Open to opportunities

Arnold Ouma

@arnoldouma

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Dedicated IT Support Specialist delivering fast, reliable technical solutions.

Kenya

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What I'm looking for

I seek a hands-on IT support role where I can resolve technical issues, improve response processes, and train users while growing in network administration and systems management.

I am a dedicated IT Support Specialist with over 5 years of experience providing technical support and troubleshooting in fast-paced environments.

At my current role I supported more than 300 users and resolved 95% of inquiries on the first call, demonstrating strong problem-solving and customer service skills.

I implemented a new ticketing system that improved response time by 30% and regularly conduct staff training on software and cybersecurity best practices.

I hold a BSc in Information Technology with a focus on IT support and network management, and I aim to continue improving user experience and operational efficiency through practical IT solutions.

Experience

Work history, roles, and key accomplishments

Current

IT Support Specialist

Current

Brake Solutions Ltd.

Feb 2020 - Present (6 years 4 months)

Provided technical support to 300+ users, resolving 95% of inquiries on first call and implemented a ticketing system that improved response time by 30%. Delivered staff training on new software and cybersecurity best practices.

Technical Support Troubleshooting Ticketing Systems Network Administration Windows OS Customer Service User Training

Education

Degrees, certifications, and relevant coursework

Moringa School

Bachelor of Science, Information Technology

2017 - 2020

BSc in Information Technology with specialization in IT support and network management, gaining hands-on experience in troubleshooting and system analysis.