Belinda Kinyany

• Delivered Tier 2 and Tier 3 support for problem identification, diagnosis and issue resolution.
• Attended meetings to deliver status reports to key stakeholders.
• Spearheaded inventory control measures to replenish and maintain IT equipment.
• Performed software installations and upgrades to Windows operating systems.
• Resolved issues and escalated problems with knowledgeable support and quality service.
• Collaborated with IT teams to integrate security measures into the development and deployment of new applications.
• Contributed to increased overall system stability through meticulous patch management processes
• Delivered onsite and remote technical support for 75 employees.

IT Department Team Member oversees Tier 2 IT support for HJF employees throughout the US and other Countries

• Administers user accounts on IT systems (Active Directory, G-Suite, DHCP, DNS, Print and File shares)
• Manages desktop support tickets-enforcing Service Level Agreements compliance
• Handles technical support for Macs and Windows PCs within an enterprise environment
• Works closely with Technology vendors- equipment repair or troubleshooting
• Designs technical-related documentation and training modules for HJF Employees
• Maintains inventory and purchasing for hardware and software supplies as needed
• Project collaboration with IT Staff on various projects and managing conference room Audio/Video/Telephone systems, Imaging Apple Macs and Windows PCs, and Network connectivity.
• Created help desk tickets, troubleshot and resolved desktop issues.
• Delivered onsite technical support for 500 employees.
• Resolved escalated issues by serving as subject matter expert on wide-ranging issues.

• Technical Support Team Member-leading Tier-2 Teams towards improving Service Delivery for students
• Monitored quality assurance and compliance with Organizational policies and procedures
• Handled oversight for IT security and confidentiality (student financial aid, credit card) pertaining to use of Personally Identifiable Information (PII) and FERPA.

• Technical Support- advisement on Information Services policies and procedures, resolved incidents/inquiries as Subject Matter Expert (SME)
• Tracked incident reports and completed resolution plan as needed
• Submitted escalated incidents to Information Services Support Staff for follow-up and action
• Issued incident status updates to Customers as well as technical support for utilizing IS equipment, resources, and facilities (computers, audio/visual equipment, software, systems).
• Delivered onsite technical support for 5000 students and 800 staff.

• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Responded to customer requests for products, services, and company information.
• Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
• Developed strong product knowledge to provide informed recommendations based on individual customer needs.

• Enhanced customer satisfaction by promptly addressing and resolving technical issues.
• Streamlined helpdesk processes for increased efficiency and improved response times.
• Created help desk tickets, troubleshot and resolved desktop issues.
• Delivered onsite technical support for 5000 students and 800 staff.

• Addressed user customer service concerns and decided when to escalate problems to specialist team members.
• Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.
• Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
• Attended weekly team meetings to enhance product and service knowledge and gain insight into beneficial issue resolution strategies.
• Provided exceptional IT support for staff members, resulting in increased productivity.
• Provided Tier 1 IT support to non-technical internal users through desk side support services.

• Managed and mentored a team of IT professionals, fostering growth in skills and knowledge.
• Installed, configured, tested and maintained operating systems, application software, and system management tools.
• Developed comprehensive training programs for new hires, ensuring a smooth onboarding experience into the IT department.
• Collaborated with cross-functional teams on technology integration projects, enhancing organizational effectiveness.
• Reduced downtime and increased productivity by providing timely technical support to staff members.
• Streamlined IT processes through the development of comprehensive documentation and procedural guidelines.
• Served as a liaison between IT department and executive leadership team, effectively communicating project updates and strategic initiatives.
• Liaised with other departments to minimize network interruptions and possible downtimes.