Mark Githinji

Configured, managed, and secured network infrastructure, including Fortinet solutions (FortiGate, FortiAPs, FortiSwitch) and CCTVs. Administered VPNs to ensure secure remote access, and monitored and updated firewalls, security policies, and network configurations to protect against cyber threats. Provided Tier 1 & 2 support, troubleshooting hardware, software, and network issues while ensuring SL

Managed and secured systems, including Active Directory, DNS, certificate services, and Group Policy, ensuring reliable access and security across the organization. Configured and monitored network security devices, including Fortinet and Cisco firewalls, IDS/IPS, and VPNs, to safeguard the network against intrusions and cyber threats. Performed incident response efforts by swiftly identifying, co

Evaluated customer service calls to ensure compliance with quality standards, focusing on key performance indicators (KPIs) such as First Call Resolution (FCR) and Average Handle Time (AHT). Developed and implemented QA procedures and metrics, resulting in an overall customer satisfaction.

Delivered high-quality customer service by managing inquiries related to internet services, billing, and technical support via phone, email, and chat. Assisted customers in troubleshooting connectivity issues and guiding them through setup processes.

Provided comprehensive network and application support. Developed and managed the organization’s website/domain using WordPress (PHP), and implemented system upgrades and security controls.

Delivered comprehensive IT user support and conducted in-depth research for TIVET projects, ensuring seamless technology integration and project success. Supported application software by troubleshooting issues, performing meticulous data collection, contributing to accurate and reliable project outcomes.

Gained hands-on experience in managing daily IT tasks and network management, enhancing problem-solving abilities. Learned to support hardware, software, network installations and upgrades, understanding the intricacies of IT infrastructure.

Gained hands-on experience in managing daily IT tasks and network management, enhancing problem-solving abilities. Learned to support hardware, software, network installations and upgrades, understanding the intricacies of IT infrastructure.

Completed a comprehensive curriculum in Information Technology, gaining foundational knowledge and practical skills in various IT domains. Focused on developing expertise in system administration, network management, and software applications.

Acquired a solid understanding of Information Technology principles and practices. Developed core competencies in IT support, network fundamentals, and basic programming.

Completed secondary education, achieving the Kenya Certificate of Secondary Education. Focused on a broad range of subjects, building a strong academic foundation.