ROY NYAGA

IT Support Specialist · Network Engineer · System Administrator

Kenya

IT Diploma

Available

Professional Summary

Roy Nyaga is a technically skilled IT professional with a strong background in network support, system administration, cybersecurity fundamentals, and customer service operations. He holds a Diploma in Information Technology from KCA University and has experience working across corporate, telecom, media, and service environments in Kenya.

With hands-on expertise in LAN/WAN configuration, Windows and Linux server administration, AI and machine learning fundamentals, and technical troubleshooting, Roy combines strong technical capability with leadership and team coordination experience. He has successfully reduced system downtime, improved network efficiency, and delivered structured IT support in both high-pressure and remote environments.

Roy is seeking opportunities in IT support, network engineering, system administration, or technology-driven operational roles where he can contribute to infrastructure stability, security, and scalable digital systems.

Key Skills

Network Administration

User Access & Identity Management

AI-Assisted Automation & Data Analysis

Serverless Architecture & GraphQL Integration

System Administration

Database Management

Technical Documentation & Reporting

Customer Service & Client Relations

IT Support & Troubleshooting

AI & Machine Learning Fundamentals

CCTV Installation & Security Systems

Time Management & Multitasking

Work Experience

Network Support Engineer / System Administrator

Cisco — Nairobi

Jun 2023 – Feb 2024

  • Managed network configurations and secure IT infrastructure systems.
  • Configured LANs, wireless networks, and controllers to optimize stability.
  • Implemented security standards and advised on network upgrade roadmaps.
  • Documented configurations and maintained service logs for compliance.
  • Contributed to strengthening network performance in radio and TV station environments.

System Administration Attaché

KenGen Company PLC — Nairobi

Sep 2023 – Dec 2023

  • Configured laptops and desktops and integrated them into the corporate domain.
  • Managed setup of at least four systems per day with secure connectivity.
  • Supported router configuration and network setups across hubs and dam sites.
  • Led wiring and projector setups for official meetings.
  • Assisted in maintaining stable and secure infrastructure in remote operational environments.

Sound Engineer & IT Coordinator

International Christian Centre — Meru

Jan 2020 – Jan 2021

  • Provided sound engineering support and ensured reliable network connectivity.
  • Supported online church production and digital communication platforms.
  • Maintained stable internet and sound systems for hybrid services.

Customer Service Representative

CCI Kenya (JetBlue Support) — Nairobi

Apr 2024 – Oct 2024

  • Handled 50–70 customer calls per day, maintaining high satisfaction ratings.
  • Resolved customer inquiries and product-related complaints efficiently.
  • Reduced on-hold wait times by improving call handling processes.
  • Maintained accurate documentation for seamless case resolution.
  • Contributed to team performance through empathy-driven service delivery.

IT Consultant & Technician

Destiny Media Connections — Meru

Jul 2019 – Jan 2020

  • Developed and implemented the company’s technology strategy.
  • Increased audience reach from 4% to 20% through optimized networking systems.
  • Installed CCTV systems for security infrastructure.
  • Delivered internal IT training and troubleshooting support.

Sound & IT Engineer

Trinity Chapel — Meru

Sep 2018 – Dec 2019

  • Supported live-stream production and in-person technical setups.
  • Trained staff on sound equipment usage and maintenance.
  • Implemented in-ear communication systems for instrumental teams.

Network Support

Premier Company — Nairobi

Jun 2017 – Aug 2018

  • Optimized network systems using DynamoDB, AppSync, and serverless frameworks.
  • Reduced issue resolution time by 40% through debugging and coding improvements.
  • Integrated secure real-time authentication systems.
  • Enhanced system scalability using GraphQL architecture.

IT & Network Assistance

Telkom Company — Nairobi

Dec 2016 – Jun 2017

  • Reduced average outage time from 2 hours to 20 minutes.
  • Refined troubleshooting protocols to minimize downtime.
  • Developed ISO-aligned technical documentation.
  • Standardized hardware and software setup documentation.

Education & Training

Diploma in Information Technology

KCA University — 2023

Certificate in Information Technology

KCA University — 2021

Certificate in Information Communication Technology

Meru National Polytechnic — 2019

Kenya Certificate of Secondary Education (KCSE)

St. Stephens’ High School, Embu — 2017

Languages & Proficiency

English

Advanced

Swahili

Advanced

Certifications & Additional Skills

Certifications

  • Oracle Certification
  • AI & Machine Learning Training
  • Cyber Security Hackathon Participation

Additional Skills

  • Technical system configuration
  • IT infrastructure optimization
  • Team mentorship & coordination
  • Service performance monitoring

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