Oliver Tole

I am a hard working self driven individual and would be grateful for the opportunity to gain work experience at your organisation. I believe that my combined skillset in customer facing and IT roles make me an appropriate fit for this position.

I am adept in diagnosing and correcting computer systems, hardware and software issues. My experience includes the build, configuration, installation, support and upgrades of computer systems, migrations to new operating systems, and implementation of disaster recovery and backup/restoration processes. I have excellent customer service skills and a strong knowledge of computer applications, software, network systems and know how to match the right combination of the latest or existing technology with the project.

Beyond my experience, I take keen interest in professional development. I am currently an active member of the Computer Society of Kenya and successfully completed the CCNA1 course from Cisco Academy. I am currently pursuing my CCNA2.

2020 – Present

IT Technical Support, Essentials minimart - Nairobi Kenya

• Provide everyday technical support to office staff with service in regards to computer hardware and software. 

• Support and troubleshooting Windows 10 and 11 operating systems, Office 365, Anti-Virus products, DNS/DHCP, TCP/TP, Ethernet, VOIP, routers and wireless access points. 

• Set up secure Server configurations, Wi-Fi, LAN and VPN networks at remote locations ensuring seamless operations.

• Provide maintenance, support, repair and upgrade the IT infrastructure for operating issues involving 

• Integrating IT Infrastructure to effectively manage merchandise including buying, receiving, maintaining P.O.S and completing inventories.

• Report, process and document ICT related requests using our ticketing system, and escalate the issue to the proper level of support when unable to 

resolve the issue. 

• Provide good customer service and technical support. 

• Answer the Help Desk phone in a courteous and friendly manner. 

2015 – 2019

Systems Administrator, Missouri Southern State University - USA

Administrative

• Setup and configuration of Oracle Desktop Class and Server Class, SCCM Operating System Deployment and Active Directory.

• Responsible for creating, maintaining, and updating application packages and task sequences in SCCM 2012.

• Created new containers, modified existing accounts, and implemented Group Policies in Active Directory.

• Project Manager for numerous campus wide rollouts related to IT and Hardware infrastructure.

• Trained and supervised new and existing users on software/hardware updates and modifications.

Software & Hardware 

• Customized applications for software installations using scripts.

• Created customized software and asset inventory reports for use in planning campus wide software implementations.

• Created user and device collections, and advertisements for distributions. Tracked penetration and analysis of distributions to meet our requirements.

• Evaluated new software for compatibility with existing standards, managing application systems and inclusion with OS task sequences.

• Provided third level help desk support for problems relating to Active Directory.

2012 – 2014 

IT Technician, Missouri Southern State University - USA

• Provided faculty/staff, students, and community users with service regarding computer hardware which includes but not limited to desktops, laptops, monitors, printers, keyboards, mice and related equipment and peripherals.

• Support and troubleshooting Windows XP/Vista/7/8.1 and Windows 10, Office 2007-2016, Symantec Ghost, Anti-Virus products, DNS/DHCP, TCP/TP, Ethernet, VOIP, routers and wireless access points.

• Troubleshooting and resolving networking and infrastructure issues, installing switches inside rack mount units for network expansion.

• Monitor, support, and troubleshoot the IT infrastructure for operating issues involving failures and event correlation using various software and hardware monitoring tools.

• Organize and participate in campus wide rollouts of new hardware systems and/or operating systems.

• Perform sophisticated, major and/or minor remedial actions to correct problems such as repair or replacement of components, peripherals, entire systems, or the reinstallation of software for all types of the IT infrastructure as assigned.

• Broad knowledge in troubleshooting and assisting in multiple current technology areas, including client computer hardware, operating systems, end-user desktop software, remote management, and end-user device security management.

• Assist in demonstration and testing of new desktop computer hardware and software.

2010 – 2011

IT Help Desk - Internship, Missouri Southern State University - USA

• Effectively and efficiently handled IT requests by ensuring quick and responsible resolution of issues at the first call level whenever possible.

• Set up secure server configurations, Wi-Fi, LAN, and VPN networks at remote locations ensuring seamless operations.

• Document the customer's complaints using our ticketing system and escalating issues to the proper level of support when unable to resolve.

• Provided good customer service and technical support.

• Answered the Help Desk phone in a courteous and friendly manner.

• Handled walk-in questions.

• bachelor of science in business administration, Missouri Southern State university - 2015

• Member of the Computer Society of Kenya 2022
• CCNA Certificate, Cisco Academy - 2023
• Certification in Project Management, OHSC- 2022
• Certification in Human Resources Management, OHSC - 2022
• Certification in Customer Services, OHSC - 2022
• Certification in Supply Chain Management, OHSC - 2022
• Certification in Cyber Security, OHSC – 2022