Julian Kyalo

Creative and motivated individual skilled in IT operations, IT service management and technical support with a zest for solving complex customer queries. especially pertaining to hardware, software troubleshooting, systems administration, deployment and management. knowledge in python programming language. At Elephant Healthcare I implemented sponsored data which helped reduce internet data cost by 60%. I also ensured company IT assets compliance registration is kept at 100%.

1. IT Support (May 2019 – Aug 2019)

Tribe hotel - Nairobi 

Responsibilities

• Executed preventative maintenance on a regular basis. Ensured servers and other company systems are in good condition.
• Ensured timely response to issues and customer concerns efficiently within the set service-level agreement. 
• Ensured system software updates are done on a regular basis in accordance with department policies.
• led in network infrastructure deployment and network systems troubleshooting increasing  network stability and reliability.

1. Digitization Clerk (Jan 2020 – Sep 2020)

Digital Imaging and Scanning International Ltd

Responsibilities

• Improved data and records management access to clients increasing customer satisfaction.
• Achieved 100% accuracy on data capture and storage in the required time frame.
• Ensured optimum data quality is achieved on data indexing and data uploading into the electronic database.

1. Data Capture Supervisor (Oct 2020 – Jun 2021)

Digital Imaging and Scanning International Ltd

Responsibilities

• Achieved nearly 100 % optimum quality of data captured  and data records management.
• Nominated both with my team as the best performing department in terms of quality work and target hit in 5 consecutive months.
• Supervised and trained over 10 new team members and monitoring their progress which increased performance abilities.
• Ensured smooth running of all quality control and data indexing operations.
• Led daily team briefings and updates and weekly reports to the project management team meetings.

1. Junior IT Support Coordinator (Aug 2021 - Feb 2022)

Elephant Healthcare – Kenya 

Responsibilities

• Resolved approximately 200 tickets a week received  through  Freshdesk within the set service-level agreement.
• Ensured teams are always equipped with the right hardware and preparing launch sites with network connectivity like LAN setup  in readiness for system deployment. 
• Performed low-level maintenance and resolved problems of all hardware
• Geo tagged  over 1000 system hardware across different regions in a period of 3 months, for easier remote monitoring and troubleshooting.
• Developed and implemented the IT assets inventory system for the organization, increasing efficiency in asset management.

1. IT Technical Support Coordinator (Mar 2022 - Oct 2022)

Elephant Healthcare Ltd

Responsibilities

• Coordinated timely response to issues and requests through Freshdesk within the set service-level agreement, supporting three operational territories Kenya, Ghana and Nigeria with forwarding escalations to the engineering team.
• Ensured teams are always equipped with the right hardware and preparing launch sites with network connectivity like LAN setup  in readiness for system deployment.
• Provided insights as a key member of testing  new hardware and software updates/new features within Elephant Operating System.
• Maintained asset tracking on IT assets inventory system for the organization, increasing efficiency in asset management.
• Assisted the head of IT to coordinate IT functions within Elephant healthcare and its customers.
• Developed  user support guidance  on  programs and software used in the company.

Bachelor of Business and Information Technology, St. Paul’s University.

Diploma in Business and Information Technology, St. Paul’s University.