2011/2013 Degree of Bachelor of Business Information Technology at Mount Kenya University. Second class honors Upper Division.

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1 HARRISON GICHARU MUHIA P.O.BOX 78 RUIRU. MOBILE: Marital Status: Married Current employer: Ltd (UNON Outsource SKILLS SNAPSHOT Microsoft Certified Systems Administration and Engineer. Computer Hardware and Software Configuration and Maintenance( DELL, HP,MAC) Excellent communications skills. Customer Relationship Management ACADEMIC QUALIFICATIONS 2011/2013 Degree of Bachelor of Business Information Technology at Mount Kenya University. Second class honors Upper Division. 2006/2009 National Diploma in Information Technology at Railway Training Institute. Credit pass. 2002/2005- Gathiru-Ini Secondary School. K.S.C.E Certificate 1992/2001- Kihuririo Primary School. K.C.P.E certificate INDUSTRY CERTIFICATIONS Micro soft certified solutions associate (MCSA) Microsoft certified IT Professional MCITP Microsoft certified technology specialist (MCTS) Planning and implementing windows servers 2008 Windows server 2008 application,configuration(70-643) Windows server 2008 active directory,configuration(70-640) Windows server 2008 network infrastructure, configuring(70-642) Windows 7 configuration (70-680) APS in Servicing Hp Desktop,Workstation and Notebooks OTHER COMPUTER SKILLS Operating Systems: Windows 2003 Server, Windows 2008 R2 Advanced Server Windows XP/Vista/windows 7/ windows 8 Applications:

2 Microsoft Office /2000/2003/2007/2010/2013 Symantec / McAfee Antivirus Enterprise Lotus Notes 8.5.2/ 8.5.3/ Ineed selfservice,ineed,umoja ERP,IMIS ERP Microsoft outlook,lync,vc,flexcube Lotus notes Traveler, Blackberry services. WORKING EXPERIENCE AND POSITIONS HELD Duration Company Designation Roles Dec 2014 to Date Limited (UNON Service Desk Team Leader Service Delivery Ensuring that the team delivers service as per the agreed SLA with the client and targets are met as per the contract. Managing the Service Desk, Desktop and Applications support in line with ITIL Team Management: - Managing the team of 21 technical support staff on the day to day operations while ensuring the team performs effectively. Supporting over 4000 users at The United Nations Offices at Nairobi (UNON) complex. Cost Management Working within the Service Delivery Budget to ensure the teams operating costs are kept at a minimum in line with the company s fiscal policy. Risk Management Managing team risks ensuring that they are mitigated where applicable and identifying new risks for the team Hardware Management - Providing advice to UNON ICTS Management on the recommended hardware and liaising with HP Kenya for the provision of HP products. Problem Resolution Involved in troubleshooting users problems raised with the ICTS ServiceDesk and resolving them within set Service Level Agreements with the various functions. Customer Relationship Management Maintaining a Customer Satisfaction index based on Quarterly Customer Survey. Proactively addressing issues raised by Customers. Operations Management Develop and implement the monthly service shift roaster and leave schedule. Take and monitor the number of escalations

3 for customer issues such as incidents and requests within SLA on daily basis. Conduct necessary trainings for Service Desk Analysts, Frontline and support engineer on quarterly basis. Populate and maintain the Knowledge Base Database (KB) at Service Desk level on monthly basis. Generating monthly and quarterly reports for both calls and Engineer performance. Responsible for Service Desk daily and monthly reports and records their performance. Monitoring call queues relating to the team by: Checking on calls logging i.e. correct prioritization, Description and categorization Making sure all s that hit Service Desk mailbox are actioned. Following up Issues raised by executive staff members up to closure Ensuring that escalated incidents are acted upon Making sure team meetings are conducted and issues raised during these meetings are closed. Aged calls management follow-up to ensure users have workarounds and updating them on the progress. Acting as an escalation point and managing various levels of events, incidents, routine operational activities and reporting on the status, addressing any customer issues that come up, keep the customers updated on the progress and follow up to closure. Conduct daily morning (start-of-day) and evening (end-of-day) team briefings. Appoint best engineer of the month. Motivating the team to ensure Team Cohesion. Organizing Monthly Team building activities. Jan 2012 to Nov 2014 Limited (UNON IT /ServiceDesk Support Engineer Provide daily IT support for over 2000 user on the UNON LAN / WAN and its agency. Installing and configuring MS-outlook, windowsxp,7,8, windows vista, Lotus Notes. Training user on the office 2013,lync,citrix

