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About Nikola Nganga:

I am a Kenya based software engineer with a Bachelors Degree in Computer Science.

I believe that the combination of my experience in the industry, field expertise, and developed skills set makes me an ideal candidate for any ideal job. Moreover, I am confident that it would be a great opportunity for me to further grow my career.

Having worked as a Helpdesk Technician in various organizations such as ILRI Kenya for over one year, I am fully adept at executing any tasks associated with customer care and support. There, I was given the responsibility for handling chats, emails, inbound or outbound telephonic contacts, handling customer inquiries with the highest degree of courtesy and professionalism, providing fast, and effective communication via web-based program(s) offering alternative solutions where appropriate, cross-selling and up-selling, working in one or multiple skill sets over various customer contact channels, promoted new products and services, and worked on the development and implementation of new processes to decrease unnecessary expenses. 

Throughout the years, I have proved numerous times that I am a great team player with excellent analytical skills and the ability to function well in fast paced environments. 
 

Experience

IT Intern | DATA SPOT TECHNOLOGIES 
09/05/17 – 19/07/17 
•    Software & Hardware Installations 
•    Machine Maintenance 
•    Data analysis 
•    IT related Customer services

IT Help Desk Technician| ILRI KENYA (Nairobi Campus) 
22/05/2019 – 23/09/2020 
•    Helpdesk Customer support (Call Center) 
•    ERP (Service Now) management 
•    MS Office 365/Exchange 
•    Network Configuration and maintenance 
•    IT related Customer services 
•    Server maintenance and configuration 
•    Machine inventory and upgrade 
•    Windows and Mac – OS installation, configuration and maintenance 
•    Software installation and upgrade 
•    Setting up of teleconferences via WebEx 

NOC Engineer| ADRIAN KENYA (Safaricom) 
10/03/2021 – CURRENT
•    Deploying and inspecting IT network systems. 
•    Overseeing the safe installation of hardware and cabling systems. 
•    Monitoring the performance and capacity of computer systems. 
•    Performing regular checks on network hardware and software. 
•    Responding to network alerts and hardware malfunctions. 
•    Diagnosing and troubleshooting network errors. 
•    Tracking and documenting network issues and compiling incident reports. 
•    Responding to user requests and providing network training. 
•    Managing system backups and network security protocols.

Education

ICDL | COMPUTER PRIDE 
2016 JAN – 2016 MARCH 

UNIVERSITY | EMBU UNIVERSITY 
2016 – 2020 
Acquired Second Upper Division Degree in Bachelor of Science in Computer
Science. 

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