Calvince Agira

Assessed and improved application performance and SRE practices, developed monitoring dashboards and automated incident management to enhance system reliability for clients.

Oversee end-to-end ICT service delivery, enforce SLAs, and lead technical project implementations while managing team performance and client escalations to improve service quality.

Implemented service desk policies, trained staff, and managed ticket resolution and performance to ensure SLAs were met and improve customer service standards.

Directed IT strategy and operations, managed suppliers and a KSh 60M fiber rollout to 119 branches, achieved >90% KPI performance and expanded the IT team from 2 to 14.

Led multidisciplinary IT projects, introduced helpdesk tooling and standardized project procedures to improve incident, change, and asset management across the business.

Administered Office 365, G Suite and ERP systems, managed networks and service desk operations, and implemented a call centre tool that boosted telesales by over 50%.

Maintained networks and PABX, handled hardware repairs, managed SLAs and asset inventories, and reduced incident volume by implementing policies and user self-help resources.

Performed computer maintenance, assisted with basic switch configuration and LAN setup, and supported Cisco IP phone installations and printer troubleshooting.

Provided application and LAN support, resolved hardware/software issues, and supervised junior staff while supporting MYQ and Equitrac printing solutions.

Enrolled in a Master of Science in Computer Science program at Maseno University beginning in 2023.

Completed a Bachelor's degree in Computer Science from Masinde Muliro University of Science and Technology from 2014 to 2018.

Completed the Kenya Certificate of Secondary Education at Kowuor Mixed Secondary School from 2010 to 2013.