Austine King'Au Email & Phone Number

Nairobi County, Kenya

• Troubleshoot user issues and provide efficient solutions.• To ensure the smooth delivery of ICT services by providing effective and timely support to NAIVAS ICT service consumers who confront technological issues.• Contribute to the continual improvement of ICT service delivery initiatives and collaborate with other ICT employees to identify solutions.• Provide pleasant, helpful, and timely user support on phone and ticketing platforms, as well as keep users updated on the status of their ticket.• Correctly categorize tickets in the ICT service catalogue according to the guidelines.• Ensure that all consumer issues and complaints are fully resolved in a 'One Stop Shop' context - First Call Resolution FCR.• Following stipulated procedures or as needed, referring concerns to more specialist support teams.• Where necessary, provide required departmental documents such as change requests, incident reports, handover, and job cards.• Continuously enhancing service by monitoring trends in events and requests, recognizing possibilities for process changes, and sharing their knowledge and skills with colleagues.• Maintain a high degree of product knowledge suitable for problem resolution, client retention, and education.• Identifying and resolving hardware/software issuesEnsure that other technology activities such as equipment disposal, asset management, end-user security, technology customer interactions, and system delivery projects are supported.

Nairobi County, Kenya

• Proactively manage branch operations and offer loss-prevention guidance to the business.• Send audit and loss control reports to Achievo management.• Maintain and review documentation processes to prevent shrinkage.• Audit internal processes in the retail business and enhance controls.• Investigate fraud and theft in retail operations.• Supervise the installation and maintenance of surveillance equipment and ensure its proper utilization and safety.• Report operational issues promptly and ensure action is taken.• Manage, train and oversee branch loss control staff and address operational concerns in meetings.

Nairobi County, Kenya

I work as a freelancer specializing in website design using WordPress, website management, resume and cover letter writing, as well as research and analysis. My freelance work allows me to apply my technical and analytical skills to a variety of projects, helping clients meet their personal and professional goals.You can visit the following projects,https://cynthiacareercoach.co.kehttps://stalicrealestate.comhttps://whydahsafaris.co.kehttps://hillsideorganicgarden.co.keThese are projects have worked on as a freelancer.

Kitui, Kitui County, Kenya

1. Support Electoral Trainer (SET):-Actively participate in the training programs conducted for electoral staff, including polling clerks, presiding officers, and other personnel involved in the electoral process.-Provide technical support and guidance to trainees on the utilization of ICT tools and resources relevant to their roles, ensuring proficiency in electoral procedures and adherence to established protocols.-Assist in the development and implementation of training modules tailored to address specific ICT-related aspects of electoral operations, such as voter registration systems, electronic voting machines, and data management protocols.2. Presiding Officer:-Assume the crucial role of presiding officer during electoral events, overseeing the conduct of voting processes, ballot counting, and result declaration in accordance with electoral laws and regulations.-Manage polling stations effectively, ensuring the smooth flow of voters, the integrity of voting procedures, and the security of ballot boxes and electoral materials.-Supervise the activities of polling clerks and other staff members assigned to the polling station, providing guidance and support as needed to maintain efficiency and accuracy throughout the electoral process.3. Other Responsibilities Assigned by the Returning Officer:-Undertake various tasks and assignments delegated by the Returning Officer, which may include data analysis, reporting, logistical coordination, and administrative support.-Collaborate with other electoral officials and stakeholders to address emerging issues, resolve challenges, and implement corrective measures to enhance the credibility and transparency of electoral processes.-Respond promptly to inquiries, complaints, and requests for assistance from voters, political representatives, and observers, demonstrating professionalism, impartiality, and a commitment to upholding electoral integrity.

Mombasa County, Kenya

1. Network Maintenance, Troubleshooting, and Access Point Setup:-Regularly conduct network maintenance tasks to ensure the smooth operation of the network infrastructure, including switches, routers, and access points.-Perform diagnostic tests and troubleshooting procedures to identify and resolve network issues promptly, minimizing downtime and disruptions to user productivity.-Configure and deploy access points strategically to optimize network coverage and performance, taking into account factors such as signal strength, interference, and user density.-Implement security measures, such as encryption protocols and access control policies, to safeguard the network against unauthorized access and potential cyber threats.2. User Support, Help Desk Management, and TCP/IP Configuration:-Serve as the primary point of contact for users seeking technical assistance and support, responding to inquiries, issues, and service requests through various communication channels, such as phone, email, or ticketing systems.-Provide comprehensive help desk support, diagnosing and resolving user-reported problems related to hardware, software, networking, and connectivity issues.-Configure TCP/IP settings on computers, devices, and network peripherals to establish and maintain reliable communication across the network infrastructure, ensuring proper addressing, subnetting, and routing configurations.-Document support interactions, troubleshooting procedures, and resolution outcomes systematically, maintaining accurate records and knowledge bases to facilitate future reference and continuous improvement efforts.

Nairobi County, Kenya

1. Database Management and ERP Integration:-Manage databases efficiently, ensuring data integrity, security, and availability for critical business processes and applications.-Integrate enterprise resource planning (ERP) systems with databases, facilitating seamless data exchange and synchronization between disparate systems.-Develop and implement data management strategies, including data backup, recovery, and archival procedures, to safeguard against data loss and ensure compliance with regulatory requirements.2. Networking, Structured Cabling, LAN Installation, and Maintenance:-Design and deploy structured cabling systems to support LAN connectivity, adhering to industry standards and best practices for cable routing, termination, and labeling.-Install and configure network switches, routers, and other networking equipment to establish LAN connectivity and enable seamless communication between devices and network segments.-Conduct regular inspections and maintenance activities to ensure the integrity and performance of the LAN infrastructure, identifying and remedying issues such as cable faults, port errors, and configuration inconsistencies.3. Troubleshooting Network Problems and Configuring PCs to the Network:-Diagnose and resolve network-related problems reported by users, employing a systematic approach to troubleshooting that encompasses hardware, software, and connectivity issues.-Configure PCs and other devices to connect to the network securely, ensuring proper IP addressing, subnetting, DNS resolution, and firewall settings.-Provide user support and guidance on network connectivity issues, assisting with device configuration, network settings, and connectivity troubleshooting to restore access and functionality effectively.

Bachelor Of Technology - Btech, Computer Systems Networking And Telecommunications, Second Class (Upper Division)

Itil Certificate, Computer/Information Technology Administration And Management