About

A highly motivated ICT & Technical support specialist with a passion for technology, adept at streamlining operations and developing innovative solutions while ensuring IT operations and processes are met. Vast experience in ICT systems and network administration, ICT projects management, database management, Salesforce administration, Applications troubleshooting & technical support, End user training and support within a busy and highly automated ICT environment and data analysis. Seeking an opportunity to utilize my technical expertise to provide timely, cost-effective IT support and maintenance in a challenging environment.

Skills

  • Technical Support Specialist
    10
  • Customer Technical Support
    9
  • Salesforce Administration
    9
  • Information Security Management
    8
  • System administration
    9
  • English and Kiswahili
    10

Recommendations

Steve Musembi

 2/8/2026
Provided a score of  
10
  for Ngetich Carolyne

Experience

Ngetich Carolyne

Education

Ngetich Carolyne

Education

Ngetich Carolyne

Education

Ngetich Carolyne

Work experience
  • Vast experience in developing and implementing IT processes and systems, improving existing
  • procedures for IT operations.
  • ICT project planning, execution, and risk management (leveraging agile and traditional methods to
  • deliver projects on time and on budget) .
  • Firewall administration, Antivirus, and web security administration as well as a firm grasp of
  • Information Security concepts in a large network environment.
  • Providing timely and accurate IT support to users, configuration, maintenance, patching, and support of
  • workplace equipment to consistently achieve high availability, reliability, and performance.
  • Proficiency in using HTML, CSS, MySQL, Linux, Git, TCP/IP, DNS, Security, HTTP/HTTPS.
  • Technical knowledge of and experience with a variety of technologies i.e Microsoft Active Directory,
  • Microsoft and Linux Server technologies, Microsoft Office 365 and Exchange, cloud-based storage
  • systems, Windows OS, and MS Office suites.
  • Skilled at communicating technical concepts to non-technical individuals, ensuring optimal
  • understanding and satisfaction.
  • Client service skills with hands-on experience in customer needs assessment and handling customer
  • complaints while delivering high-quality and consistent service.
  • Strong analytical skills, and ability to create simple to complex analytical solutions.
  • Effective time management skills with the ability to manage complex workloads in a fast-paced and
  • dynamic workplace while meeting deadlines.
  • Salesforce Proficiency – Administration, Sales Cloud, Service Cloud, Automation, Packaged
  • Application Integrations, Data Migration, and change sets.
  • Proficiency in using support tools such as Freshdesk, Zendesk, and Slack.

Ngetich Carolyne

Work experience
  • December, 2019 - November, 2020
  • Fulltime
  • Ensured that all actors were properly enrolled on the system and that all documentation is in place and
  • up to date.
  • Successfully resolved over 95% of customer technical issues within the first contact, exceeding the
  • company's target of 90% and improving customer satisfaction by 15%
  • Created and maintained documentation of technical procedures, support documentation, FAQ’s and
  • troubleshooting steps for future reference and for training other team members or end-users.
  • Offered comprehensive and detailed documentation of IT processes and procedures to better facilitate
  • understanding and usage within the organization.
  • exceeded expectations during end-user onboarding and reduced total system downtime by 40%,
  • resulting in a 95% customer satisfaction rating.
  • Collaborated with other technical teams, such as software developers and engineers, to escalate and
  • resolve complex or advanced technical issues.
  • Gathered and analyzed customer feedback to identify areas for improvement in products, services, or
  • support processes.
  • Collaborated with the product development team to identify and resolve recurring software bugs,
  • leading to a decrease in customer-reported issues and improved product stability.
  • implemented impactful solutions resulting in improved customer satisfaction and operational efficiency.
  • Collaborated with the field team to ensure that the data provided and consumed was of standard quality.
  • Reviewed all messaging, interaction, and time intervals between the interactions to ensure improved
  • user experience and made recommendations for tweaks to the system.

Ngetich Carolyne

Work experience
  • November, 2018 - October, 2019
  • Fulltime
  • Responsible for effective provisioning, installation/configuration, operation, and maintenance of systems
  • hardware and software and related infrastructure. Key deliverables.
  • Maintained a high level of support service, ensuring IT requests from end-users were resolved promptly
  • and effectively, and escalated issues to the supervisor when necessary.
  • Managed server and storage resources that supported 200+ users, ensuring availability and accessibility
  • with a 99% uptime.
  • Evaluated, monitored, and enhanced IT infrastructure with an emphasis on availability, reliability,
  • scalability, security, data confidentiality, and system integrity.
  • Ensured internal and external network was running consistently, smoothly, and fast with 0% downtime
  • during working hours across the Company Network.
  • Planned and executed systems upgrades, migrations, and hardware replacements by accessing
  • compatibility, coordinating with vendors, and conducting testing to ensure a smooth transition and
  • minimal impact on users.
  • Set up of ICT equipment / relocated working places for new staff and when new equipment was
  • purchased or during computer replacements.
  • Assisted in the planning and implementation of IT Projects, such as system expansions, network
  • upgrades, and software deployments.
  • Created preventative measures to protect against system outages and data loss, resulting in improved
  • customer service satisfaction and minimizing downtime by 20%
  • Performed active directory duties i.e administered user authentication, and password management, and
  • implemented security measures to protect user accounts and data.
  • Providing technical support and assistance to the end users by responding to help desk tickets,
  • addressing user inquiries, and providing training or guidance on system usage and best practices.
  • Created and documented system documentation, standard operating procedures, and IT policies by
  • documenting system configurations, network diagrams, and troubleshooting guides, and keeping
  • records of changes made to the IT infrastructure.
  • Ensured timely troubleshooting, diagnosing, and repair of faulty ICT equipment and network-related
  • issues.
  • Monitored and analyzed network performance, identifying, and resolving network bottlenecks, which
  • led to a 15% increase in network efficiency.
  • Developed and implemented disaster recovery plans, ensuring business continuity in the event of a
  • network failure.
  • Maintained high standards of integrity, availability, and confidentiality of all the Company data,
  • information, networks, systems, and other IT resources.
  • Increased operational efficiency and improved employee productivity by training them on ICT issues
  • including Office 365, IP telephony system, Taro works, and Salesforce.

Ngetich Carolyne

Education
  • September, 2008 - October, 2013
  • Fulltime

Related persons

Steve Musembi

 2/8/2026
Provided a score of  
10
  for Ngetich Carolyne