stephenkyalo209

●​ Provided front-line IT support, resolving over 90% of user-reported issues through
walk-ins and ticketing system (ServiceNow).
●​ Installed and configured laptops, desktops, and network devices per IT policy.
●​ Assisted in maintaining IT asset records, tracking devices taken out or returned to
stock.
●​ Supported infrastructure tasks, including replacement of access points, printers, and
IT consumables.
●​ I participated in IT audits and monthly spot checks in collaboration with the IT
auditors from the Accor Africa Region.
●​ Helped onboard new users by setting up mobile phones and guiding initial
configuration.
●​ Troubleshoot Micros POS, Saflok, Sage, and Oracle Materials Control systems.
●​ Delivered basic IT training to staff, reducing minor support requests by 40%.
●​ Supported Alcatel PABX system maintenance and landline setup.
●​ Managed user accounts and access controls via Active Roles Server.

●​ Delivered lessons on ICT subjects including Operating Systems, Networking, and
Programming.
●​ Provided technical support in a computer lab setting, maintaining functional IT
infrastructure.
●​ Recorded and managed IT inventory; ensured accuracy of institutional records.
●​ Supported students with system use and taught cybersecurity best practices.