Open to opportunities

Bernice Mwende

@bernicemwende

Message

I’m an IT Support and channel administrator focused on reliable, secure platforms.

Kenya

Message

What I'm looking for

I want a role where I can own IT operations/support, improve reliability and issue resolution, and strengthen secure access and email/DNS administration—backed by strong documentation and cross-team collaboration.

I’m a hands-on IT operations and support professional who helps keep business-critical platforms running smoothly. At DigiCow Africa, I provided IT support and application administration for the Farm Pass platform—managing user accounts and access, troubleshooting to resolve issues quickly, and coordinating with developers to improve operational workflows.

My operational strength also covers DNS/domain administration, email deliverability (SPF/DKIM/DMARC), SSL/TLS coordination, and security hygiene like MFA enforcement and least-privilege access. I back this with disciplined documentation (SOPs, runbooks, change logs, knowledge bases), ticket triage (L1–L2), incident response, and uptime/performance checks—supported by prior institutional IT support and high-quality, process-driven work as an AI annotator.

Experience

Work history, roles, and key accomplishments

IT Support / Channel Admin

DigiCow Africa

Dec 2024 - Dec 2025 (1 year)

Provided IT support and application administration for the Farm Pass platform, ensuring reliable operations and timely resolution of user issues. Managed user accounts and access permissions, troubleshot platform problems to reduce downtime, and documented recurring issues and procedures to improve service consistency.

IT Support Incident Response Root Cause Analysis User Provisioning

IT Support

Thika Technical Training Institute

May 2024 - Dec 2024 (7 months)

Supported day-to-day IT operations by troubleshooting hardware, software, and network issues to maintain reliability for staff and students. Assisted with user account support, system configuration, access management, routine infrastructure checks, and documentation of recurring technical issues and troubleshooting procedures.

IT Operations Support Technical Troubleshooting Network Troubleshooting User Support System Configuration Access Management

AI Annotator

Remotasks

Nov 2021 - Dec 2023 (2 years 1 month)

Delivered data annotation and transcription support for AI-focused datasets with accuracy and consistency. Performed quality checks and validation to maintain data integrity, followed structured workflows and documentation standards, and communicated updates in a distributed remote team environment.

Data Annotation Transcription Data Validation Workflow Adherence Documentation Standards Remote Team