sheila wambui · Intern – Global Recruitment & Operations

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sheila wambui · Intern – Global Recruitment & Operations · web2ua

About

I am a dedicated ICT professional with a Bachelor of Technology in Communication and Computer Networks from the Technical University of Kenya, with experience spanning IT support, network engineering, cybersecurity, virtual assistance, customer service, and remote operations. My career has equipped me with practical skills in troubleshooting hardware, software, and network issues, configuring routers and firewalls, supporting secure network infrastructure, managing user accounts, and providing technical assistance to users. During my experience as a Network Implementation and Support Engineer at Konvergenz Network Solutions, I conducted infrastructure health checks, supported network deployments, configured VPNs and firewalls, and worked with technologies from Cisco, Huawei, Fortinet, Extreme Networks, and Versa SD-WAN. I contributed to a 15% reduction in network downtime. At CIC Insurance Group, I provided first-level technical support to over 400 users, managed helpdesk tickets, and contributed to reducing average ticket resolution time by 20%. I have also supported more than 200 student workstations, administered Active Directory and Microsoft 365 accounts, and assisted with IT asset management. Beyond technical support, I have experience in remote operations, recruitment coordination, customer relationship management, digital platforms, administrative support, and communication with international stakeholders. These experiences have strengthened my ability to work independently, manage multiple priorities, solve problems, and collaborate effectively in remote and multicultural environments. My professional interests include IT operations, network and systems administration, cloud computing, cybersecurity, technical support, and infrastructure reliability. I am also interested in expanding my knowledge of automation, emerging technologies, and the systems that enable modern technology teams to work efficiently. I hold relevant training and certifications in Google IT Support, AWS Cloud Practitioner, Fortinet cybersecurity, Cisco networking, and Huawei ICT technologies. I am proactive, adaptable, detail-oriented, and committed to continuous learning. I enjoy identifying technical problems, finding practical solutions, improving processes, and helping people use technology effectively. I am particularly interested in opportunities where I can contribute my existing technical skills, learn from experienced professionals, and grow into more advanced roles in IT infrastructure, cloud operations, cybersecurity, and technology operations.

Experience

Intern – Global Recruitment & Operations
Supported global recruitment operations by sourcing, screening, and onboarding candidates, and conducted market and talent research to improve pipeline efficiency. Assisted in end-to-end recruitment processes and collaborated with cross-functional teams to align recruitment efforts with organizational needs.
RecruitmentSourcingScreeningOnboardingTalent ResearchMarket ResearchCandidate OutreachCommunication SkillsCoordinationCross Functional CollaborationSocial MediaContent CreationEmployer BrandingCommunity ManagementDigital ToolsSocial Media StrategyTalent AcquisitionOperationsAdministrative Support
IT Virtual Assistant
Dalsey, Hillblom, and Lynn
Provided administrative support through email management, scheduling, data entry, file organization, and reporting. Delivered customer service via live chat, inquiries, complaints, and order tracking. Managed CRM systems, website updates, troubleshooting, and online tools. Supported project coordination while handling social media management, content creation, graphic design, and email marketing.
Network Implementation and Support Engineer
Conducted comprehensive health checks on client infrastructure, troubleshooting issues to improve performance and reliability, reducing downtime by 15%. Provided timely responses to client support requests and led upgrades on networking equipment including Extreme Networks switches, Fortinet firewalls, and Versa SD-WAN appliances.
Network TroubleshootingVersa SDWANExtreme NetworksPortnox CorePortnoxFortinetFSSOIPsec VPNSSL VPNRoutingSwitchingCiscoHuaweiDlinkMikrotikUbiquitiWired Networks
Customer Support
Provided customer support by responding to inquiries via phone, email, and social media. Maintained records of customer interactions and compiled reports based on feedback. Collaborated with various teams to address customer needs and educated customers about sustainable practices.
Customer ServiceCRM SystemsProblem SolvingTeamworkCommunication Skills
IT Intern
Researched market solutions for network infrastructure, contributing to solution recommendations and proof-of-concept testing for prospective clients, leading to a 10% improvement in client satisfaction. Assisted in providing level one support to clients, resolving technical issues, and ensuring smooth operations.
CiscoFortinetExtreme NetworksVersaNetwork DeploymentSystem Integrationclient supportProof of ConceptHealth Checks
Intern
Managed databases and configured networks while providing technical support to faculty and students. Responsible for software installation and maintenance, as well as organizing team tasks and preparing reports.
Database ManagementInstallationTechnical SupportReporting

Education

The Technical University of Kenya
Bachelor of Technology in Communication and Computer Networks.

About

Experience

Intern – Global Recruitment & Operations

IT Virtual Assistant

Network Implementation and Support Engineer

Customer Support

IT Intern

Intern

Education

The Technical University of Kenya