Summary
Overview
Work History
Education
Skills
Software
Work Availability
Quote
Timeline
CustomerServiceRepresentative
MBWANA NGWENA

MBWANA NGWENA

IT SUPPORT SPECIALIST
KAMPALA

Summary

Self-motivated and dependable IT Support Specialist with over 8 years of experience providing professional technical support to clients, improving the customer service, and maintaining hardware and software. Trains and oversees dedicated tech team to provide maintenance, troubleshooting and IT support. Outstanding communicator offering extraordinary technological expertise and strong determination to perform excellent work. Distinguished as the Top Service Agent with a CSAT score of 4.5 /5, Short First Response Time with the Highest First Contact Resolution Rate.

Overview

11
11
years of professional experience
8
8
years of post-secondary education
3
3
Languages

Work History

IT Support and Logistics Assistant

Scarce Commodities LTD, PEUL
Kampala
01.2015 - Current
  • Configured hardware and software, set up peripherals such as printers and routers.
  • Troubleshooted and fixed hardware or software issues
  • Assisted in preparing, maintaining, and upholding procedures for logging, reporting, and monitoring PC performance.
  • Accurately documented instances of hardware failure, repair, installation, and removal
  • Identified and investigated network issues, maintained and upgraded hardware and software, and assisted server installation.
  • Analyzed systems, liaised with third party technical specialists for expertise.
  • Provided technical and user support to IT manager and staffs respectively.
  • Deploying new hardware, server backups & restoration and evaluating new software & security risks
  • Organized and developed filing systems for important documents and personal information, maintaining accessibility for associated personnel.
  • Coached employees through day-to-day work and complex problems.
  • Collaborated with other teams to identify and resolve customer issues quickly and professionally leading to 60% reduction in Average Response Time.
  • Managed specialist team to provide technical assistance and customer service.
  • Provided technical support to customers, troubleshooting technical issues and providing solutions.
  • Created, prepared, and delivered reports to various departments.
  • Monitored customer service metrics and provided feedback to team members, upholding quality standards.

Logistics Assistant

Scarce Commodities LTD
KAMPALA
12.2014 - Current
  • Reception and Inspection of FUEL Products, Documentations;
  • Oversaw daily inventory counts to maintain data accuracy.
  • Coordinated driver dispatch to accomplish daily delivery requirements yielding an increase in deliveries over 30%
  • Worked with vendors to schedule daily pickups and weekly deliveries.
  • Developed strategies to optimize utilization of available resources.
  • Liaised with internal and external stakeholders to facilitate smooth operations.
  • Performed regular audits and assessments of logistics processes to identify weaknesses, improve supply chain operations and minimize waste.
  • Liaison with Transporters on issues pertaining their trucks and/or Drivers
  • Establishment of FUEL Product Quantity using Weighbridge and Dipsticks Methods
  • Monitoring and Supervising loading/Unloading process and general Product Discharge
  • Ensuring quality SOPs and compliance with Safety procedures Rules and Regulations;
  • Maintaining Tank Firm, Gate Valves and Pump House
  • Reporting to OP Manager on Daily Stock Reconciliation
  • Preparing monthly reports to the operation Manager on Product Stock, Receptions and Safety
  • Allocating work to junior staff and training of new Staffs
  • Resolving Conflicts where it may arise among the Staffs and/or Drivers
  • Document Clearance and release of trucks after Unloading
  • Monitored inbound and outbound freight operations to establish timely delivery of packages.
  • Registered vendors and customers on database to maintain updated roster.

Census Content Supervisor

Kenya National Bureau of Statistics
ELDORET
07.2019 - 09.2019
  • Training and Supervising over 20 enumerators
  • Assigning enumeration areas to the enumerators
  • Liaising with Village Elders, Asst Chief and Chief to identify Special Population
  • Undertaking Census Enumeration in the sampled households
  • Ensuring Everybody in the supervision area has been enumerated
  • Ensuring that all materials and Equipment, devices and accessories needed for the activities are in place, recorded, secured, functioning, and maintained
  • Logistic and Technical assistance to ICT Supervisor and County Statistics Officer
  • Collecting and submitting all materials and equipment
  • Established team priorities, maintained schedules and monitored performance.
  • Assisted in organizing and overseeing assignments to drive operational excellence.

IT Technical Support Intern

Margaret Thatcher Library, Moi University
ELDORET
03.2014 - 06.2014
  • Performing System software installation, Routine Maintenance of Computers
  • Conducted system patching and software updates to field laptops using remote access software.
  • Replaced defective components and upgraded office equipment per technology plan.
  • Supported computer laboratory users with hardware, software, and connectivity issues across both Windows and Linux platforms.
  • Supported team in backup and restoration of Microsoft SQL databases.
  • Backed up administrative departments in back file scanning and document management imports.
  • Helped department set up equipment for meetings, events and operations.
  • Maintained inventory records and documentation for equipment in database.
  • Troubleshooting LAN Network maintenance,
  • Handling user accounts management in windows server
  • Technical user support duties
  • Loading and Unloading of Equipments and Books on trucks to/from the Store
  • Installing and configuring computer hardware systems and IT software,
  • Desktop support and configuring and managing backup & restoration
  • Helped IT team document core systems configurations, relevant passwords, and system access requirements.
  • Tested systems to identify root causes to problems and uncover bugs.
  • Installed OS, application software and upgrades, virus protection, and drivers in over 50 computers .
  • Determined and resolved printer and networked copier outages.
  • Resolved Internet and wireless and wired network access problems.

Industrial Attachment

GoK, (GITS) Ministry of Finance (The Treasury House)
NAIROBI
04.2012 - 08.2012
  • Checked measurements and completed accurate cuts to prevent materials waste and reducing the expense cost by 10%.
  • Followed established job site safety regulations and maintained safe and clean work area.
  • Planned and executed work with proper tools and materials to maximize productivity.
  • Planned projects by identifying necessary equipment, tools, and required assistance.
  • Installing and configuring computer hardware systems and IT software,
  • Desktop support and configuring and managing backup & restoration
  • Troubleshooted LAN network issues.
  • Carried out System software installation and updates
  • Printers and Computers maintenance
  • Any coordination assignment given by the Supervisor

Education

Bachelor of Science - Informatics

Moi University
ELDORET KENYA
08.2010 - 12.2014

Kenya Certificate of Secondary Education -

Waa Boys’ High School
KWALE, KENYA
01.2006 - 11.2009

Skills

    Shipping Documentation

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Software

Windows, Linux and Unix

Oracle database 19c, 21c

MS AD, MS SERVER 2016

JAVASCRIPT, CSS, SASS, JQUERY, SQL, HTML and PHP

MS Azure AD and MS 365 Administration,

SQL SERVER

SPSS

SQL DEVELOPER

Datapine, Smartsheet, Databox, Zendisk

Solarwinds NPM

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote

Your most unhappy customers are your greatest source of learning.
Bill Gates

Timeline

Census Content Supervisor

Kenya National Bureau of Statistics
07.2019 - 09.2019

IT Support and Logistics Assistant

Scarce Commodities LTD, PEUL
01.2015 - Current

Logistics Assistant

Scarce Commodities LTD
12.2014 - Current

IT Technical Support Intern

Margaret Thatcher Library, Moi University
03.2014 - 06.2014

Industrial Attachment

GoK, (GITS) Ministry of Finance (The Treasury House)
04.2012 - 08.2012

Bachelor of Science - Informatics

Moi University
08.2010 - 12.2014

Kenya Certificate of Secondary Education -

Waa Boys’ High School
01.2006 - 11.2009

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