Glenn Ochola
I’m a CCNA-certified IT Support Officer and Network Support Specialist with 5+ years of hands-on experience helping end users and keeping networks stable.
About
I’m a CCNA-certified IT Support Officer and Network Support Specialist with 5+ years of hands-on experience helping end users and keeping networks stable. I support Windows environments and Microsoft 365 (Outlook, OneDrive, Teams, and SharePoint), troubleshoot VPN/RDP connectivity, and resolve hardware and software issues quickly using structured fault isolation.
I also work across LAN/WAN networking, including VLANs, DNS/DHCP, wireless access points, and Cisco router/switch troubleshooting. In my recent roles, I’ve maintained strong uptime for multi-user environments, reduced repeat helpdesk calls and system downtime through better diagnosis and documentation, and used automation (Python) and ticketing records to streamline support and improve service consistency.
- 6 years' experience
- Joined October 2026
Industry experience
- Computers & Electronics
- Telecommunications
- Professional Services
- Software & Internet
Work experience
Provided frontline technical support across 10+ commercial web platforms by diagnosing hardware, software, and network-layer failures and maintaining high system availability. Administered Microsoft 365 services (Teams, OneDrive, SharePoint, Outlook) to resolve access, VPN, and RDP connectivity issues for end users across multiple locations. Maintained IT asset inventory for hardware and software licensing, and enforced backup/restore and business continuity controls with zero data loss incidents. Coordinated software and hardware rollouts with vendors, managed upgrades, tracked recurring issues, and escalated complex problems using written fault reports. Implemented Python automation to reduce manual operational overhead by 50% and documented incidents and resolutions in ticket-style logs.
Served as primary IT support contact for 50+ staff, resolving MACmobile sync failures, VPN connectivity issues, software access problems, and field hardware faults across multiple sites. Managed software deployments and upgrades and reduced system downtime by 25% through proactive monitoring and rapid first-line resolution. Coordinated procurement while maintaining hardware/software license inventories, trained staff to reduce helpdesk calls by 30%, and ensured IT policy compliance and information security awareness. Produced weekly/monthly IT performance reports for senior management.
Provided frontline network support for 100+ end users across multiple sites, maintaining 99% network uptime through preventive maintenance and SOP-compliant troubleshooting. Installed and maintained Cisco routers, switches, and wireless access points, applying VLAN, OSPF, IP addressing, ACLs, and port-security concepts. Resolved 90% of connectivity issues at first contact using structured OSI-layer fault isolation, including hardware diagnostics, repairs, firmware updates, and post-repair testing. Configured firewall rules and network protections (DHCP snooping, ARP inspection) and documented configurations/incidents to improve traceability for faster recovery.
Education
Certifications and awards· 5
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