Walter Kiplangat

Experience

• 

  KTDA Kapkoros Tea Factory

  May 2016 - Sept 2016

  ICT Attachee

  Offered general ICT Support services; Computer Systems Installations and customization, repairs and maintenance, Networks configurations and connections.

• 

  County Government of Bomet

  Apr 2019 - Jul 2019

  Information Communication Technology Officer

  Placed at the ICT Department and successfully Participated in the design and development of County websites i.e. County Government of Bomet ( https://bomet.go.ke) and Citizen Engagement Portal

• 

  ICT Authority

  Jul 2019 - Mar 2020

  Presidential Digitalent Programme ICT Intern

  Deployed to Public Service Commission at the Commission House, Harambee AvenueDuties and Responsibilities. • Computer Systems installations and Customizations• Networking – Internet connection and IP Addressing and Routing• Providing daily ICT User support – Printing and Network connections. • Other duties assigned by the ICT OfficersDec 2019: Kenya National Examination Council (KNEC) - ICT Authority National Strategic Assignment as a Data CapturerRoles includes:a) Data Capturing for 2019 KCSE Marking b) Setting up and maintaining of intranet network during the marking exercise. Show less

• 

  NCBA Group

  Mar 2020 - May 2021

  Technical Support Specialist

  Duties and Responsibilities - Daily IT User Support which includes:• Ensure that service / support calls are effectively responded to and resolved within the framework of the Service level agreements and develop knowledge and awareness of the relevant applications (both for physical and remote assistance).• Provide day-to-day operational and technical support - regarding hardware, software and networking for the digital channels and the related sub-systems and ensure system uptime as per the banks service level agreements.• Ensured compliance of SLAs for support request on Manage Engine Service Desk Plus.• Walk customers through installing applications and computer peripherals as well as performing and implement system maintenance, making program modification as necessary to meet business requirements; review and modify programs to correct errors and improve efficiency and cost effectiveness.• Direct unresolved issues to the next level of support personnel• Report customer feedback and potential product requests• Help create technical documentation and manuals – Knowledge base Show less

• 

  Kenya Airways

  May 2021 - Dec 2024

  • Respond to customer inquiries and support business users in troubleshooting, develop mitigations, workarounds, and permanent solutions for the challenges, • Resolve assigned IT incidents and service requests over the phone, email, walk-in customers or visiting the end user workstation at the assigned location. • Install and configure computer systems and business applications; Configuration of end users’ devices, devices rollout and systems deployment, this includes Microsoft based desktops/laptops, MacBook’s, Android/IOS tablets or smartphones, baggage printers, ticket printers and IP-based telephony handsets within the company• Support other IT processes such as equipment disposal, asset management, end user security, IT customer engagements and systems delivery projects.• Troubleshoot problems with end user devices, systems, scanners, printers, telephony sets, and network devices.• Research, identify and suggest possible improvements on IT policies and processes. • Identify and report immediately to IT Management any potential IT risks in the user environment.• Assist management in creating training materials as knowledge base pertaining to computer troubleshooting and usage. Show less Duties and Responsibilities - Daily IT User Support which includes:• Resolve assigned IT incidents and services requests over the phone, email, walk-in customers or via remote assistance tools and visiting the end user workstation at the assigned location.• Supports business users at headquarter (including Headquarter/Base, Pride Center, Barclays Plaza or Nairobi Sales offices) as may be assigned by the Manager, End-User Computing and Support Services.• Configuration of end users’ devices, devices rollout and systems deployment, this includes Microsoft based desktops/laptops, MacBook’s, Android/IOS tablets or smartphones, baggage printers, ticket printers and IP-based telephony handsets.• Troubleshoot problems with end user devices, systems, scanners, printers, telephony sets, and network devices.• Develop mitigations, workarounds, and permanent solutions.• Support other IT processes such as equipment disposal, asset management, end user security, IT customer engagements and systems delivery projects.• Research, identify and suggest possible improvements on IT policies and processes.• Identify and report immediately to IT Management any potential IT risks in the user environment. Show less

  • Application Administrator - DevSecOps

    Jun 2024 - Dec 2024

  • Technology Support Specialist & Business Productivity Support

    Apr 2022 - Jun 2024

  • IT Support Technician

    May 2021 - Apr 2022