Kennedy Wachira
7 Deering St, Beaconsfield
Summary
Dynamic IT Technician with a proven track record at Express Computer, recognized for enhancing user experience through exceptional customer service and attention to detail. Successfully streamlined IT support processes, reducing system downtime and improving productivity. Proficient in troubleshooting and optimizing hardware and software, while fostering collaboration across departments to drive efficiency.
Overview
7
7
years of professional experience
Work History
Technician
Express Computer
02.2021 - 02.2025
- Maintained a safe work environment by strictly adhering to established safety protocols and guidelines.
- Trained new technicians on standard operating procedures, ensuring consistency across the team.
- Performed troubleshooting and diagnosis on malfunctioning equipment.
- Completed complex repairs quickly by leveraging strong diagnostic skills and attention to detail.
- Maintained office PCs, networks and mobile devices.
- Established, repaired and optimized networks by installing wiring, cabling and devices.
- Set up PCs, projectors, and microphones for use in video conferencing rooms.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Enhanced user experience with thorough troubleshooting and resolution of hardware and software problems.
- Conducted regular preventive maintenance on hardware equipment, prolonging lifespan while minimizing unexpected failures.
- Delivered end-user training on various IT tools and platforms, promoting self-sufficiency among staff members.
- Managed system-wide operating system and software deployments as well as related software upgrade problems.
- Configured systems according to prescribed software and hardware frameworks.
- Participated in planning sessions for IT projects, contributing technical expertise to ensure successful project outcomes.
- Reduced system downtime by proactively monitoring and addressing potential issues in a timely manner.
- Streamlined IT support processes, resulting in increased productivity within the department.
- Developed and documented standard operating procedures for consistent IT service delivery across the organization.
- Contributed ideas for process improvement during team meetings, leading to more efficient workflows within the department.
- Fostered collaboration across departments, integrating IT solutions that enhanced overall productivity and communication.
- Improved IT support efficiency, creating detailed documentation for common issues and solutions.
- Ensured compliance with industry standards, meticulously auditing IT practices and making necessary adjustments.
- Facilitated seamless hardware upgrades for enhanced system performance, carefully planning and executing component replacements.
- Enhanced system security and minimized vulnerabilities with regular updates and patches to software.
- Elevated customer service standards by implementing prioritization system for IT issues based on urgency and impact.
- Streamlined software deployment, ensuring compatibility and minimal disruption with thorough pre-deployment testing.
- Installed and configured operating systems and applications.
- Configured hardware, devices, and software to set up work stations for employees.
- Diagnosed and troubleshot hardware, software and network issues.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Researched and identified solutions to technical problems.
- Responded to customer inquiries and provided technical assistance over phone and in person.
Technician
FGEE Computers
01.2018 - 03.2020
- Maintained office PCs, networks and mobile devices.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Provided remote technical support, resolving issues quickly without requiring onsite visits whenever possible.
- Conducted regular preventive maintenance on hardware equipment, prolonging lifespan while minimizing unexpected failures.
- Delivered end-user training on various IT tools and platforms, promoting self-sufficiency among staff members.
- Managed system-wide operating system and software deployments as well as related software upgrade problems.
- Configured systems according to prescribed software and hardware frameworks.
- Streamlined IT support processes, resulting in increased productivity within the department.
- Proved successful working within tight deadlines and a fast-paced environment.
- Facilitated seamless hardware upgrades for enhanced system performance, carefully planning and executing component replacements.
- Optimized help desk operations, effectively managing incoming requests to ensure timely and accurate support.
- Elevated customer service standards by implementing prioritization system for IT issues based on urgency and impact.
- Patched software and installed new versions to eliminate security problems and protect data.
- Developed and implemented preventive maintenance procedures.
Education
Master of Science - Computer Engineering
Curtin University
Perth, WA12-2026
Bachelor of Science - Biotechnology
Technical University of Mombasa
Mombasa, Kenya12-2015
Skills
- Attention to detail
- Customer service
- Works Well Under Pressure
- Multitasking and organization
Timeline
Technician
Express Computer
02.2021 - 02.2025
Technician
FGEE Computers
01.2018 - 03.2020
Master of Science - Computer Engineering
Curtin University
Bachelor of Science - Biotechnology
Technical University of Mombasa
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