mercy muchiri

IT Operations Support Specialist with 5+ years of experience in managing and troubleshooting a wide range of technologies. Skilled in diagnosing hardware and software issues, ensuring data backups, and managing user accounts. Proven track record of securing systems, managing IT budgets, and negotiating vendor contracts. Certified in Digital Marketing. Experienced in training end-users and collaborating with cross-functional teams to deliver successful IT projects.

•    Identifying IT Service incidents, logging them in and prioritizing them in the service desk platform.
•    Securing Systems: Maintaining security systems to prevent unauthorized access, viruses, and other security threats . This was done by installing anti-virus on machines, firewall ie sophos, implementing password policies
•    Managing Data Backups by ensuring that all data is backed up regularly and that data recovery procedures are in place in case of a disaster.
•    User Account Management: Managing user accounts, which includes adding and removing accounts, controlling entry privileges, and changing passwords.
•   Engage in dialogue with suppliers to make sure they are adhering to the terms of the contract, renew agreements as required, and bargain contract modifications as needed.
•    Providing colleagues who are off-site and outside of Kenya with remote assistance. This might entail using remote access software to resolve problems, set up systems, and offer other technological assistance.
•   Involved in setting up, supporting and guiding users in a seasonal promo in field force system (Macmobile).

Budgets

•   Taking into account emerging technologies: Prioritizing those that will have the biggest impact on the organization's success, weighing the costs and benefits of adopting new technologies, and presenting them to my immediate supervisor for approval.
•         Identifying all OpEx expenses related to the organization's IT procedures and systems. This covers ongoing expenditures in the organization, such as licensing fees, maintenance and support fees, hardware and software upgrades, and other costs, and making sure they are paid within the allotted time frame.       
•    Training and assistance with new software and technology platforms. Assisting users in understanding the operation of new systems and providing instructions on how to use them.  Microsoft Office 365,Helpdesk service system for example

Projects

•    Involved in different projects across the organization, example Mzawadi project, a collaboration between the marketing team and IT. A project that would allow our customers to redeem points for the various purchases of products made from us.

Karatina University

Bachelor: Bsc Information Technology|August 2013 - December 2017