samuel waweru

Technician at ICT

• United Arab Emirates
• February 2008 to November 2008

ImaniMarianists
· Determine users’ technical needs and provide them with appropriate solutions
· Install hardware, software and device drivers onstandalone computers.
· Install and configure computer networks including LAN andWAN.
· Manage network configurations to ensure that all computers on a networkcan
communicateeffectively.
· Test computers peripherals, hardware and software to ensure that they are working
appropriately.
· Install and configure monitors, keyboards andprinters.
· Troubleshoot hardware and softwareproblems.
· Act as a technical resource in order to assist users with resolving computer issues.
Page 4
· Answer tickets and emails pertaining to users’ computerproblems.
· Ensure that all computers are secured effectively by installing and updatingantivirus
software
· Set up and organize IPsappropriately
· Train users on newsoftware
· Analyze network problems and manage preventative maintenanceprocedures
· Explain the role of network applications and equipment to the end-users
· Maintain documentation of technical maintenance procedures carriedout

Senior Accounts Executive at Techno

• Albania
• December 2008 to March 2008

Provide stats for the weekly Service Desk report on call trends
· Publishing support documentation to assist staff with requests for information
& provide staff training ifrequired
· Basic Active Directory knowledge. Creating user accounts, reset passwords, create
groups etc.
· Blackberry account management andprovision
· To arrange for external technical support where problems cannot be resolved in house

IT Technical Specialist at Techno Brain Group

• April 2015 to

· Product presentation/demonstration for Microsoft Servers and Dynamics Navision
· Support with technical qualification
· Provide answers to (technical) questions in a Request for Information or a Request for
Proposal
· Build custom demo’s
· Provide first-line technical support for software evaluations and/or pilot projects
· Deliver Proof Of Concepts
· Support customer events
· Create the Implementation plan and monitor the approval process
· Prepare software order forms (providing feature codes and product information)
· Monitor accurate and correct delivery of software sold
· Build technical relationship with prospects or existing customers
· Provide any technical input needed for proposals
· Be able to position and present Information Builders product offerings
· Compare Information Builders product offering with product from other vendors from a
technical point of view
· Liaise with local, EMEA and corporate support teams to ensure accurate and timely
resolution of technical issues that may arise during the pre-sales process
April, 2012 - up
April, 2015

IT Helpdesk Support at Computech Limited (Outsourced at United Nations

• United Arab Emirates
• to

Supported and Lead in major projects like UNON AD
migration, UNESCO LAN upgrade from 3Com to Cisco, UNON managed Replica &
Desktop policy amongst other agencies like UNEP, UN-Habitat, UNICEF, UNFPA,
ICAO, UNIDO, ILO and others.
Roles
· Act as a point of contact for phone calls and emails from staff regarding IT issues and
queries
· Receiving, logging and managing calls from internal staff via telephone andemail

• to

Escalate unresolved calls to the infrastructure supportteam
· Log all calls in the Service Desk Call Loggingsystem (i-Need)
· Take ownership of user problems and follow up the status of problems on behalf of the user and
communicate progress in a timely manner
Page 3
· To maintain a high degree of customer service for all support queries and adhere to all
service managementprinciples