Millicent Odhiambo

Service-oriented, hands-on service desk analyst with excellent communication and leadership skills, Over three years strong track record of responsive and respectful service, cost-conscious service-level maintenance, and empowering IT team. Proven ability to understand an organization's critical support requirements, identify deficiencies and opportunities, and develop innovative solutions for increasing IT reliability.

Service Desk Analyst
Britam Insurance – (Nov 2020 – Present)
 Entering service tickets into incident tracking system to facilitate faster problem identification and resolution.
 Act as a single point of contact between IT and the business unit for all incidents, service requests, and communication.
 Setting up accounts of new users in different systems.  Installing and configuring computer hardware, software, systems, networks, printers and scanners
 Maintaining an asset register that includes customer information, hardware and software assigned to users to accurately document IT resources  Keeping track of all issues handled by entire IT 1st Line Support Team through to resolution within agreed time limits.
 Engaging in user support interactions via telephone, chat and email platforms to provide best solutions to their problems
 Diagnosing, resolving and monitoring user system functionality issues to enable completion of desired operations.
 Identifying system hardware and software, network infrastructure and connectivity issues that prevent execution of user-initiated tasks on insurance application. Windows and Office 365.
 Following up with clients to verify optimal customer satisfaction following support engagement and problem resolution.  Acting as a first technical contact for the IT Service Delivery Analysts for any guidance and training required by them on how to handle IT tickets.  Assisting the IT Service Delivery Analysts in handling complex incidents and appropriately escalated through the appropriate escalation channels in line with department- to ensure customer demands are met within the defined SLAs and Operational Level Agreements (OLAs)

Network Engineer
Ministry of ICT (MOICT) – (July 2019 - July 2020)
 Initiated and managed network test facilities to verify network hardness and resilience.
 Provided network support services and troubleshooting for devices such as hubs, bridges, routers and resolved various WAN/LAN connectivity issues.
 Troubleshooted and Configuration of network devices like servers, routers and firewall to ensure DDOS attacks are curbed and network uptime is maintained
 Assisted with updating of NASCOP website at ICT Authority to ensure information and security on the website was up to date.
 Involved with providing network support for the Universal Health Coverage (UHC) Project by the Ministry of Health in four different counties
 Assisted with the preparation of Bill of Quantities for the purchase of networking devices.
ICT Technical Support
SimplifyIT Limited – (April 2018 – June 2019)
 Organized, streamlined, coordinated the preventive maintainance by liasing with the engineers to ensure maintainance was carried out within the schedule as per procedure and with minimal interruption to the staff.
 Developing and implementing communication of the activities needed.
 Patched software and installed new versions to eliminate security problems and protect data while carrying out file backups.
 Built and maintained internal knowledge bases for support products to expand available feedback and performance data.
 Assisted in providing user support remotely for users using the ticketing platform, email and calls  Monitoring and maintaining computer systems, and networks.  Timely respond to service issues and requests, providing technical support across the society.
 Managed the helpdesk by collaborating with customers to resolve their printing, email, installation and configuration problems within the defined SLA timelines.
 Managed, configured, deployed and provided technical support for Yealink phones, Microsoft Azure, Microsoft Dynamics, Microsoft Office 365, Microsoft Server 2012 and Active Directory

EDUCATION 

United States International University Africa (USIU-AFRICA), Bachelor of Science Applied Computer Technology (Sep 2018) 

Dienya Mixed High School Kenya Certificate for Secondary Education (KCSE) – (Dec 2014)

Cisco Networking Academy Cisco Certified Networking Associate (CCNA) - (May 2020) Huawei Huawei Certified ICT Associate (HCIA) – (Nov 2019) ITIL Certification