4 Oct 2010 to Dec 2011 Limited (DTB IT Support Engineer.,windows 8. Provide hardware support on Kyocera, Konica, and Hp printers. Successfully upgraded the ICAO ESAF from windows xp sp3 to windows 7 and office 2007 to office 2010 with minimum down time. Successfully configured and migrated the ICAO ESAF users from lotus notes to outlook 2010(icao int). Successfully migrated the ICAO ESAF domain from ICAOESAF to ICAORO. Encryption and decryption of the Hard disk and Resetting token for the MacAfee end point encryption. Installation and configuration of Gp dynamics, prepay, oracle10g, 11g. Provide daily IT support for over 650 user on the DTB LAN / WAN. Installing and configuring MS outlook, windows xp, windows 7, windows vista. Monitoring the network links on MPLS network for Safaricom, Internet solution and KDN for DTB Kenya, Uganda and Tanzania. Provide hardware and software support for DELL, HP and IBM desktops, workstation and laptops, Kyocera, Konica, Epson, Tally and Hp printers. Active Directory / Exchange Server Administration Creation of new user accounts in the bank as well as creation of their respective mailboxes in Exchange. Managing the user accounts by ensuring that the users have the stipulated access rights as per Group Policy. Liaising with Human Resource Division to delete user accounts for staff that have left the organization. Jan 2010 to Sept 2010 Limited (Airtel Systems Administrator Installation and configuration of Microsoft Office 2007 and 2003 Installation of Operating systems like Windows XP, Windows Vista and Windows 7 Provide first line of support and second line support. Provide remote assistance for regional offices and all Airtel shops Performing preventive and maintenance of servers and PC s Trouble shooting and repairing all hardware faults Translation of Zain system to Airtel system. Installation and configuration of IP phones Mounting and racking of servers Installation of operating systems on new laptops and PC s Deployment of new computers to users Installing and configuring of multipurpose printers

5 JAN 2007 to DEC 2009 First Computers Limited PM Desktop Support Engineer. PC s, Desktops, Laptops, Printer s Hardware and software maintenance, troubleshooting and repairs. Repair and Rectification of Computer equipment and faults. Installing and troubleshooting application software(operating systems, applications, utilities and antivirus programmes and virus definitions) Providing staff members with technical support of application software. LAN /WAN management. PROJECTS Successfully completed the ICAO ESAF users; migration project from Lotus notes to outlook with minimum down time. Successfully set up new bank branch DTB Diamond plaza AND DTB JKIA branch by workstation setup and programs installation, network connectivity and security configuration as well follow up and monitoring to minimize failures and delays.. Successfully deployed and supported Sybrin system (New Cheque truncation system) at DTB with minimum down time to the business. Participated in implementation of back end design changes on IBM Lotus Notes databases (an application). Successfully completed the UNFPA users; migration project from the UNFPA domain to the UNNAIROBI domain (Active Directory) ADDITIONAL SKILLS Pawaa Agent security software experience. Micrososft Exchange 2010,2007,2003 and Microsoft lync ITIL Based processes Ineed and ineed selfservice MacAfee endpoint encryption experience. REFEREES Professional referee: Dennis k Mbaabu International civil aviation organization Easter & southern Africa office Nairobi, Kenya Mobile Fax dmbaabu@icao.int United Nations Office at Nairobi (UNON) wangarilydiah@gmail.com Phone: Mobile Personal referee: Naomi Wanjiku Kariuki. Kenya Commercial Bank Lydiah Karingithi UNAIDS Information and Communications Technology Service P. O. Box , Nairobi nwanjiru@kcb.co.ke Mobile: