David Kombo

• Delivered first-line IT support to 200+ users with a 94% first-contact resolution rate for hardware, software, and network
issues.
• Managed 150+ support tickets, resolving issues quickly and escalating complex cases effectively.
• Installed, configured, and maintained computers, software, user accounts, and email systems.
• Supported network infrastructure, Wi-Fi, and 300+ devices while keeping everything secure and compliant.
• Handled system updates, backups, and preventive maintenance to keep operations running smoothly.
• Improved IT documentation and asset records by 35%.
• Trained 120+ users on software and best practices, cutting repeat requests by 22%.
• Collaborated with vendors and teams to boost IT efficiency, reliability, and security.

• Authored and implemented Weighbridge ICT strategy, improving workflow by 25%.
• Coordinated and ensured 100% availability of ICT infrastructure across four sites.
• Prepared, analysed and disseminated accurate daily, weekly and monthly reports to the project proponent promptly.
• Led technicians and system administrators in systems installation, overseeing of fault reporting and system monitoring.
• Provided reporting of KPI's and trends on team delivery in ad-hoc and regular reporting.
• Maintained a log of all system occurrences and built a knowledge base to fast-track issue resolution.
• Oversaw application deployments and patches from development to final rollout realizing a 100% success rate.

• Served as the central liaison for 4 sites, delivering exceptional support- Notable 20% enhancement in system reliability.
• Spearheaded the implementation of robust business continuity plans- Significant 25% reduction in downtime.
• Drove a remarkable 35% increase in revenue collection by implementing enhanced system access control measures,
safeguarding critical assets, and improving financial processes.
• Effectively authored and managed SLA's- Commendable 15% cost reduction, optimizing resource allocation.
• Successfully led audit teams for accreditation from documentation to the award of ISO/IEC 17020:2012 for inspection bodies.

• Provided exceptional user support -100% issue resolution rate, demonstrating a commitment to resolving technical lags.
• Achieved a remarkable 99% successful system recovery during backups, ensuring the availability of critical data assets.
• Implemented proactive preventive maintenance strategies- 20% reduction in hardware failures and optimizing system
reliability.
• Conducted comprehensive training sessions- Significant 30% improvement in user technical proficiency, empowered teams.
• Managed robust system backup protocols- Noteworthy 99% system stability and data retention and minimal disruptions.

• Successfully managed LAN and WAN infrastructure for multiple users, maintaining consistent uptime and seamless
connectivity.
• Executed timely software updates, bolstering system security and fortifying defences against emerging threats.
• Facilitated smooth software transitions, ensuring minimal disruption to daily operations and maximizing user productivity.
• Demonstrated meticulous attention to detail in handling domain and email registrations, managing exits and new users.
• Provided efficient remote support services, resolved issues within SLA's timeliness, and minimizing downtime for end-users.