Sheila Waithira

ICT and Data Systems Professional | Learning Coordinator

Nairobi, KE.

About

An accomplished ICT and data systems professional with over three years of experience in data-driven support, user training, and process improvement, currently pursuing a Bachelor's in Software Engineering. Proven ability to translate complex technical data into actionable insights, facilitate group learning, and implement feedback loops, seeking to leverage strong analytical, facilitation, and adaptive management skills to drive evidence-based programming and community-led learning initiatives.

Work

Zetech University

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IT Support & Learning Systems Officer

Nairobi, Nairobi, Kenya

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Summary

Led IT support and learning system operations, enhancing system uptime and user productivity through data analysis and training initiatives.

Highlights

Facilitated monthly review meetings with 200+ users, identifying system challenges and documenting lessons learned, which improved system uptime to 99.5%.

Collaborated with cross-functional teams to analyze helpdesk data, generating actionable insights that reduced system downtime by 30%.

Developed comprehensive documentation for recurring technical issues and solutions, creating a knowledge base that supported team training and adaptive problem-solving.

Managed user access controls (RBAC) for confidential data, ensuring data integrity and security for over 500 patient records in a health tracking system.

Led training sessions for 200+ staff on Microsoft 365 tools, applying adult learning and participatory methods to increase productivity by 25%.

Maintained accurate IT asset inventory and configuration records, achieving zero discrepancies in a successful audit.

Petanns Technical College

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ICT Instructor & Learning Facilitator

Nairobi, Nairobi, Kenya

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Summary

Provided technical instruction and support to students, ensuring functional learning environments and resolving technical issues efficiently.

Highlights

Provided technical assistance to over 50 students annually, resolving 95% of workstation issues within minutes during sessions.

Set up and configured a computer lab of 30 workstations, performing hardware/software maintenance and repairs to ensure operational readiness.

National Youth Service

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Public Service Trainee

Gilgil, Gilgil, Kenya

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Summary

Completed intensive training focused on discipline, integrity, and problem-solving, developing composure in high-pressure environments.

Highlights

Completed intensive training in discipline, integrity, and adherence to procedures under pressure, developing foundational professional skills.

Cultivated composure and problem-solving abilities in high-pressure situations, enhancing adaptability and resilience.

Volunteer

Digital Literacy Volunteer

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Youth Voices Community

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Configured computer workstations and provided technical support for digital skills classes, developing educational guides for learners from low-income households.

Highlights

Set up and configured computer workstations for weekly digital skills classes, serving over 20 learners from low-income households.

Troubleshot and resolved 90% of hardware and software issues within 10 minutes during class sessions, ensuring uninterrupted learning.

Created simple step-by-step guides in Swahili and English to help first-time computer users navigate basic tasks like email creation and document writing.

Digital Literacy Coach

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Ayiera Initiative

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Coached women and youth in digital literacy, facilitating access to financial services and online markets, and providing e-government assistance.

Highlights

Coached 20+ women and out-of-school youth in digital literacy, enabling 12 participants to open mobile banking accounts and access online markets for food security.

Maintained a mobile computer lab of 10 donated laptops, resolving hardware and software issues to extend equipment functionality.

Assisted elderly community members with e-government services (NSSF, NHIF, passport booking), reducing reliance on paid cybercafé services.

Digital Literacy Coach

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U Tena Youth Organization

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Delivered digital literacy coaching to women and youth, maintained computer lab equipment, and facilitated e-government access for elderly residents.

Highlights

Delivered digital literacy coaching to 20+ women and out-of-school youth, enhancing their digital skills and access to information.

Maintained a mobile computer lab of 10 donated laptops, extending equipment lifespan by over 12 months.

Helped elderly residents access e-government services, reducing their transaction costs by 500 KES per service.

Education

Zetech University

Nairobi, Nairobi, Kenya
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Degree in Software Engineering Information and Communication Technologies

Courses

Database Systems

Web Development

Algorithms

Systems Analysis

Zetech University

Nairobi, Nairobi, Kenya
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Diploma in Information Technology Information and Communication Technologies

Courses

Programming Fundamentals

System Analysis

Networking

NYS Engineering Craft Training School

Nairobi, Nairobi, Kenya
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Certificate in Information Technology Information and Communication Technologies

Languages

Swahili

English

Spanish

Certificates

CyberOps Associate

Cisco Networking Academy

Network Security

Cisco Networking Academy

CCNAv7: Enterprise Networking, Security, and Automation

Cisco Networking Academy

Introduction to Cybersecurity

Cisco Networking Academy

Skills

Software Development

React, PHP, MySQL, HTML, CSS, JavaScript, SDLC, Web Development, Algorithms, Systems Analysis, Programming Fundamentals, Database Systems.

IT Support & Administration

Workstation Setup, Hardware Maintenance, Software Maintenance, Troubleshooting, IT Asset Inventory, Configuration Management, Microsoft 365 (Excel, Word, Teams), Google Workspace, Mobile Data Collection, Information Management Systems.

Data Analysis & Management

Data Interpretation, Qualitative Inquiry, Database Systems, Actionable Insights, Data Integrity, Role-Based Access Control (RBAC), Backup Strategies, Audit Compliance, Data Visualization, Reporting Dashboards.

Learning & Facilitation

Group Training Facilitation, Adult Learning Principles, Creating Safe Spaces for Reflection, Feedback Action Tracking, Community Engagement, User Training, Digital Literacy Coaching, Curriculum Development, Guide Creation.

Documentation & Process Improvement

Lessons Learned Documentation, Case Study Development, Report Writing, Knowledge Product Creation (Briefs, Summaries), Process Analysis, Digitization, Administrative Process Automation, Systems Documentation.

Project Management

Stakeholder Interviews, System Design, Project Deployment, User Feedback Loops, Requirements Gathering.

Cybersecurity & Networking

CyberOps Associate, Network Security, Introduction to Cybersecurity, CCNAv7, Enterprise Networking, Security, Automation.

Projects

Hospital Visit Tracking System

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Summary

Designed and built a secure system for tracking 500+ patient records, incorporating role-based access and ensuring data integrity, demonstrating full SDLC and data integrity.

University Front Office Management System

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Summary

Developed a system to automate administrative processes for 20+ university stakeholders, reducing manual paperwork and enhancing efficiency.

Fleet Management System

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Summary

Developed a database-driven system to track vehicle trips and schedule maintenance, reducing fuel costs and providing reporting for utilization and expense analysis.