Open to opportunities

Fabrice Muhehe

@fabricemuhehe

Dedicated IT Support Specialist with 5 years' experience delivering reliable troubleshooting, networking, and end-user training.

Kenya

Message

What I'm looking for

I'm seeking an IT support role where I can apply hands-on troubleshooting and networking skills, mentor junior staff, improve IT operations, and continue growing in cybersecurity within a collaborative team.

I am a dedicated, detail-oriented IT Support Specialist with five years of hands-on experience in troubleshooting, hardware and software maintenance, networking, and system configuration. I deliver high-quality end-user support and have a track record of diagnosing 100+ software issues monthly and reducing downtime by 30%.

I have supported 200+ users across small business and public sector environments, achieved a 95% resolution rate within SLA, and developed knowledge bases that improved ticket resolution times. I enjoy training staff and interns, implementing patch and backup solutions, and applying cybersecurity best practices; I hold a Diploma in Information Technology and pursue ongoing networking and support training to drive operational efficiency.

Experience

Work history, roles, and key accomplishments

Current

IT Support Technician

Current

Dantech Computer Repair

Jan 2022 - Present (3 years 7 months)

Installed and configured laptops, desktops, and networking equipment; diagnosed and resolved 100+ software issues per month, reducing downtime by 30% and improving client satisfaction. Trained new staff and interns on IT troubleshooting and security awareness.

Windows Linux MacOS Networking Remote Support Patch Management Customer Training

IT Support Officer

Ministry of Higher Education

Sep 2020 - Dec 2021 (1 year 3 months)

Provided hardware, software, and network support for 200+ users, performed regular system updates and security patches, and coordinated data backup and recovery solutions. Created IT procedures and a knowledge base that improved ticket resolution times.

Network Administration Patch Management Backup And Recovery Windows Linux

IT Support Assistant

Crafted Systems Ltd

Jan 2019 - Aug 2020 (1 year 7 months)

Supported system installations and troubleshooting for SMEs and corporate clients, achieving a 95% resolution rate within SLA and maintaining reliable network connectivity. Assisted in setup and testing of new client IT projects.

Installation Troubleshooting SLA Management Customer Support Windows Linux Networking

Education

Degrees, certifications, and relevant coursework

KCA University

Diploma in Information Technology, Information Technology

2021 - 2023

Completed a Diploma in Information Technology at KCA University, focusing on practical IT support, networking, and system administration from 2021 to 2023.