Edwin Wathigo

Projects: Process Documentation, Automation Processes, Asset Management for ISO Compliance, Team project collaboration, Achievements:

• Led cross-team automation projects by designing custom JSM forms and creating workflows that automatically populated data into designated asset schemas, delivering seamless and efficient solutions.
• Improved team efficiency by implementing automated monthly task reminders, reducing manual tracking and minimizing unresolved or delayed tasks.
• Streamlined asset management by collaborating with teams to create custom fields in JSM and using AQL to connect schemas, enabling dynamic and tailored workflows.
• Managed incident escalation processes effectively, ensuring timely resolutions while minimizing disruption to users' workflows.
• Established strong working relationships with internal stakeholders, fostering collaboration and improving overall IT service delivery.
• Monitored and maintained the service desk ticketing system, ensuring all tickets were responded to in a timely manner
• Monitored IT systems and proactively identified potential issues before they became service impacting
• Resolved diverse range of technical issues across multiple systems and applications for end-users across various time zones.
• Helped streamline repair processes and update procedures for support action consistency.
• Created user accounts, configured hardware and granted system permissions to new employees and existing ones.
• Improved customer satisfaction by efficiently resolving IT service desk tickets and providing clear communication to end users.
• Tested new software and hardware prior to deployment.

Environment: SNOW, Meraki, MS Azure, Confluence, Jira Service Management, MS365, Powershell, MS Exchange, Power Automate, MS Entra,

Projects: Process Documentation, AD Account Management, Asset Management for ISO Compliance,

Achievements:

• Successfully resolved and managed the daily operations of the front desk, ensuring efficient service delivery and compliance with organizational standards Led the asset management project, collectively inputting over 1000 assets into the system to ensure compliance with ISO standards.
• Compiled comprehensive documentation resources to assist users in resolving common technical issues and performing self-service tasks.
• Monitored and maintained the service desk ticketing system, ensuring all tickets were responded to in a timely manner
• Monitored IT systems and proactively identified potential issues before they became service impacting
• Created and maintained detailed technical documentation of service desk processes and procedures, resulting in a 25% reduction in resolution times
• Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
• Managed high levels of call flow and responded to technical support needs and collaborated with team members to escalate and address customer inquiries or technical issues.
• Translated complex technical issues into digestible language for non-technical users.
• Helped streamline repair processes and update procedures for support action consistency.
• Created user accounts and assigned permissions.
• Installed, configured and maintained computer systems and network connections.
• Diagnosed and troubleshot hardware, software and network issues.

Environment: ServiceDesk, Meraki, MS Azure, Confluence, SnipeIT, MS365,AirWatch, Knox, Powershell,SCCM, AD & ADAC, MS Exchange, Remote Desktop WebClient, MRemoteNG, Salesforce

Projects: Process Documentation, Kofax System, Asset Management for ISO Compliance, Setting Meeting Rooms, Wireguard VPN Rollout

Achievements:

• Successfully resolved the complexities of the Kofax system and delivered a fully functional system to end users.
• Led the asset management project, collectively inputting over 300 assets into the system to ensure compliance with ISO standards.
• Spearheaded a project to optimize and streamline meeting room setups, resulting in improved efficiency and a better user experience.
• Collaborated with the network team to design and plan the VPN infrastructure, including creating user accounts and generating secure VPN client configurations while adhering to access control policies and best practices.
• Conducted training sessions for staff members on effectively utilizing meeting room equipment and booking systems.
• Compiled comprehensive documentation resources to assist users in resolving common technical issues and performing self-service tasks.
• Simplified and explained security measures in non-technical terms to help users understand and mitigate malware and phishing threats.

Environment: Jira, Coreview, AzureAD, Confluence, SnipeIT, MS365, Mimecast, Helpspot, Powershell, Bitbucket

Projects: Canon Uniflow Rollout, IT Device Management, Software Management and Troubleshoot, End User Support

Achievements include:

• Implemented hardware and software asset management practices to ensure accurate inventory and compliance.
• Managed service follow-up communications, confirming satisfactory resolution of customers' service requests via email and phone
• Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction
• Supported asset disposal in adherence to IT policies.
• Successfully deployed the Canon UniFLOW printing and scanning solution, resulting in improved print management efficiency and reduced costs.
• Enhanced document security through centralized authentication and secure printing features provided by Canon UniFLOW.
• Creating processes and training materials
• Collaborated with HR, IT, and department heads to define and document the onboarding and offboarding process, including tasks, timelines, and stakeholder responsibilities.

Environment: ServiceNow ITSM, SCCM, AD, O365, 3Mensio, Canon Uniflow, Adobe ,