GIDEON K.

Gideon K. is an experienced IT Support Specialist based in Nairobi with expertise spanning technical support, networking, and AI-assisted workflows. At IMAX Technologies, he served as first point of contact for over 200 staff across three sites, diagnosing and resolving hardware, software, and network faults while developing a Python script to streamline weekly helpdesk reporting. During his tenure supporting a regional internet provider at Manyasa Sec School, Gideon specialized in LAN/WAN troubleshooting and router configuration, reducing ticket resolution times by 35% through process optimization and documentation. He also provided front-line customer support for mobile devices at Cellphone City, ensuring technical issues were communicated clearly for non-technical users. His personal project leveraged the OpenAI API and Python for AI-driven support ticket triage, achieving an 82% accuracy rate compared to human classification. Gideon’s background includes studies in computer networking, Python, and AI fundamentals.