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Work Background
Elizabeth Glaser Pediatric AIDS FoundationInformation Technology Support Analyst
Oct. 2024 - Mar. 2025Nairobi County, KenyaAs an IT Support Analyst supporting 10 countries in Africa, I ensure seamless operations through efficient technical support and infrastructure management. Key responsibilities include providing Tier 1 and Tier 2 support for hardware, software, and network issues, leveraging remote tools to resolve technical challenges effectively. I manage user accounts, permissions, and security protocols, ensuring reliable collaboration and communication across regions. Infrastructure management involves monitoring network connectivity, maintaining systems, and collaborating with ISPs to address connectivity issues. I enforce IT policies and compliance standards, safeguarding data security through encryption, backups, and regular system audits. Proactively, I manage software updates, patches, and upgrades, ensuring system reliability and security. I track and manage IT assets, facilitating procurement and replacements as necessary. My role also includes training end-users on technology and best practices, maintaining detailed documentation for troubleshooting and system configurations. Through strong collaboration with local teams, I address region-specific IT needs, support local projects, and provide hands-on assistance during field visits. I align with ITIL processes to manage incidents and changes, producing reports on performance metrics and trends. Additionally, I support IT project implementations, such as system rollouts and migrations, ensuring successful deployment tailored to local contexts. This multifaceted role demands technical expertise, communication skills, and an understanding of Africa's unique operational environments, driving IT excellence across diverse and dynamic regions.
SeePU SolutionsWebsite Development | Content Management & | Automation
May. 2020Nairobi County, KenyaWordPress & BuddyPress: Developed AFRICII.org community hub with custom BuddyPress integrations (user roles, topic tags, gamification badges, leaderboards). REST API & Python: Automated the support-ticket → knowledge-base pipeline using a Python script + OpenAI GPT-4 API; published draft articles to WordPress via REST, cutting content-creation time by 60%. HTML/CSS & Pixel Integration: Installed and debugged Facebook & Instagram pixels on WordPress/SharePoint donation pages, improving ad attribution accuracy and user experience. Generative-AI Content Creation
ChatGPT (GPT-4), Jasper.ai & Notion AI: Built standardized prompt templates for GlobalThrive.africa and VanceRealtors.co.ke to generate website copy, email drip series and social posts—reduced draft time by 70%. Sora, Flexclip, DALL·E 2 & Midjourney: Produced on-brand graphics for campaign launches and social teasers, enabling 24-hour turnaround on visuals. Social Media & Community Growth
Meta Ads Management: Managed $5K–7K/mo Facebook & Instagram campaigns for Pedaids.org and AFRICII.org; A/B tested creatives and audiences to lower CPL by 40% and boost conversions by 50%. Referral Ambassador Programs: Recruited 12 volunteer champions with custom invite links and “Founding Member” badges, driving 45% of initial sign-ups. “Love & Give” Campaigns: Executed week-long UGC challenges with digital badges, generating 150 new discussion threads and 70% member-generated resources. Data & Conversion Optimization
Mixpanel & Google Analytics: Mapped Africii.org funnel, identified a 40% “Account → First Post” drop-off, added a starter-prompt modal—first-post rate climbed from 28% to 62%. Google Optimize & Optimizely: Tested long vs. short donation forms (+18% form CR) and homepage headlines (+18% CTA clicks). Power BI Dashboarding: Consolidated Mixpanel and GA data into interactive weekly dashboards, informing content calendars and ad-spend reallocation.
Elizabeth Glaser Pediatric AIDS FoundationSenior Information Technology Specialist
Apr. 2020 - Sep. 2024Nairobi, KenyaSpearheaded SharePoint administration and automation projects, enhancing efficiency and user experience across Kenya, Lesotho, Nigeria, and Zimbabwe.
Managed IT support for 500+ users, resolving network, hardware, and software challenges while ensuring seamless updates.
Developed and enforced IT policies and procedures, safeguarding data security and system integrity.
Led training programs, empowering IT staff through knowledge-sharing and skills development.
Oversaw IT operations, budget management, and vendor collaboration to ensure cost-effective and reliable infrastructure.
Delivered exceptional customer support and maintained documentation for streamlined processes.
Captured high-level photography and documentation for key donor activities in Kenya and Nigeria.
Elizabeth Glaser Pediatric AIDS FoundationIT Officer
May. 2016 - Apr. 2020Nairobi County, Kenya
International NGO Safety OrganisationIT Officer
Jun. 2015 - Apr. 2016Nairobi - Kenya
OxfamDMA - Data Manger Assistant
Dec. 2012 - May. 2013Lodwar - Turkana Kenya
MerlinIT Assistant
Jan. 2012 - Dec. 2012Kenya
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