BILGRAM KWENDO

I have honed my skills in administering and managing various ERPs and service desks including Salesforce, Jira, and Freshdesk. I have also gained experience in building and managing an IT inventory system, installing and configuring computer networks, systems, and UniFi network devices, and troubleshooting IT issues and outages. My role also involves ensuring security through access controls, backups, and firewalls, and training staff on new technologies.

Prior to this, I worked as an IT Service Delivery Analyst at Cloud Factory where I was responsible for installing and configuring computer hardware, network devices, operating systems, and applications. I also maintained records of software licenses and managed the inventory of ICT equipment.

I am proficient in using a variety of platforms including Salesforce, UniFi, Unleashed, Xero, Sentinel, Sophos, 3CX, G-Suite, PoweBI, Office 365, Sophos Central, and Jira Service Desk. I am also experienced in providing desktop support and helpdesk call support. My ability to comprehend technical documents has been invaluable in implementing instructions from these documents.

I am known for my flexibility and adaptability which allows me to thrive in various situations and challenges in the workplace.

July 2021 – January 2025.
Junior IT Associate at Sun Culture Kenya,
Built, administer and manage SalesForce Service Desk.
Built, administer, and manage Jira Service Desk.
Built, administer, and manage IT inventory system.
Built, configured and administer the UniFi network at the Kanjata Road office.
Administered Freshdesk Service Desk.
Administer Google Workspace.
SalesForce Administration.
Administer Unleashed, AppSheets and Xero.
Consult with clients and the internal teams to specify system requirements and design solutions.
Procuring IT equipment, setting up IT accounts and workstations for employees.
Assemble new systems, configure and test the system to ensure it’s running properly.
Maintain existing software, repairing hardware and upgrade any obsolete systems.
Troubleshoot IT issues and outages.
Upgrade systems with new releases and models.
Develop expertise to train staff on new technologies.
Build an internal wiki with technical documentation, manuals, and IT policies.
Documentation of their current Systems and ensure IT processes are adhered to.

January 2019 – July 2021.
IT Service Delivery Analyst at Cloud Factory,
Installing and configuring computer hardware.
Installing and configuring network devices.
Installing operating systems and applications.
Planning and undertaking scheduled maintenance upgrades.
Investigating, and diagnosing software and hardware issues.
Sophos Central-BitLocker encryption support.
Uni-Fi Controller and AP management.
Repairing IT equipment.
DameWare Remote Assistance administration.
ZKTeco time attendance administration.
Creating and implementing IT processes.
Level 1 and 2 User Support.
MFP Printer installation and maintenance.
HikVision administration.
SolarWinds Service Desk Support.
Maintaining records of software licenses.
Managing inventory of ICT equipment.
Implementing and monitoring IT policies.
User training on the proper use of ICT resources.

August 2015 – January 2018.
ICT Officer at Tai Eagles Group,
Asset Management.
UniFi network setup and administration.
Computer Maintenance and Support.
Database Management.
Zkteco attendance management.
MFP Printer Installation and Maintenance.
SAGE HR and Accounting Administration and Support.
G-Suite Administration and Support.
Software installation and Support.
Office 365 Administration and Support.
Level 1 IT support for Regional Offices.
Structured Cabling.
Windows 7-8-10, Mac OS, and Linux Support.
Procuring of IT equipment and Petty Cash requisitions.

PROFESSIONAL TRAINING
Udemy,
-SundersS Oracle Netsuite ERP Foundation E-Learning Vol 1.
-ITIL Service Management with ITIL 4 Foundation.
-Microsoft Power Platforms Fundermentals (101 Level).
-Microsoft Azure Architect Tehnologies: AZ-303/AZ-300.
-Microsoft 365 Master Course.
-Microsoft PowerBI Desktop and Service.
-Google Workspace Ultimate Course.

LinkedIn Learning,
-Introduction to Cloud Computing for IT Pros.
-Learning AI for Cyber Security.
-Learning Google Workspace (2019).
-Learning ITIL (2019).

EDUCATION
January 2012 – December 2014
KCA University,
Information Technology.

Emobilis Mobile College,
Mobile App Programming.