Fatma Noordinne

Service Desk Lead at ICT Africa Consulting Services Ltd
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Contact Information
us****@****om
(386) 825-5501
Location
Nairobi County, Kenya, KE
Skills

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Credentials

  • ITIL Foundation Level
    AXELOS Global Best Practice
    Jul, 2015
    - Nov, 2024
  • Cisco Certified Network Associate
    Cisco

Experience

  • ICT Africa Consulting Services Ltd
    • Kenya
    • IT Services and IT Consulting
    • 1 - 100 Employee
    • Service Desk Lead
      • Oct 2020 - Present

  • Penda Health
    • Kenya
    • Health, Wellness & Fitness
    • 100 - 200 Employee
    • Application Support Analyst
      • Jan 2020 - Apr 2020

      . Providing Tier 2 technical support on system requests and carrying out escalations to product specialists. . Updating and maintaining system documentations, user requests and system changes. . Training users on new systems/software and any new features/changes on existing systems. . Planning and executing IT Projects. . Discovering needs for support and training and finding ways to increase system utilization. . Providing Tier 2 technical support on system requests and carrying out escalations to product specialists. . Updating and maintaining system documentations, user requests and system changes. . Training users on new systems/software and any new features/changes on existing systems. . Planning and executing IT Projects. . Discovering needs for support and training and finding ways to increase system utilization.

  • GEMS American Academy, Qatar
    • Qatar
    • Learning Support Assistant
      • Nov 2017 - Dec 2019

      . Provide support for the pupil with a statement of special educational needs. . Planning and preparing technical learning resources. . Provide support for the pupil with a statement of special educational needs. . Planning and preparing technical learning resources.

  • Pan Africa Life Assurance Company
    • Insurance
    • 100 - 200 Employee
    • Systems SupportAnalyst
      • Jan 2012 - Apr 2016

      . Provided technical support (Tier-1 and Tier-2) to 100+ staff in areas such as desktop, Helpdesk, applications and IT projects. . Logging and tracking all service requests, incidents, problems using the Helpdesk system. . Performed Root Cause Analysis of technical problems, problem resolution, follow-up and escalated complex problems to Subject Matter Expertise. . Developed written technical documentation on IT policies and procedures, system implementation and user manuals. . Assessing business needs and translation into technical requirements, test solutions, assist with deployment, user training, system upgrades and configurations. . Worked closely with departments for collaborating IT projects. . Collaborated with third-party vendors to resolve system bugs/errors and to complete service requests. . Prepared regular system progress reports for management and staff. Show less

Education

  • Strathmore University
    2007 - 2011
  • Computer Pride Limited
    ITIL, IT Service Management
    2015 - 2015
  • Computer Pride
    Project Management Professional
    2015 -
  • Computer Pride
    Cisco Certified Network Associate
    2014 -
  • Computer Pride
    Information Technology Infrastructure Library
    2014 -
  • IAT
    ICDL
    2007 -
  • Strathmore University
    Bachelor of Business Information Technology, IT

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