Kenneth Omondi Oduor
Customer Services Technician
Nairobi
Summary
Skilled ICT customer service technician with expertise in diagnosing and resolving technical issues efficiently. Extensive experience in troubleshooting hardware and software problems, combined with exceptional communication and client relations skills, ensures effective support and guidance for customers. Committed to delivering timely solutions while maintaining meticulous records to drive continuous improvement and proactive problem prevention. Results-oriented professional dedicated to enhancing customer satisfaction through expert technical assistance.
Overview
16
16
years of professional experience
6
6
Certifications
Work History
Customer Services Technician
International Livestock Research Institute
07.2016 - Current
- Delivered 1st and 2nd level support for 300+ users across multiple ILRI departments.
- Diagnosed and resolved technical incidents within SLA targets using ServiceNow.
- Deployed over 200 laptops and supported Windows 10 migration from legacy systems.
- Facilitated onboarding/offboarding processes including AD user management.
- Provided end-user support for Microsoft 365, Zoom, and hybrid meeting setups.
- Investigated and resolved accounting, service and delivery concerns.
- Onboarding and training new staff regarding company ICT operations, policies and services.
- Participated in organization-wide projects including Microsoft 365 rollout and CGIAR domain migration.
- Authored user guides and IT tips, improving user self-resolution rates.
- Trained 50+ staff on Microsoft Teams and Smartboard technologies.
- Collaborated with ICT teams to maintain hardware, switches, routers, and telephony systems.
IT Technician
Sight and Sound Computers Limited
07.2011 - 06.2015
- Managed Active Directory accounts and provided remote desktop support.
- Configured Microsoft Office applications and performed antivirus maintenance.
- Conducted on-site network installations, repairs, and cable setups.
- Trained users on data backup and recovery tools.
- Maintained system security through proactive updates and system monitoring.
- Configured systems according to prescribed software and hardware frameworks.
- Installed and configured operating systems and applications.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Configured hardware, devices, and software to set up work stations for employees.
- Researched and identified solutions to technical problems.
IT Intern/Employment
Cosmic Office Business Systems Limited
01.2010 - 06.2011
- Performing preventive maintenance services for computers in addition to installing and configuring applications and software.
- Installed and maintained desktop systems and software.
- Assisted with inventory management and network cabling installations.
- Supported rollout projects and documented IT maintenance procedures.
- Troubleshot internet access issues and user account permissions.
- Improved team collaboration by setting up and managing virtual meeting platforms and collaboration tools.
- Provided basic end-user troubleshooting and desktop support.
Education
Diploma - Information Technology
Technical University of Kenya
01.2016
Associate of Science - Computer Science
University of The People
04.2001 -
Skills
Technical Skills:
Windows and macOS administration
Network infrastructure management
Software implementation
IT hardware maintenance
Deployment Automation and IT Infrastructure Project Support
Knowledgeable in AI support applications
Soft Skills:
Analytical Troubleshooting and root cause analysis
Exceptional client communication and service delivery
Team leadership and training facilitation
Adaptive to shifting technology and business priorities
UX/UI Design Conversant in user experience and user interface principles
Systems Implementation Support
Cloud & Tools:
Microsoft Azure Fundamentals
Imaging and Deployment Tools
Ticketing and ITSM Platforms (ServiceNow)
Remote Desktop and Support tools
Certification
ITIL v4 Foundation Training (2025)
Accomplishments
- Microsoft 365 Rollout (2017): Supported ILRI-wide migration and onboarding.
- Windows 7 to Windows 10 Upgrade (2018): Oversaw upgrade of 200+ PCs from Windows 7.
- CGIAR Domain Migration (2018): Participated in migrating local ILRI domain to CGIAR global domain.
Timeline
Customer Services Technician
International Livestock Research Institute
07.2016 - Current
IT Technician
Sight and Sound Computers Limited
07.2011 - 06.2015
IT Intern/Employment
Cosmic Office Business Systems Limited
01.2010 - 06.2011
Associate of Science - Computer Science
University of The People
04.2001 -
Diploma - Information Technology
Technical University of Kenya