issues
- Install, configure, and upgrade computer hardware and software to proactively identify and prevent IT issues, showcasing strong problem-solving and communication skills, and ensuring uninterrupted operations
- Analyzed, diagnosed and recommended hardware repairs, or replacements, and manages equipment, diagnostic tools and technician access
- Executed installation of CCTV systems, parking barriers and systems in commercial spaces, effectively enhancing security measures and deterring criminal activities
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
Education
Diploma In Electronic Engineering -
Multimedia University
Nairobi, Kenya03.2006
Skills
- Good understanding of firewalls in terms of their technology and functionality
- Good problem-solving and analytical skills, as well as the ability to fix complex technical problems under pressure
- Proven problem-solving skills, with an eye for detail, and the desire to solve problems
- Windows Server and Desktop Administration
- Network configuration and troubleshooting
- Excellent business communication and client-interfacing skills
Certification
CCNA, 01/2019
Timeline
ICT Supervisor
Abyssinia Iron And Steel Limited
09.2015 - Current
Application Support Executive
Endeavour Africa Limited
02.2012 - 08.2015
Support Technician
Kenya Airports Parking Systems
04.2010 - 01.2012
Diploma In Electronic Engineering -
Multimedia University
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