Open to opportunities

Silas Nyatta

@silasnyatta

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Experienced IT Support Engineer with a passion for cybersecurity.

Kenya

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What I'm looking for

I am looking for a role that values cybersecurity and offers opportunities for professional growth and development.

I am an experienced IT Support Engineer with over 15 years of expertise in technical support, network infrastructure, and IT systems maintenance, with a growing specialization in cybersecurity. I have successfully resolved high-impact technical issues while identifying and mitigating security vulnerabilities, contributing to a 25% reduction in recurring threats. My proactive support for over 200 users in compliance-driven environments has strengthened system integrity and enhanced cyber resilience through practical, scalable solutions.

Throughout my career, I have demonstrated my ability to bridge technical gaps and improve IT infrastructure. At CH Experience, I handled over 60 technical support tickets weekly, achieving a 95% first-contact resolution rate. My efforts in optimizing workflows and creating standardized resources have significantly reduced ticket handling time and improved team coordination. I am excited to bring my blend of support engineering and cybersecurity insight to a role focused on securing and optimizing critical IT infrastructure.

Experience

Work history, roles, and key accomplishments

Current

System/IT Support

Current

CH Experience (BPO)

May 2023 - Present (2 years 1 month)

Managed over 60 technical support tickets weekly with a 95% first-contact resolution rate. Improved ticket handling time by 20% through workflow optimization and created resources for onboarding 100+ new hires. Implemented an automated issue tracking system, enhancing team coordination and reducing manual processes by 50%. Conducted preventative maintenance and user training, leading to a 30% decl

Technical Support Troubleshooting Workflow Optimization User Training Issue Tracking

Customer Support Engineer

Redington Kenya

Jul 2017 - Sep 2022 (5 years 2 months)

Resolved over 50 urgent customer issues monthly with a 95% success rate by optimizing technical team coordination. Achieved a 25% reduction in repeated incidents through advanced troubleshooting and detailed documentation. Enhanced customer satisfaction metrics by 20% and reduced repeat support tickets by 15% through customized solutions and hands-on training.

Customer Support Technical Troubleshooting Documentation User Training

SN Technician

First CompDeals

Jan 2009 - Aug 2017 (8 years 7 months)

Designed and deployed network configurations for over 50 client systems, achieving full connectivity. Maintained structured cabling infrastructure, reducing downtime by 20%. Provided ongoing technical support to over 200 users with a 95% success rate, and conducted preventive maintenance for 50+ computers monthly, extending device life cycles.

Technical Support Troubleshooting

Technician

Davetech System and Services

Aug 2007 - Dec 2008 (1 year 4 months)

Provided technical support and maintenance services, ensuring optimal performance of client systems. Assisted in troubleshooting hardware and software issues, contributing to overall system reliability.

Technical Support Troubleshooting Maintenance Client Services Hardware

Sales Executive

NairobiNet Online (K) Ltd

Jan 2007 - Aug 2007 (7 months)

Engaged in sales activities, promoting online services and solutions to clients. Developed client relationships and contributed to sales strategies to enhance company revenue.

Sales Strategy Client Management Account Management Proposal Development Customer Engagement