Kelvin Kigotho

PROFESSIONAL SKILLS AND/OR EXPERTISE

• Providing help-desk support and resolve problems to the end user’s satisfaction as escalate problem (when required) to the appropriately experienced technician.
• Monitoring and responding quickly and effectively to requests received through the IT help-desk.
• Monitoring Service Desk for tickets assigned to the queue and process first-in first-out based on priority. Modify configurations, utilities, software default settings, etc. for the local workstation.
• Utilizing and maintaining the helpdesk tracking software.
• Documenting all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.
• Recording, tracking, and documenting the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
• Assisting with setting up new users accounts and profiles and dealing with password problems.
• Ensuring each workstation has a computer, monitor, keyboard, mouse, hard drive, and any additional specialized equipment.
• Installing of anti-virus software.
• Applying diagnostic utilities to aid in troubleshooting.
• Testing fixes to ensure problem has been adequately resolved.
• Performing post-resolution follow-ups to help requests.
• Evaluating documented resolutions and analyze trends for ways to prevent future problems.
• Developing help sheets and frequently asked questions lists for end users.
• Performing hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
• Installing, testing and configuring new workstations, peripheral equipment and software.
• Maintaining inventory of all equipment, software and software licenses.
• Managing PC setup and deployment for new employees using standard hardware, images and software. Assign users and computers to proper groups in Active Directory.
• Providing updates, status, and completion information to management.
• Accessing software updates, drivers, knowledge bases and frequently asked questions resources on the Internet to aid in problem resolution.
• Performing timely software upgrades as required.

Conducting electrical safety checks on computer equipment

Information Communication & Technology management.