Overview

As an ICT Support Officer for the University of Embu from May 2025 to August 2025, I was hands-on in ensuring the continuous operation of mission-critical campus-wide infrastructure serving a massive user base.

Key Responsibilities & Achievements

• System Reliability: Maintained, monitored, and optimized ICT infrastructure that actively served over 10,000 students and staff. Through aggressive proactive maintenance and rapid troubleshooting procedures, I consistently maintained an exceptional 90.9% system uptime.
• Workflow Automation: Re-orchestrated the software deployment and hardware configuration workflows by automating large portions of the setup structure. This overhaul successfully reduced the total workstation setup time by 60% across more than 10 separate campus areas.
• Incident Resolution: Served as a highly efficient first responder to institutional crises. Resolved 50+ high-priority technical support tickets weekly with a turnaround time regularly under 2 hours, earning direct recognition from the head of the IT department for service excellence.

Impact

The improvements in automation and network troubleshooting fundamentally enhanced the operational stability of the entire campus ecosystem, providing both faculty and students with the reliable digital foundation required for higher education.