Open to opportunities

Norah Chepkoech

@norahchepkoech

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Devoted IT professional with a degree in Computer Science.

Kenya

Message

What I'm looking for

I seek a role that fosters innovation and offers opportunities for career growth.

I am a dedicated business and IT professional with a Bachelor of Science in Computer Science from Egerton University. My journey in the IT field has equipped me with a versatile skill set, allowing me to work effectively both independently and as part of a team. I pride myself on my ability to communicate ideas clearly and respond promptly to demanding situations.

Throughout my career, I have gained valuable experience in various roles, including Service Desk Analyst at ABSA Bank and Technical Support Officer at Guaranty Trust Bank. My responsibilities have ranged from incident management and service request fulfillment to customer service and technical support. I am committed to delivering exceptional service and continuously improving processes to enhance user satisfaction.

Experience

Work history, roles, and key accomplishments

Current

Service Desk Analyst

Current

Absa Bank

Managed incident lifecycle, ensuring timely resolution and communication with users. Performed initial analysis and troubleshooting, escalating complex issues to appropriate technical teams. Monitored service desk channels and provided IT service management reports.

ServiceNow ITIL Incident Management Troubleshooting Monitoring Services Risk Management IT Support System Administration Compliance

Direct Sales Representative

KCB Bank

Jan 2023 - Present (2 years 5 months)

Acquired and onboarded new customers, ensuring compliance with regulatory requirements. Resolved customer inquiries and complaints, providing excellent customer service. Conducted direct selling and cross-selling of bank products to meet sales targets.

Customer Service KYC Sales Compliance Risk Mitigation Customer Acquisition Sales Reporting Financial Services Relationship Management

Transactions Technical Support Officer

Guaranty Trust Bank

Jan 2018 - Present (7 years 5 months)

Installed and configured computer hardware, operating systems, and applications. Provided technical support to internal staff and customers, resolving application malfunctions. Maintained backups, software libraries, and ensured system upgrades for optimum performance.

Software Configuration Technical Support Customer Service Data Security

Digital Literacy Program Quality Inspector

ICT Authority

Jan 2016 - Present (9 years 5 months)

Delivered Digital Literacy Program content to teachers and performed network auditing and maintenance. Installed and maintained computer systems, including configuration of LAN and WAN. Provided onsite and back-office technical support to government offices and schools.

Maintenance Technical Support

Industrial Attaché - IT Department

AMPATH- Moi Teaching and Referral Hospital

Aug 2014 - Present (10 years 10 months)

Performed software and hardware installation and maintenance within the IT department. Managed data and configured networks. Conducted network auditing to ensure system integrity.

Installation Maintenance Data Management IT Support System Administration Troubleshooting Data Entry

Education

Degrees, certifications, and relevant coursework

Egerton University

Bachelor of Science, Computer Science

Completed a Bachelor of Science in Computer Science with Second Class Honors (Upper Division). The curriculum provided a strong foundation in computer science principles and practices.

Kipsigis Girls High School

KCSE Mean Grade A- (Minus), General Studies

Achieved a KCSE Mean Grade of A- (Minus) upon completion of secondary education. This period focused on comprehensive academic development across various subjects.