Amos Koech Email & Phone Number

Kenya

Responsible for the provision of comprehensive computing, office automation, software and hardware support and infrastructure support in UN Secretariat and United Nations agencies. The duties, responsibilities and key achievements are set out below: Key achievements: - Logged all relevant incidents or service request calls, assigning classification and priority codes.- Provides quick response or turnaround on requests while documenting and tracking incidents and complaints.-… Show more Responsible for the provision of comprehensive computing, office automation, software and hardware support and infrastructure support in UN Secretariat and United Nations agencies. The duties, responsibilities and key achievements are set out below: Key achievements: - Logged all relevant incidents or service request calls, assigning classification and priority codes.- Provides quick response or turnaround on requests while documenting and tracking incidents and complaints.- Improve accessibility to IT services by providing first and second level investigations and diagnostics.- Resolve as many incidents or service requests as possible that cannot be resolved within the agreed timeframe, in accordance with service level agreements.- Monitor the progress of tickets escalated to the Tier 3 team in accordance with business level agreements. Show less

Kenya

Provide support services for all requests and incidents requiring technical intervention in software applications, computer, network and telecommunication hardware/software, and general client computing environments. Assist in the deployment and adoption of banking applications, provide end-user training, assistance and support programs.Key Performance: - User Support - Provide technical assistance to resolve issues related to ICT hardware and software.- Installation and… Show more Provide support services for all requests and incidents requiring technical intervention in software applications, computer, network and telecommunication hardware/software, and general client computing environments. Assist in the deployment and adoption of banking applications, provide end-user training, assistance and support programs.Key Performance: - User Support - Provide technical assistance to resolve issues related to ICT hardware and software.- Installation and Configuration - Installation and configuration of ICT software and hardware.- Application Support - Support the deployment and adoption of banking applications such as MS Office, SAP, collaboration tools, business applications, software, etc.- Network and Telecommunications Infrastructure Support - Manage, configure and monitor the bank's data, voice and video communications infrastructure. Facilitate video conferencing for employees.- End User Training - Provide training on all applications and hardware of the bank.- Record Keeping - Keeps detailed records of network configurations, hardware specifications and incident resolution. Statistics of user calls for voice, fax, data and video conferencing facilities.- Teamwork - Responsible for creating/maintaining or promoting a healthy and appropriate work environment, participating in information technology projects, and communicating clearly both verbally and in writing. Show less

Kenya

- Fully understands and complies with established Service Center, CWS/IRP, DOS/PRM, and USCIS policies and procedures regarding RSCA program database management, resulting in favorable ratings in internal and external IT audits.- Manage the Help Desk to categorize, prioritize, assign and escalate support requests as needed.- Plan and deliver IT training for Regional Service Center staff.- Implement and test new hardware to improve and upgrade system performance; install any… Show more - Fully understands and complies with established Service Center, CWS/IRP, DOS/PRM, and USCIS policies and procedures regarding RSCA program database management, resulting in favorable ratings in internal and external IT audits.- Manage the Help Desk to categorize, prioritize, assign and escalate support requests as needed.- Plan and deliver IT training for Regional Service Center staff.- Implement and test new hardware to improve and upgrade system performance; install any technical upgrades as required.- Travel to remote locations to provide equipment and personnel support, such as to Bujumbura, Ruyigi and Muyinga in Burundi.- Prepare, deploy and remotely staff support field processing circuit riding servers. Show less

Kenya

Upon promotion, I performed a wide range of IT functions including tire 2 user support, report generation from ERP (MS AX) database, report automation, active participation in the EMEA infrastructure project, and many other duties. In both roles I managed to initiate and maintain dynamic information systems to meet the day to day transactions and needs of Westcon Africa and the UK.- General office systems management and administrative support.- Tire - 2 support for employees in the EMEA… Show more Upon promotion, I performed a wide range of IT functions including tire 2 user support, report generation from ERP (MS AX) database, report automation, active participation in the EMEA infrastructure project, and many other duties. In both roles I managed to initiate and maintain dynamic information systems to meet the day to day transactions and needs of Westcon Africa and the UK.- General office systems management and administrative support.- Tire - 2 support for employees in the EMEA region (specifically Africa and UK).- Training room management and user support.- Active participation in EMEA IT infrastructure projects.- Monitoring and surveillance of Westcon Africa's on-premises AD, Network Security and Internet.- Administer Call Manager, configure call routing patterns for users and troubleshoot call issues.- Monitor ERP and system backups.- Prepare and maintain an inventory of all IT assets. Show less

Master'S Degree, Information Security And Digital Forensics

Bachelor'S Degree, Computer Science