Resolution Insurance GroupInformation Technology Intern
May. 2016 - Nov. 2017Nairobi, KenyaAs an IT Intern at Resolution Insurance Group, I was responsible for providing technical assistance, system administration, and network device configuration to support the company's IT infrastructure. I acted as the primary point of contact for end-user support, ensuring prompt troubleshooting of software, hardware, and network issues. Additionally, I played a key role in installing and configuring network devices such as routers, switches, and VoIP phones, enhancing communication efficiency. My contributions included improving ticket handling procedures, leading to a 40% increase in adherence to Service Level Agreement (SLA) standards. I also gained hands-on experience with Active Directory (AD) management, Group Policy Objects (GPOs), and Office 365 administration. ๐๐๐ฒ ๐๐๐ก๐ข๐๐ฏ๐๐ฆ๐๐ง๐ญ๐ฌ
1. Increased SLA compliance by 40% through enhanced ticket handling and response time optimizations.
2. Configured and maintained network devices, improving connectivity and system stability across multiple locations.
3. Managed Active Directory, Group Policies, and Office 365 user administration, optimizing system security and user access control.
4. Provided hands-on IT support, reducing system downtime through efficient remote and in-person troubleshooting.