Ian Wanyeki Email & Phone Number

Nairobi County, Kenya

• Installed, configured, and maintained hardware and software systems, including servers and workstations.• Delivered first-line support to end-users, troubleshooting issues related to hardware, software, and networks.• Managed user accounts and permissions, ensuring compliance with security protocols and data integrity.• Resolved ServiceDesk issues promptly and contributed to knowledge-sharing within the team.• Assisted in maintaining the ICT assets registry.• Collaborated with other departments to ensure alignment of systems administration and cybersecurity efforts with organizational goals and objectives.• Provided user support and training on security best practices, policies, and procedures to promote a culture of security awareness and compliance.• Trained new ICT interns on department policies and procedures, ensuring smooth onboarding and consistent adherence to security standards.

Nairobi County, Kenya

• Resolved Tier 1 employee hardware and software issues through the internal ServiceDesk system, ensuring smooth operations.• Configured employee devices (laptops, phones, tablets), optimizing functionality.• Assisted in the integration of the new Enterprise Content Management (ECM) system.• Managed routine maintenance for shared equipment, ensuring uninterrupted productivity.• Configured visitor devices on the network, maintaining security during onboarding.

• Responded to customer queries about company products and services, increasing product awareness.• Developed and sustained relationships with new customers, building rapport as a trusted representative.• Maintained a steady ~45% conversion rate while handling 50+ inbound calls daily.• Contributed to a new sales agent call script that increased efficiency of all existing sales agents by at least 15%.

Nairobi, Kenya

• Tested in-house software, identifying 7 bugs (3 critical), improving user experience.• Built an email module for multi-factor authentication, strengthening security.• Edited user documentation, increasing user comprehension by 15%.• Developed and presented a project plan for a key client to an 8-person development team.• Created a Software Engineering internship framework, boosting onboarding efficiency by 30%.

Nairobi, Kenya

My responsibilities included:• Running company social media advertising campaigns.• Building our social media presence by maintaining a solid online presence.• Monitoring the company's brand on social media.• Building brand awareness by engaging with relevant influencers.• Managing our online communities to ensure respectful and appropriate engagement.• Responding to comments on each of our accounts.• Overseeing customer service provided via social media.• Analyzing data to determine whether social media campaigns have achieved their objectives.

Nakuru County, Kenya

Tasked with creating awareness about ongoing promotions on Total lubricants, while also promoting their sales in the region.

Bachelor Of Science In Information Technology, Computer Programming

Certificate In Mobile Software Development And Entrepreneurship, Computer Programming

High School Diploma

Activities and Societies: Chairman of the Journalism Club, Assistant Dormitory Captain, Karate.