Innocent Moseti

Experienced and resourceful IT Support Officer with expertise in the application of technology to business processes. Possesses strong background in Networking, Technical Support, IT Operations, IT Infrastructure Management, Server and Desktop Operating Systems, ERP software like MS Dynamics 365 and SAP, Office 365, Google Workspaces, Active Directory, IT Risk Assessment, Disaster Recovery and Business Continuity Planning with exposure to Network and Information Systems Security (Firewalls, Endpoint Security, Identity Access Management, Group Policy Objects Configuration, ZTNA, SASE, SSL, SSH, VPN, IT Policy Formulation and Enforcement)

Senior IT Support Specialist|PHILMED PHARMACEUTICALS LTD|Nairobi, Kenya

January 2022 — March 2023

• Managed enterprise server colocation, installation, virtualization, maintenance and administration 
• Ensured that all local IT staff had excellent technical troubleshooting skills by monitoring tickets, obtaining user input, and personally engaging with technicians.
• Implemented FortiGate, FortiSDWAN, FortiSASE and TrendMicro Endpoint Security solution to secure the company's digital estate and mitigate system breaches.
• Deployed and managed Active Directory Domain Services and configured GPOs for computer, user, application and data management, improving operational and communication efficiency by 70%
• Oversaw implementation and administration of Microsoft Dynamics 365. 
• Coordinated IT Support for over 500 users spread across 27 sites in Kenya ensuring that over 90% of technical requests were judiciously resolved.
• Provided technical support for internet and network related issues; troubleshot and reported outages to internet service providers while staying in communication with the Helpdesk and Infrastructure teams with the objective of prompt service recovery
• Worked with vendors to resolve network and software-related issues and made sure that SLAs and other contractual agreements were 100% honored.
• Installed, configured and maintained computer systems and network connections. 
• Maintained servers and systems to keep networks fully operational providing 99.99% availability for mission critical systems.
• Analyzed network security and current infrastructure to assess areas in need of improvement and develop solutions. Patched software and installed new versions to eliminate security problems and protect data. 

Information Technology Manager|UFANISI RESORTS LTD|Kisii, Kenya

January 2020 — December 2021

• Responsible for transformation of the utility department from all manual processes to automated processes leveraging information and operational technology
• Negotiated with suppliers, vendors and contractors to secure quality IT products and services for the company at the best rates.
• Demonstrated leadership overseeing company-wide change management efforts for new system installations, operating system updates, optimization of existing systems and other major technical changes
• Designed and led implementation of company-wide enterprise security strategy for network and hardware security, disaster recovery, data protection and information access across all major systems.
• Developed policies, procedures and manuals governing internal and external IT use in strict compliance with applicable regulations and industry standards
• Conducted regular system audits. Running and sharing regular operation system reports with executive management.
• Oversaw and determining timeframes for IT projects including system updates, upgrades, migrations and outages
• Maintained and administered computer networks and related computing environments, including computer hardware, systems software, applications software, and all configurations.

Technical Support Specialist|KK SECURITY LTD,  at GardaWorld Company|Kigali, Rwanda

June 2018 — December 2019

• Technical installation of fire alarm systems, walk-through x-ray machines, video surveillance systems as well as Access Control Systems (Elid, ZKTeco, CTec, Zeta, Asenware, Avigilon, HoneyWell, Bosch, HiKVision, Dahua, Longse, Uniview, Risco etc)
• Programming, troubleshooting and maintaining equipment and systems including fire alarm, intrusion detection, video surveillance, two-way radios, asset protection, environmental detection, holdup/duress, integrated systems and equipment related to the alarm monitoring station.
• Worked directly with customers, conducting site surveys, consulting stakeholders,  arranging installation, transfer, documentation, and inventory of equipment.
• Made connections and required adjustments as directed, tested operation of all components of each system to the signal-receiving center to properly establish service
• Promptly reported defective material or equipment, inaccuracies or omissions in job information that may result in inadequate protection for customer use
• Safeguarded against loss of unused materials, ladders, and tools on a job site or office location by installing CCTV cameras that could be monitored remotely
• Worked with the Installation Technician to maintain construction schedule and coordinates own task scheduling with other experts while installing security systems 

Security Systems Technician|SOLUTIONS GENERAL LTD|Kigali, Rwanda

May 2017 — April 2019

• Performed installation, configuration, testing and troubleshooting activities on Intrusion Alarm Systems, Access Control, CCTV, Intercom, Network infrastructure
• Reviewed drawings and specification of access control/security systems
• Maintenance, repair, testing and installation of access control, security system hardware, software, elevators and uninterrupted power supply (UPS) systems
• Responsible for customer support, and the maintenance of fire panels, CCTV cameras, walkthrough X-Ray Scanners and elevators
• Visited client sites and assessed security needs and requirements and provided cost estimates for equipment and installation
• Ensured that tools and safety equipment are regularly maintained reporting, monitoring, analyzing data and finding solutions to improve performance
• Read technical manuals, conferred with vendors and conducted hardware diagnostics to investigate and resolve problems or to provide technical assistance and support.

Bachelor of Business and Information Technology, Information Technolog, Mount Kenya University, Nairobi

January 2016 — December 2018
 

Professionals Certifications

3CX Basic Certified Engineer

Fortinet Network Security Expert 1

Fortinet Network Security Expert 2

Fortinet Network Security Expert 3

Linux Network Administrator 

Microsoft Certified Azure AI Fundamentals 

Certified Information Systems Security Professional (CISSP) 

CompTIA Cloud+ Advanced

CompTIA Security+ 

CompTIA Network+

CompTIA A+