Joakim Kiroko

Highly adaptive and business-savvy IT Support Specialist with years of repeated success in delivering technical solutions that address business challenges and improve efficiencies. Skills include technical support, cloud support, computer software, and hardware preventive maintenance, troubleshooting, networking (LAN, WAN, TCP/IP, VPN), system administration (Active Directory), analytical thinking, and creative problem-solving. Well-versed in applying customer service concepts to IT to improve the user experience for clients, employees, and administration. Qualifications include a Google IT Support Professional Certificate, a Dual credential badge from Google, and CompTIA A+.

ICT Technical Assistant | Micro Enterprises Support Programme Trust December 2023 – Present

• Managed comprehensive Windows Server operations, enhancing security and seamless functioning.
• Executed crucial Active Directory tasks, including user management and group policy configurations.
• Proficiently handled Office 365 Administration for 50+ users, optimizing collaboration and productivity.
• Implemented effective Patch Management strategies, improving system reliability by 30%.
• Led proactive Server Infrastructure Maintenance, minimizing downtime and ensuring peak performance.
• Spearheaded Network Administration, configuring and maintaining LAN/WAN environments.
• Utilized advanced VMware and vSphere for efficient virtual machine provisioning and management.

System Administrator Intern | Micro Enterprises Support Programme Trust June 2023 – December 2023

• Led comprehensive Windows Server management and executed essential Active Directory tasks.
• Managed Office 365 Administration for 200+ users, optimizing collaboration and productivity.
• Implemented and oversaw Patch Management strategies, improving system reliability by 30%.
• Conducted proactive Server Infrastructure Maintenance, minimizing downtime.
• Led Network Administration, configuring and maintaining LAN/WAN environments.
• Utilized advanced VMware and vSphere for efficient virtual machine provisioning and management.

IT Support Specialist | Freelance Oct 2022 – Jun 2023

• Identified and classified 100+ daily incidents, implementing process enhancements for recurring issues.
• Ensured rapid incident/request response within SLAs, reducing customer satisfaction failures by 20%.
• Successfully restored critical services within a critical 48-hour SLA window for 80% of incidents.
• Managed a high volume of 500+ incoming incidents monthly, resolving pending cases efficiently.

IT Support Assistant | Adevia Health Africa Nov 2021 - Sep 2022

• Analyzed application demands, resulting in a 20% decrease in support requests.
• Diagnosed over 400 potential network faults, saving an estimated 150 hours.
• Delivered engaging training sessions on 10+ ICT systems, enhancing user proficiency by 15%.
• Maintained meticulous inventory control of 800+ ICT assets, ensuring availability and efficiency.

IT Support Consultant | Freelance Jan 2020 - Oct 2021

• Maintained 100% system uptime through skilled installation, configuration, and proactive maintenance.
• Conducted comprehensive training for 50+ staff members, resulting in a 50% boost in efficiency.
• Collaborated effectively with software/hardware vendors, achieving a 100% problem resolution rate.
• Redesigned and optimized a company's website, driving a 25% increase in website traffic.

IT Support Intern | Kenya Pipeline Company Oct 2019 - Dec 2019

• Engineered a software solution to streamline approval processes, enhancing flexibility by 40%.
• Responded promptly to 30+ daily end-user requests, maintaining a 98% satisfaction rate.
• Implemented SAP & Checkpoint VPN for over 20 users, significantly enhancing remote access security.
• Identified root causes, leading to a 100% reduction in callback incidents.

IT Technician | Chemplus Holdings Ltd. Nov 2015 - Aug 2016

• Executed installation and maintenance of hardware/software components, elevating system efficiency by 40%.
• Ensured the integrity, confidentiality, and availability of systems, contributing to improved business productivity.
• Cultivated strong user relationships by delivering top-notch troubleshooting support, optimizing the overall user experience.

Bachelor of Science in Information Technology (Part-time)
Jomo Kenyatta University of Agriculture and Technology | Jan 2022 - Dec 2024 (Expected)

Diploma in Technology (Information Technology)
The Technical University of Kenya | Sep 2016 - Dec 2019