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Jephshun Kiragu

@jephshunkiragu

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ICT Support Specialist focused on empathetic, policy-compliant cloud and helpdesk support.

Kenya

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What I'm looking for

I’m seeking an ICT Officer role where I can deliver reliable helpdesk and cloud/admin support, ensure ICT policy compliance, and use my incident and data skills to improve resolution speed, customer satisfaction, and continuous system improvement.

I’m an ICT Support Specialist with hands-on experience providing user support, technical administrative support, and ICT policy compliance. In my recent role at Kenya Revenue Authority, I resolve daily PC and network issues, install organizational software, handle email configuration, and ensure compliance with ICT policies including domain creation, security software usage, asset surrender, relocation, redeployment, and replacement.

At Konza Technopolis, I achieved 95% customer satisfaction by logging and prioritizing incidents, escalating complex issues to the right technical teams, and monitoring cloud resource utilization (memory and disk space). I also support KoTDA applications and platforms like Microsoft 365 suites and Microsoft Dynamics (ERP), help keep cPanel running with license renewals, and manage Azure Directory (AAD) email groups—while maintaining strong SLA-based resolution performance and proactive incident documentation and follow-up. Alongside this, I’ve strengthened my training capability as an ICT Trainer for TVET and ICDL learners, and I’ve built additional data-handling experience through short-term contracting with KNEC as a Data Clerk.

Experience

Work history, roles, and key accomplishments

ICT Support (Special Assignment)

Kenya Revenue Authority

Feb 2025 - Feb 2026 (1 year)

Provided technical administrative support, including organizational software installation and email configuration, and resolved daily PC and network issues from user requests. Ensured ICT policy compliance for domains, security software usage, and IT asset processes while escalating complex cases to relevant teams and coordinating with ICT service stakeholders.

Network Support Escalations IT Asset Management Service Desk Support Software Security

ICT Trainer

Institute of Advanced Technology

Mar 2024 - Feb 2025 (11 months)

Lectured TVET curriculum and ICDL courses by preparing lesson plans and delivering interactive, learner-paced training. Provided hands-on hardware/software support and supported effective learner training by equipping trainers with relevant skills.

ICDL TVET Curriculum Delivery Lesson planning Software support Trainer Enablement Learner Support

ICT Support & Business Intern

Konza Technopolis

Jan 2023 - Dec 2023 (11 months)

Achieved 95% customer satisfaction by providing prompt user support and resolving incidents within SLA targets. Logged, categorized, and prioritized faults for technical teams, monitored cloud resource utilization, and contributed to a 30% reduction in resolution time for high-priority incidents.

User Support Microsoft 365 Azure Active Directory Escalation Management

ICT Trainer and Support

Northwood College of Business & Computing

Feb 2022 - Dec 2022 (10 months)

Lectured computer application courses using practical-paced learning and performed physical computer maintenance and software troubleshooting. Helped drive 160% growth in training and support operations within ten months through improved team capabilities and support delivery.

Applications Training Practical Paced Learning Maintenance Customer Support Training Delivery Administrative Support