Systems and Network Administrator

• Resolving 40+ L2/L3 technical and L1 SAP S/4HANA issues weekly, enhancing system reliability on a BU level. • Serving as primary support contact for group officers and directors. • Providing SAP S/4HANA L1 support to users within the BU. • Managing an annual IT CAPEX and OPEX of $125,000, optimizing resource allocation in collaboration with procurement for cost efficiency. • Administration of SharePoint sites for departmental collaboration. • Manage service provider relationships and ensuring adherence to SLAs. • Reviewing and versioning of IT policies in accordance to group and BU requirements. • Staying updated with the latest industry standards, evaluating emerging technologies and assessing their potential impact on the organization.

IT Assistant

• Resolved 100+ L1/L2 technical issues weekly, enhancing IT support efficiency. • Administered Microsoft Active Directory, ensuring secure and efficient access management for users in 3 different domains. • Monitored and troubleshoot the SD-WAN network connecting 9 offices across Kenya and maintaining 95% uptime. • Patch and Vulnerability management of servers and workstations using GFI LanGuard. • Championed the adaption of GLPI as an open source solution to a Helpdesk and CMDB system. • Contributed to the migration of over150 email accounts from Exchange 2003 to Microsoft 365, improving the MRM communication infrastructure.

Network Technician

• Installed and administrated VLAN networks using Liquid Telecom's fiber and wireless (WIMAX) infrastructure to residential and official buildings within Nairobi. • Configured an out-of-the-box Cisco 2811 router for Grand Royal Hotel as a valued-added service to facilitate connectivity of the newly opened hotel.

ITIL® Foundation Certificate in IT Service Management

Microsoft Certified Solutions Expert