Professional Summary
Administrative and ICT support professional with 6+ years of progressive, continuous experience (June 2019 -Present) spanning hospitality, manufacturing, education, and government sectors. Proven track record in customer service, clerical operations, data entry and analysis, and technical/ICT support including record management, help-desk troubleshooting, CRM and call handling, and administrative reporting. in Cybersecurity, Data Analysis (SPSS), and IT Support. Seeking an ICT Assistant, Administrative Officer, Data Clerk, or Customer Support role where accuracy, technical reliability, and client service consistently drive results.
Core Competencies
Administrative & Clerical SupportCustomer Service & Client Relations
Data Entry & Records ManagementIT/Technical Support & Troubleshooting
Data Analysis & Reporting (Excel, SPSS)Call Centre Operations & CRM
Office AdministrationDatabase Management (SQL)
Cybersecurity FundamentalsBookkeeping & Financial Reporting
Cloud Computing & Digital FilingTeam Supervision & Training
Technical Skills
MS Office 365 / Google WorkspaceExcel (Pivot Tables, VLOOKUP)
SPSS Statistical AnalysisSQL Fundamentals
ERP System IntegrationHardware/Software Troubleshooting
Help-Desk SupportCybersecurity & Antivirus Management
CRM Record-KeepingGoogle Drive / OneDrive / AWS
QuickBooks / Google SheetsOpera / Fidelio / Cloudbeds / Micros
AI-Assisted Tools (Claude, Gemini)
Professional Experience
ICT Officer (Intern)
Ministry of Education, State Department of Basic Education - Kilifi County, Kenya- Deliver front-line customer service and administrative support to teachers, students, and walk-in clients at the Sub-County ICT office, resolving inquiries on KEMIS and Ministry of Education platforms.
- Respond to and resolve correspondence and complaints from KNEC, Ministry officials, and members of the public via email and in person.
- Maintain accurate, up-to-date digital inventory records for all ICT equipment using structured spreadsheet tracking, ensuring full asset accountability.
- Perform scheduled preventive maintenance on ICT equipment, reducing unplanned downtime across the programme.
- Deliver hands-on ICT training to 20+ educators, building digital literacy and lesson-delivery capacity.
- Install, configure, and update educational software and enforce data security protocols including antivirus updates and system backups.
ICT & Administrative Operations Officer
Lambada Holiday Resort - Mombasa, Kenya- Provided combined ICT support and administrative coordination across front office, housekeeping, and F&B departments.
- Maintained administrative records, staff schedules, and operational reports, ensuring accuracy and timely submission to management.
- Delivered first-line technical support for property systems, resolving hardware and software issues to minimize service disruption.
- Monitored KPIs and compiled performance and compliance reports for management review.
ICT Officer - Data Entry & Analysis
Pwani Oils - Mombasa, Kenya- Entered, validated, and maintained high-volume production and administrative data with a focus on accuracy and integrity.
- Compiled and analyzed operational data using Excel to identify trends and support management reporting.
- Provided technical/IT support to staff, troubleshooting hardware and software issues to maintain productivity.
- Maintained digital filing and records management systems for administrative documentation.
ICT Remote Support Assistant
Nesbony College - Mombasa, Kenya- Delivered remote technical support for administrative and front-desk systems, diagnosing and resolving software and hardware issues.
- Reduced system downtime through proactive monitoring and scheduled maintenance.
- Strengthened institutional cybersecurity posture by implementing updated protocols and staff awareness sessions.
ICT & Quality Assurance Analyst
Mzuri Sweets Ltd - Mombasa, Kenya- Automated digital quality assurance reporting, eliminating manual paperwork and cutting report generation time by an estimated 60%.
- Integrated QA tracking with the company ERP system, creating a unified administrative data pipeline for production and quality control.
- Applied SPSS and Excel for statistical analysis of production data, identifying trends and recommending corrective actions.
- Delivered structured ICT training sessions for R&D and QA staff, building internal digital competency.
Data Entry Clerk
Baraka Hotel - Mombasa, Kenya- Entered and validated daily sales, stock, and administrative data with a high degree of accuracy.
- Maintained organized digital and physical filing systems for financial and operational records.
- Cross-checked records against source documents to identify and resolve discrepancies before reporting deadlines.
- Supported management with structured data compilation for weekly and monthly reporting.
Customer Service & Operations Supervisor
Lambada Holiday Resort - Mombasa, Kenya- Delivered high-standard customer service across front desk, dining, and guest-facing touchpoints.
- Supervised daily operations across front desk, housekeeping, and F&B, coordinating staff to ensure smooth service delivery.
- Allocated shift rosters for 15+ staff members, optimizing coverage during peak periods.
- Monitored service KPIs and conducted performance reviews, recommending improvements.
Customer Service Representative & Call Attendant
Horizon Contact Centre - Mombasa, Kenya- Handled high volumes of inbound and outbound calls, resolving customer inquiries on first contact.
- Maintained detailed CRM records and call logs, ensuring accurate documentation for follow-up.
- Promoted company products and services, consistently meeting daily contact targets.
Customer Service Representative & Bookkeeper
Baraka Hotel - Mombasa, Kenya- Delivered professional customer service, resolving guest inquiries and complaints to maintain satisfaction.
- Managed daily bookkeeping, cash handling, and end-of-day financial reconciliation with zero discrepancies.
- Maintained expense records, purchase orders, and supplier invoices using spreadsheets.
- Generated periodic financial summary reports to support management decision-making.
Customer Service Support
Mtwapa Country Resort - Mombasa, Kenya- Delivered personalized customer service including guest inquiries, bookings, and activity coordination.
- Resolved customer complaints professionally, maintaining high satisfaction standards.
- Coordinated cross-departmental requests to ensure smooth guest service delivery.
- Maintained accurate guest records and administrative documentation.
Education & Certifications
Diploma in Information Communication TechnologyAhmed Shahame Mwidani Technical and Vocational College
Diploma in Hospitality Management-Training CourseNesbony College
Kenya Certificate of Secondary Education (KCSE)St Augustine's Mirogi Boys High School
Certification in Computer PackagesNesbony Teachers Training College
CybersecurityIT Support
Data Analysis using SPSSEmail Marketing
Data Entry & Records ManagementTelephone Etiquette & Customer Service
AI Prompting & ApplicationsHedera Certified Foundation
Key Achievements
- Digitized the quality assurance reporting system at Mzuri Sweets Ltd, eliminating paper-based workflows and improving reporting accuracy and speed.
- Integrated QA data modules with an ERP system at Mzuri Sweets, creating a seamless production-to-quality data pipeline used across departments.
- Delivered ICT integration training to 20+ Ministry of Education teachers, directly improving digital content delivery across government schools.
- Improved financial accuracy at Baraka Hotel through structured bookkeeping, daily reconciliation, and disciplined cost reporting.
- Reduced system downtime at Nesbony College through proactive remote IT support and cybersecurity improvements.