Open to opportunities

john mwatika

@johnmwatika

Message

IT Support Analyst skilled in troubleshooting, network maintenance, and customer-focused technical support.

Kenya

Message

What I'm looking for

I seek a hands-on IT support role where I can apply troubleshooting and networking skills, grow through certification, and contribute to a collaborative, service-oriented team.

I am an enthusiastic IT Support Analyst with hands-on experience providing first-level technical support in Windows and Office 365 environments for 100+ users. I specialize in troubleshooting hardware, software, printers, and peripherals while maintaining clear documentation and customer communication.

My background includes managing Active Directory user accounts, responding to tickets via ServiceNow, and escalating and documenting resolution steps to ensure continuity of service. I have maintained and repaired optical networks as a fibre optic engineer to minimize customer downtime.

I have supported ICT infrastructure across hospitality, government, and enterprise settings, implementing network components such as routers, switches, and firewalls, and contributing to ERP/CRM rollouts and website upkeep. I also built a VirtualBox home lab to practice Windows Server, Active Directory, GPOs, and basic network troubleshooting.

I am pursuing industry certifications including CompTIA A+, Google IT Support, and Cisco CCNA to formalize and expand my technical skill set, and I value clear communication, reliable documentation, and collaborative cross-functional work to improve IT operations.

Experience

Work history, roles, and key accomplishments

IT Support Technician

Teltra Solutions

Aug 2019 - Jun 2025 (5 years 10 months)

Provided first-level technical support for 100+ users in Windows and Office 365, resolved ServiceNow tickets, and maintained optical network infrastructure to minimize downtime for customers.

Windows Office 365 Active Directory ServiceNow Fibre Optic Maintenance DNS DHCP

ICT Technician

Kaskazi Beach Resort

Feb 2018 - Sep 2018 (7 months)

Managed hotel IT infrastructure and provided customer-facing technical support, improving issue resolution times and documenting knowledge base entries to enhance support efficiency.

Customer Support Network Management Documentation Email Support Ticketing Windows

ICT Clerk

IEBC

Jun 2017 - Oct 2017 (4 months)

Managed ICT infrastructure for the general elections in Kilifi South, provided technical support to election officials, and maintained election data integrity and security.

Election IT Support Data Integrity User Training Reporting Network Support

ICT Technician

Flamingo Beach Resort & Spa

Jun 2016 - Dec 2016 (6 months)

Maintained the hotel's network (routers, switches, firewalls), resolved complex hardware and software issues, and assisted with implementation of new IT systems and website upkeep.

Network Management Router Switch Troubleshooting Website Upkeep

ICT Intern

Taita Taveta County Government

Jun 2015 - Sep 2015 (3 months)

Provided technical user support and assisted in managing the county network infrastructure, supported staff with hardware/software issues, and helped implement new IT systems.

Technical Support User Training

Education

Degrees, certifications, and relevant coursework

Unicaf University

Bachelor of Science, Computer Science

2022 -

Pursuing a Bachelor of Science in Computer Science at Unicaf University, started May 2022 and currently ongoing.

Yusudi Africa Ltd

Certificate, Business Development / Sales

Completed training in prospecting, business development introduction, pitching, cold calls/emails, and product value proposition and was awarded a certification in June 2019.