• Delegating tasks and coaching members of my team on achieving goals and developing necessary skills that get results.•Managing client escalations where possible and resolving them when they do arise.•Managing project progress and providing reports to key stakeholders.

IM local contact and Information Domain Controller in charge of the East African regional offices (Kenya, Sudan and Ethiopia) IT User Support and System Administration• Provided ERP and CRM support by assigning SAP roles to users based on their department and their job level. Led a team of external contractors from a vendor in the integration of Sage Pastel ERP for the new branch office in Ethiopia (Opened April 2018). Integrated a new Staff time & attendance biometric system at the office in Kenya. • Successfully provided Tier 1 and Tier 2 IT support through help desk support tickets for incidents and service requests. Escalated Tier 3 support issues to the IT team based in Germany. Provided software and hardware orientation to new staff and ensured they understood the ICT policies.• Improved the quality of the office internet connectivity so as to support video calls, cloud services, and VOIP services by advising the Managing Director on the need to migrate from an 8 Mbps WiMAX connection to a 30 Mbps Fiber connection which improved monthly uptime from 97 % to 99.95%. Reviewed daily McAfee Antivirus security reports and advised individual users in case of any threat detected in relation to their work stations. Server administration of AD-DS and file storage permissions.• Implementation of migration from Windows 7 to Windows 10 OS. Deployment of software requested by users through the network via IVANTI. Led the successful implementation of Microsoft office 365 in the region as directed by the IT team in Germany.• Provided a detailed plan for the yearly IT CAPEX requirements to the Finance department for the three regional offices. Liaison and management of SLAs with vendors and service providers.

IT user and systems support intern.• Successfully provided Tier 1 and Tier 2 support to staff within the head office, call center and remotely in countrywide stations. Orientation and basic IT training for new staff.• Hardware setup and configuration, for example, setting up bag tag & boarding pass printers, call center headsets. Setting up of applications such as Fortclient for VPN services, MPESA Web interface for processing refunds, Navitaire reservations system. Configuring and troubleshooting the LAN & WAN Network Setup. Performing monthly back-ups of data and monitoring uptime of the reservations system.• Was largely involved in the editing and formatting of air operating manuals required by the Kenya Civil Aviation Authority to award Jambojet an Air Operating Certificate which gave them permission to operate beyond the Kenyan airspace. My efforts were commended by the then CEO.

IT user and systems support intern• Provided Tier 1 and Tier 2 support to staff within the head office and remotely in countrywide stations.• Assigning users and setting up of the domain configurations within the servers• Troubleshooting server utility applications such as Cyberoam and Zimbra• Replaced old and worn out patch cords, ensuring communication using the company telephones between departments was working and also configuring new extensions.

input and verification of job applicant's details in the HR department and input of details of people applying for the Government's Old Persons Cash Transfer Beneficiaries program in the Social Development department

This internship opportunity also gave me a chance to gain employee relations knowledge and learn organizational behavior. I was able to gain experience in teamwork, co-ordination,confidentiality and business ethics.The technical aspects of my internship involved the following:i) User support-Helping various office staff to troubleshoot computer hardware and software issuesii) Monitoring server and internet-Ensuring the servers in use did not experience any downtime and also the internet connection was up at all times.iii) Email configuration-Providing new office staff with company emails for official useiv) IP telephony-This involved getting to replace old and worn out patch cords, ensuring communication using the company telephones between departments was working and also configuring new extensions.v) Network printer configuration-Connecting departments to network printers for official use when documents were required to be scanned or printed