Open to opportunities

Kenny Karuga

@kennykaruga

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IT Helpdesk Specialist focused on efficient customer support.

Kenya

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What I'm looking for

I seek a role that fosters growth, values collaboration, and challenges my technical skills.

I am an IT Helpdesk and Support Specialist with a strong commitment to delivering exceptional technical support and customer service. My experience spans various roles, including Helpdesk Assistant and ICT Officer, where I have honed my skills in incident management, process optimization, and user training. I excel in diagnosing and resolving technical issues, ensuring compliance with service level agreements (SLAs), and providing multi-channel support to non-technical users.

Throughout my career, I have successfully managed IT service desk operations, configured hardware and software, and conducted end-user training on enterprise applications. My tenure at Coretec Africa Solutions and Kenya Airports Authority has equipped me with the expertise to oversee IT asset lifecycle management and maintain critical systems, ensuring optimal performance and uptime. I am passionate about leveraging technology to enhance user experiences and drive operational efficiency.

Experience

Work history, roles, and key accomplishments

Current

Helpdesk & Support Assistant

Current

Coretec Africa Solutions

May 2023 - Present (2 years 2 months)

Delivered Tier 1 and Tier 2 IT support and technical assistance to non-technical users. Diagnosed and resolved issues through CoreTicket ITSM platform, ensuring SLA compliance and efficient resolution of IT service and incident requests.

IT Support Technical assistance SLA Troubleshooting Hardware Software Ticketing Systems Client Management

ICT Help Desk Technician

Harnssenn Group Limited

Sep 2021 - Apr 2023 (1 year 7 months)

Managed terminal flight information systems and real-time data updates, overseeing IT service desk operations and resolving support tickets via ManageEngine ServiceDesk Plus. Provided comprehensive desktop support, including OS deployment and hardware diagnostics, and managed users via Microsoft Active Directory.

Service Desk Desktop Support Active Directory

IT Field Support Technician

Harnssenn Group Ltd

Jun 2019 - Mar 2020 (9 months)

Oversaw IT asset lifecycle management and maintenance, diagnosing and repairing Flight Information Display Systems (FIDS) to ensure uptime. Administered and optimized data center server infrastructure, ensuring redundancy and performance.

IT Asset Management

IT Helpdesk Intern

Kenya Airport Authority

Oct 2017 - Dec 2017 (2 months)

Engaged with users through various channels including phone, email, and remote support via TightVNC VPN. Provided Microsoft Outlook deployment, configuration, and troubleshooting support, and conducted end-user training on Microsoft applications.

Remote Support TightVNC VPN Outlook Microsoft Office 365 User Training Terminal Flight Information Systems

ICT Help Desk Intern

Vivacom Limited Company

Oct 2015 - Dec 2015 (2 months)

Assisted in software development, testing, deployment, and system integration, conducting user training on web-based platforms. Performed system debugging, testing, and quality assurance on projects, and configured Windows-based software and hardware setups.

Software Development System Integration User Training Debugging Quality Assurance Configuration Workstation Maintenance Network Infrastructure

Education

Degrees, certifications, and relevant coursework

Strathmore University

CCNA, Networking Associate

Completed the Cisco Certified Network Associate (CCNA) program, focusing on networking fundamentals and advanced concepts. Gained expertise in installing, configuring, and troubleshooting network devices.

Jomo Kenyatta University of Agriculture and Technology

BSc. Business Information Technology, Information Technology

Acquired a Bachelor of Science in Business Information Technology, specializing in Information Technology with a minor in Business. Developed a strong foundation in IT principles and their application in business contexts.

Jomo Kenyatta University of Agriculture and Technology

Diploma in Business Information, Information Technology

Obtained a Diploma in Business Information, focusing on Information Technology with a minor in Business. Gained foundational knowledge in IT systems and their integration with business operations.