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Technical Support Information Technology

Houston, Texas, United States
April 21, 2017

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***** ****** ***** **

Houston TX *7082

Cell: 713 *** ****


Information Technology specialist with broad knowledge and skills spanning from Customer support, management of information systems to software development including application support.

Providing technical support on network, process control and instrumentation equipment.

Strong analytical and problem-solving skills as well as data gathering.

Team player with good communication skills as well as a self starter with proven ability to work independently

Eager and always willing to learn new technologies and innovations.


Victory University – Business Administration Degree (BSc) 90 hours

NDC Infrared Engineering – OPC Server Gauge tools XL, Script Files, Software upgrades HMI and Gauge, HMI Functions review and update, Web server for gauge HMI and other peripherals, Profinet,Modbus, TCP, Ethernet IP, Profibus, Gauge and network overview, Gauge tools XL overview.

JJ People - Java software methodologies and web methodologies; Agile, Ajax, Servlets, Eclipse, Swing, Hibernate, CSS, MySQL, HTML, XML, JavaScript, J Unit, Ant, Java Fundamentals, Cruise Control, Spring, EJB, J2EE, XHTML,Linux.

Institute for the Management of Information Systems – Associates in Management of Information Systems

Professional Experience

Real EC Technologies Houston, TX June 2015 – February 2017

Application Support Analyst

Experience with Active Directory where I managed user account passwords and user access

Experience with powershell scripting

Experience with Supporting the Closing Insight portal, Settlement Agents registrations and settlement agents collaboration with the lenders on closing loans hence conforming with the TRID laws.

Experience with Resolve IT ticketing system used in creating and tracking customer issues through final resolution.

Experience with TFS

Experience with SQL in executing queries against the database, retrieving data from the database, inserting, updating and deleting records from the database, created new tables, stored procedures and views in the database, set permissions on tables, stored procedures and views

Experience working with Chase, WellsFargo, Bank of America, USAA, TD Bank, Union Bank, Flag Star, Stearns Lending

Responding to customer product inquiries via telephone and email

Resolving customer concerns raised during installation, operation, maintenance, or product application or compatibility issues.

US Computers (Chevron) Houston, TX December 2013 – November 2014

Application Support Analyst

Participated in successfully set up a new Petrotech Department within the ETC business unit.

Supported Up Stream E&P as well as D&C PetroTechnical applications in the Oil and gas industry for example; Petrel, Peloton, Gocad, Epos, Wellview, DCKA, ARCGIS, Landmark .

Provided remote technical support to corporate, offshore as well as overseas PetroTechnical application users via phone and email.

Handled Wellview access management, licence management and application support via active directory.

Liaised with the server team to resolve application server glitches in both windows servers and Unix blades.

Monitored several application servers and remotely rebooted them in case of any issues using Unix commands.

Experience with scripting

Supported windows OS and Unix OS users with technical issues as pertaining access to Petrotechnical applications.

Supported Microsoft office suite excel, outlook, access and word.

Assisted users with setting up meetings and presentations.

Experience with remedy ticketing system creating tickets and escalating them to the appropriate departments within the organization.

Internet America Houston, TX August 2011 – April 2012

Technical Support Analyst

Troubleshooting and resolving customer internet connection issues on windows and Mac.

Handling billing issues.

Ensuring proper customer service etiquette is adhered to.

Troubleshooting and resolving customer email issues on Windows OS, Apple OS and Linux OS.

Steam Plant Ltd Nairobi, KE August 2009 – March 2011

Field Service Technician

Field Service, Support and Sales Engineering

Technical Software Support for Process control and Instrumentation equipment in various Industries.

Commissioning four series 710e gauges .

Installing NVL software in series 710 gauge.

Commissioning series 710 Infra lab.

JJ People (Software Development) Nairobi, KE September 2008 -July 2009

Software Developer

Undergoing intense software development training specifically Java related methodologies and web based methodologies.

Experience working with Websphere, tomcat and java.

Siemens (Turbo Machinery), Houston Texas – June 2006- July 2007

Technical Support Specialist Intern


Eco Project – Engine Turbine Project

Supporting the mechanical assembly and electrical assembly departments

Managing Honeywell automation software installation

Software integration testing

Functionality testing

Cacimba Project- Engine Turbine Project

Supporting the mechanical assembly and electrical assembly departments

Managing Honeywell automation software installation

Software integration testing

Functionality testing

Hewlett Packard (Business Servers), Houston Texas – 2004-2005

Technical Support Specialist

Assembly of Proliant and Integrity server systems

Server hardware quality testing

Software installation support

Texas Instruments (Chip manufacturing Plant), Houston Texas – 2003-2004

Technical Support Specialist

Monitoring chip processing equipment

Software troubleshooting

Chip quality control.

Convergys Corporation (Technical support call centre), Houston Texas – 2002-2003

Technical Support Representative

Providing DSL tech support

DSL Customer self installation support.

DSL troubleshooting.

Areas of Interest

Information technology projects.


Licentiate Member of the Institute for the Management of Information Systems

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