IT Help/Service Desk Technician ShortList

Samuel Kimani Munyua

The reliable help desk for all your needs.

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Lower Kabete, Nairobi
+254 701 008165
Skilled and knowledgeable IT Help Desk Technician has excellent installation and troubleshooting abilities and advanced knowledge of computer information technology. Proven ability to listen attentively, solve problems quickly and efficiently, and create high-quality professional relationships with clients.

General Information

  • Experienced and knowledgeable Information Technology professional seeking to contribute training and acquired skills within a Help Desk Support role.
  • Works well independently or in a group setting, providing all facets of computer help desk support such as troubleshooting, installation, and maintenance. In-depth knowledge and understanding of numerous software packages and operating systems. Skilled in providing customer and end-user help desk support. Easily identifies and resolves technical issues and concerns. Excellent communication and presentation capabilities.


2016 -2018
Vision Empowerment Training Institute, NairobiHigher Diploma In Information Technology

Kenya National Examination Council Exam

  • Module 1: Credit
  • Module 2: Credit
  • Module 3: Credit

2008 - 2011
Karia Boys High School, KeroguyaKenya Certificate of Secondary Education (KCSE)

Kenya Certificate of Secondary Education (KCSE)

  • Grade: C 

2000 - 2007
Samnel AcademyKenya Certificate of Primary Education (KCPE)

Kenya Certificate of Primary Education (KCPE)

  • Grade: 326 marks

Work Experience

1/2022 to Remote
Cloudfactory, KenyaIT Help Desk Technician
  • Provided services to customers.
  • Provided troubleshooting of desktop and laptop systems.
  • Utilized Remote Access when needed.
  • Completed remote virus removal and installation of Anti-Virus software.
  • Ensured customer time-frames were met by Help Desk Team.
  • Provided both first and second-line support for operating system issues.
  • Ensured all calls made to the Help Desk service were answered within established time frames.
  • Supervised both the on-site and off-site Help Desk team.
  • Implemented changes and monitored them to Help Desk services.
  • Interacted with customers and completed troubleshooting of issues.

2/2020 to 12/2021
Cloudfactory, KenyaData Annotator
  • Use advanced analytic tools to locate, label, tag and categorize various elements in large datasets.
  • Locate, label and categorize various elements in large text datasets.
  • Implement annotation procedures to achieve consistent annotation.
  • Report and document issues with annotation tools and processes.
  • Provide feedback for efficient labeling and to improve data quality.
  • Interact with data science and data engineering teams to design new features for more efficient labeling techniques.

04/2019 to 1/2020
Ipsos Synovate, KenyaResearch Assistant
  • Prepare source data for computer entry by compiling and sorting information.
  • Processes computer and account, source document by reviewing data for deficiencies.
  • Engaging conversation with clients while recommending the company products and services.
  • Perform other related duties as delegated by the department.
  • Secure information by completing data backups.

08/2018 to 02/2019
Computer Revolution Group of African, KenyaIT Support Internship
  • Installing and configuring computer hardware, network devices, operating systems and applications.
  • Planning and undertaking scheduled maintenance upgrades and software updates.
  • Investigating, diagnosing and solving issues related to software and hardware.
  • Training of users on proper use of ICT resources.
  • Repairing equipment and replacing parts.

Summary of Skills

IT diagnostics, Basic programming and coding, Understanding of remote access tools, Proficiency with company software and hardware, Troubleshooting ,Knowledge of ticketing systems, Verifying information, Coaching and instructing, Teamwork, Conflict resolution, Motivation , Positivity, Stress-management and Respect


Digital Skills (2019)

Cloudfactory Academy
Founding Sponsor The Safaricom Foundation, 2019

  • CF Academy  applauds your hard work and dedication to the pursuit of digital skills excellence.

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Work experience
Summary of skills


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