Microsoft Office 365
Francis Muthandi
Technology Consultant Internship
Auburn,United States
Summary
Detail-oriented customer support professional with over 5 years experience in providing comprehensive technical support to users and resolving complex technical issues.
Overview
6
6
years of professional experience
5
5
years of post-secondary education
Work History
System Engineer
MultiCare Health System
09.2022 - Current
- Problem Resolution: Resolves complex technical issues through effective problem-solving techniques and root cause analysis, ensuring long-term solutions and minimized recurrence.
- System Optimization: Spearheads rigorous testing protocols for new system deployments, identifying potential issues and implementing solutions that resulted in an 85% reduction in downtime.
- Risk and Issue Management: Proactively identifies potential risks and issues, engaging with customers, partners, and internal stakeholders (e.g., Project Managers) to address and resolve problems, ensuring project success.
- Cloud Adoption and Expansion: Identifies opportunities to accelerate the adoption of cloud technologies and Microsoft solutions, driving increased usage and satisfaction among customers.
- Customer Relationship Management: Fosters strong relationships with customers, partners, and stakeholders by understanding their needs, addressing drivers of satisfaction, and resolving root causes of dissatisfaction.
System Support Analyst
Seattle Childrens Research Institute
12.2018 - 09.2022
- Performance Enhancement: Optimized software and hardware systems, achieving a 15% improvement in overall system performance through regular maintenance and debugging.
- Automation Innovation: Designed and implemented custom automation tools, significantly improving efficiency in repetitive tasks and saving valuable time for technical staff.
- Network Infrastructure: Led initiatives to improve network infrastructure, designing scalable systems that supported future growth without compromising performance, resulting in a 25% reduction in data processing time.
- Problem Resolution: Resolved complex technical issues across enterprise environments, maintaining an average issue resolution time of 48 hours.
- Developer Collaboration: Collaborated closely with developers to identify root causes of application errors, leading to prompt issue resolution and enhanced system reliability.
Education
Bachelor of Science - Computer Science
JKUAT University
Kenya 05.2009 - 11.2012
Master of Science - Information Technology Administrative Management
Central Washington University
Ellensburg, WA 09.2023 -
Proffesional Graduate Certificate - Machine Learning
University of Washington
Seattle, WA 01.2021 - 09.2021
Proffesional Graduate Certificate - Cybersecurity
University of Washington
Seattle, WA 09.2019 - 06.2020
Skills
Excellent Communication and Collaboration
Adaptability and Flexibility
Hardware and Software Installation
Performance Testing and Optimization
Complaint Handling
HIPAA Compliant
Software
VMWare
Microsoft Windows Server
Salesforce
Cisco Systems
Wireshack
Timeline
Master of Science - Information Technology Administrative Management
Central Washington University
09.2023 -
System Engineer
MultiCare Health System
09.2022 - Current
Proffesional Graduate Certificate - Machine Learning
University of Washington
01.2021 - 09.2021
Proffesional Graduate Certificate - Cybersecurity
University of Washington
09.2019 - 06.2020
System Support Analyst
Seattle Childrens Research Institute
12.2018 - 09.2022
Bachelor of Science - Computer Science
JKUAT University
05.2009 - 11.2012
Similar Profiles
Anita HufhamAnita Hufham
Staff RN at MultiCare Health SystemStaff RN at MultiCare Health System
Ophelia Lucanne ValdezOphelia Lucanne Valdez
Clinical Expeditor at MultiCare Health SystemClinical Expeditor at MultiCare Health System
Prabhleen KaurPrabhleen Kaur
Volunteer at Multicare Health SystemVolunteer at Multicare Health System