Christine A.

Experience

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  Ofyeneda

  Jan 2018 - Apr 2018

  Student Volunteer
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  Tata Motors

  Apr 2019 - Dec 2019

  Information Technology Technical Support

  As an IT Support Specialist at Tata Motors, I was essential in ensuring the smooth operation of IT systems and providing comprehensive support to end-users. My key responsibilities included:*Technical Support and Troubleshooting: Delivered front-line support for hardware, software, and network issues. Diagnosed and resolved problems efficiently, coordinating with vendors as needed to minimize downtime and maintain productivity.*System Maintenance and Management: Performed regular maintenance on IT infrastructure, including servers, workstations, and network devices. Managed updates, patches, and upgrades to ensure systems were secure and operational.*User Training and Assistance: Conducted training sessions and created documentation to help employees utilize IT systems effectively. Provided ongoing support to address technical issues and enhance user proficiency.*Incident and Request Management: Managed IT support tickets via a helpdesk system, prioritizing and resolving incidents and service requests according to service level agreements (SLAs). Ensured timely resolution and high user satisfaction.*Configuration and Installation: Handled setup, configuration, and installation of new hardware and software. Ensured proper integration with existing systems and adherence to organizational standards.*Documentation and Reporting: Maintained detailed records of issues, resolutions, and system configurations. Generated reports on recurring problems and support metrics to identify trends and drive continuous improvement.*Collaboration and Communication: Collaborated with IT team members and departments to address complex issues. Communicated effectively with users, providing clear instructions and updates on support requests.*Security and Compliance: Monitored IT systems for security threats and ensured compliance with company policies and industry regulations. Assisted in implementing security measures to protect organizational data. Show less

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  Safaricom PLC

  Jan 2020 - Dec 2020

  Service Management Analyst

  As a Service Management Analyst at Safaricom PLC, I was integral in ensuring top-notch service delivery and continuous improvement. My role encompassed:*Performance Monitoring: I tracked and analyzed key performance indicators (KPIs) and service metrics to ensure adherence to Service Level Agreements (SLAs). This involved identifying trends and potential issues, and implementing strategies to enhance service quality.*Incident and Problem Management: I managed the lifecycle of service incidents and problems, coordinating with technical teams to resolve issues swiftly. My focus was on minimizing service disruptions and addressing root causes to maintain service reliability.*Reporting and Documentation: I prepared detailed reports on service performance, incidents, and trends. These reports provided actionable insights for strategic decision-making and supported the overall improvement of service processes.*Process Improvement: I identified opportunities for enhancing service delivery by analyzing workflows and customer feedback. I developed and implemented process improvements that increased efficiency, reduced costs, and improved the customer experience.*Stakeholder Communication: I acted as a liaison between technical teams, business units, and external stakeholders. I facilitated effective communication, managed expectations, and resolved service-related concerns to ensure alignment and satisfaction.*Project Support: I supported service improvement projects by providing analytical insights and ensuring alignment with organizational goals. This included assisting in the implementation of new technologies and initiatives aimed at improving service delivery.My role was crucial in maintaining high service standards and driving continuous improvement across the organization. Show less

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  Onsite Systems Limited Kenya

  Sept 2020 - Aug 2023

  IT Support Specialist

  • Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.• Maintain and administer computer networks, overseeing hardware, software, and related systems for optimal functionality.• Documented support interactions for future reference.• Rolled out software updates and applied server patches to thwart threats from penetrating networks.• Explained technical information in clear terms to promote better understanding for non-technical users.• Installed, modified, and repaired software and hardware to resolve technical issues.• Configured hardware, devices, and software to set up workstations for employees. Show less

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  CCI Global

  Sept 2022 - now

  • Managing endpoint security, patching, and automation using Atera, Intune, and SCCM to enhance system performance.• Monitoring IT infrastructure, identifying and resolving performance issues to ensure high availability and efficiency.• Documenting IT processes, security policies, and system configurations to maintain compliance with PCI DSS.• Monitoring network security, troubleshooting vulnerabilities, and enforcing security best practices.• Documenting system deployments, imaging procedures, and automation workflows for operational consistency.• Managing device imaging and deployment processes to streamline provisioning and onboarding.• Monitoring automation scripts and workflows, optimizing IT efficiency and reducing manual workload. Show less • Quality Oversight: Monitor and assess service desk operations for network issues, ensuring adherence to standards and protocols for East Africa.• Quality Testing: Conduct evaluations and audits of network troubleshooting procedures, ensuring accuracy and efficiency for timely issue resolution.• Process Improvement: Identify opportunities to enhance service desk procedures, recommending improvements for optimized network support.• Documentation and Reporting: Maintain comprehensive service desk documentation, generating reports highlighting metrics and improvement recommendations. Show less

  • System Engineer

    Feb 2025 - now

  • Information Technology Quality Assurance Analyst

    Aug 2023 - Feb 2025

  • Service Desk Administrator

    Sept 2022 - Aug 2023