Open to opportunities

Benard Kyalo

@benardkyalo

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Senior Technical Support Engineer and Systems Administrator skilled in Microsoft, networking, and cloud migrations.

Kenya

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What I'm looking for

I seek a hands-on infrastructure or support role where I can manage Microsoft/Azure migrations, network and server operations, mentor teams, and work in a collaborative, customer-focused environment that supports growth.

I am a seasoned Senior Technical Support Engineer and Systems Administrator with extensive experience supporting enterprise IT environments, including long-term engagements at United Nations sites.

I specialize in Microsoft end-user support (SharePoint, Outlook, Teams), Active Directory and Azure AD migrations, Cisco Unified Communications, and server administration with hands-on VMware and Clonezilla imaging experience.

My background includes telecom-facing systems administration and network troubleshooting across routers, switches, access points, and load balancing, plus experience with MySQL, Zabbix monitoring, Bash scripting and multiple Linux distributions.

I bring a decade of service-desk and tiered-support experience, proven supervision and KPI/SLA management, and a customer-focused approach while continuously upskilling in cloud computing (Azure Administrator path).

Experience

Work history, roles, and key accomplishments

Current

Senior Technical Support Engineer

Current

Computech Limited

Feb 2024 - Present (1 year 8 months)

Provide Tier 1 Microsoft end-user support for a UN client, managing account provisioning, SharePoint/Teams/Outlook administration, Azure AD migrations, AD management, server and hardware commissioning, and laptop re-imaging to sustain operational availability.

Azure AD Active Directory SharePoint Microsoft Teams Clonezilla Troubleshooting

Senior Technical Support Engineer

iSON Technologies Ltd

Apr 2018 - Jan 2024 (5 years 9 months)

Delivered Tier 1 Microsoft support for a UN client including mailbox and Teams/SharePoint administration, Azure migration support, AD management, server maintenance, laptop re-imaging and Cisco Call Manager support to maintain service SLAs.

Azure AD Active Directory SharePoint Microsoft Teams Clonezilla

Wireless ISP IT Administrator

Next Thing Networks

Sep 2017 - Feb 2018 (5 months)

Designed, installed and maintained IP networks and customer internet installations; configured routers, switches and APs (Mikrotik, Ubiquiti, Cisco), performed operations & maintenance, backups and customer-facing troubleshooting to meet KPIs.

Mikrotik Cisco IP Troubleshooting LAN WAN Backup

Supervisor Technical Support

Mobile Decisioning Africa Ltd

Apr 2014 - May 2016 (2 years 1 month)

Led the technical support team across 23 live markets, maintained KPIs/SLA, managed Windows/Linux server administration, monitoring, incident response, root-cause analysis and coordination with telco stakeholders to restore services quickly.

Windows Server Linux Tcpdump Root Cause Analysis SLA Management Team Leadership

Technical Support Analyst

Mobile Decisioning Africa Ltd

May 2012 - Apr 2014 (1 year 11 months)

Provided application and API front-end support, performed complex troubleshooting on live systems, handled escalations to telco partners, participated in deployments and version management to minimize downtime.

Application Support API Support Linux Incident Management Testing

POS Systems Technician

Paynet Group

Jan 2011 - Jan 2012 (1 year)

Managed OS installation and configuration on POS machines supporting PesaPoint ATM interoperability, ensuring reliable deployment and maintenance across the ATM network.

M Pesa Integration OS Installation Maintenance Troubleshooting Deployment

ICT Support Intern

Ministry of Education

Jan 2010 - Jan 2011 (1 year)

Supported hardware and software installation and maintenance across the department, assisting end users and performing routine ICT support tasks during a campus placement.

Installation User Support Maintenance Troubleshooting