I have worked in diverse IT roles ranging from helpdesk support to systems administration, IT security audits, remote support, and network design. My expertise includes:

• Microsoft 365, Azure AD, Intune, Windows Server
  
  

• Fortinet & Sophos Firewalls
  
  

• Virtualization with VMware
  
  

• Cybersecurity Audits & SOC2 Compliance
  
  

• ITSM Tools: ServiceNow, Jira

• Client Support via Zendesk, Teams, Slack
  
  

Quote

"Technology should empower, not overwhelm. My job is to make IT secure, simple, and effective." 

💼 IT System Administrator – Optica Ltd (2023–Present)

•  Increased user support efficiency by 40% through improved ticket triaging and root cause analysis using ServiceNow and PowerShell.

• Reduced downtime and boosted service continuity by implementing Conditional Access Policies and streamlining Microsoft 365 user

 provisioning.

• Enhanced endpoint security by configuring Intune and deploying compliance policies, improving organization-wide device posture.

• Led a cross-departmental knowledge base initiative, creating FAQs and SOPs that cut repeated support queries by over 50%.

• Optimized infrastructure documentation and site surveys for improved legacy data migration and business continuity compliance.

• Achieved a 40% reduction in ticket resolution time through proactive knowledge base updates and incident trend analysis. 

• Played a key role in securing IT infrastructure, leading endpoint protection improvements and firewall policy optimization, resulting in zero critical breaches during tenure. 

• Automated system health checks and reporting processes, saving over 8 staff hours weekly. 

💼 IT System Administrator – Transport and Lifting Services Ltd (TNL) (Jan 2020 – Feb 2023) 

•  Secured remote operations across East Africa by deploying firewalls and VPN systems, reducing unauthorized access attempts by 75%. 

• Successfully implemented next-generation firewalls and conducted network refreshes, leading to a 65% increase in uptime across 3 East African countries. 

• Spearheaded cross-country IT coordination for Kenya, Uganda, and Tanzania, streamlined system standardization across branches.

• Reduced average user ticket handling time by 45% by integrating Zendesk with internal reporting tools. 

• Designed and deployed Microsoft 365 Admin projects, including workflows and user policies that improved operational compliance by over 70%. 

• Enhanced support responsiveness through multi-tier ticket escalation and documentation, achieving 95% SLA compliance in support resolution.

• Deployed VMware and Docker environments for scalable internal services, reducing operational delays by 30%. 

• Facilitated compliance for SOC 2 and ISO27001 standards by preparing technical audit reports and implementing cybersecurity protocols. 

• Increased team knowledge retention by developing SOPs and training plans for onboarding, access provisioning, and M365 management. 

💼 Customer Service Representative  – Spot-Tracking Centre (Feb 2019 – Dec 2019)  

•  Reduced callback rates by 75% by resolving escalated issues at first contact using empathetic communication and technical troubleshooting. 

• Achieved Product Expert recognition within 3 months by mastering technical workflows and customer success tools like Zendesk and video support platforms. 

• Boosted client onboarding success rate to 95% through customized walkthroughs and proactive follow-up. 

• Reduced customer callback volume by 75% through one-touch resolution and improved technical documentation.

• Played a key role in reducing user confusion by co-developing FAQ and Help Center updates based on real-time feedback. 

• Boosted client onboarding success by delivering over 100 walkthroughs and training sessions, improving user satisfaction scores. 

• Created internal knowledge base documents that cut down issue-handling time by 25% across the support team. 

• Identified recurring issues using ticket analysis and shared insights with product and development teams, contributing to 3 product improvements. 

💼 IT Administrator   – Kenya Association of Tour Operators (KATO) (Nov 2017 – Jan 2019)  

• Led the IT department’s security transformation and implemented firewalls and antivirus strategies that led to 90% fewer threats in two years. 

• Initiated and successfully deployed a comprehensive ERP and email solution, increasing internal communication and operational tracking. 

• Enhanced network speed and security by designing and implementing secure VPN access and network upgrades. 

• Supported budget planning with accurate IT forecasting and license tracking, preventing overspend on tech procurement. 

• Delivered in-house user training, decreasing internal support tickets by 35% through enhanced user self-sufficiency. 

💼 Intern – IT Technical Support    – Kenya Association of Tour Operators (Aug 2017 – Oct 2017) 

•  Reduced cybersecurity threats by 90% over two years by designing and enforcing a robust perimeter firewall and VPN infrastructure. 

• Spearheaded the development of an integrated ERP-Mail-Storage-AD system, streamlining IT operations and reducing admin tasks by 40%. 

• Supported budget planning with accurate IT forecasting and license tracking, preventing overspend on tech procurement. 

• Delivered in-house user training, decreasing internal support tickets by 35% through enhanced user self-sufficiency. 

More certificertificates in progress