Catherine Ranji
@catherineranji
ITIL-certified Senior IT Support Lead specializing in Microsoft 365, service desk operations, and end-user troubleshooting.
KenyaWhat I'm looking for
I’m a Senior IT Support Lead and ITIL-certified Service Desk professional with 10+ years delivering end-user support, IT service management, and customer-focused technology solutions in fast-paced environments.
I lead service desk operations, manage Level 1–Level 2 escalations, coordinate Level 3 resolution with engineering teams and vendors, and maintain SLA compliance. I’m experienced in Microsoft 365 administration—Exchange Online, Teams, SharePoint Online, and Azure Active Directory—along with Windows and mobile support.
I focus on continuous service improvement through ITIL best practices, strong knowledge base documentation, and clear troubleshooting guidance. I’ve also managed device lifecycle and inventory using Microsoft Intune, coached and mentored IT Support Engineers, and partnered cross-functionally to support technology rollouts, upgrades, and business-critical initiatives.
Experience
Work history, roles, and key accomplishments
Led Level 1 and Level 2 IT support escalations and coordinated with engineering and vendors for Level 3 resolution. Administered Microsoft 365 and managed endpoint and device lifecycle operations using Microsoft Intune while maintaining IT asset inventory and support documentation.
Provided first-point IT helpdesk support for incidents and service requests, resolving issues or escalating as required. Created and maintained knowledge articles and supported onboarding and offboarding including user account management and access provisioning.
Delivered customer support across multiple channels while meeting performance targets. Resolved customer issues through troubleshooting and communication and maintained accurate customer records to support service improvement initiatives.
Call Center Quality Analyst
Horizon Call Center
Nov 2010 - Oct 2012 (1 year 11 months)
Monitored service quality and compliance standards and conducted coaching and performance improvement sessions. Analyzed trends and recommended process improvements to enhance customer experience.
Customer Service Agent
Horizon Contact Center
Jun 2009 - Nov 2010 (1 year 5 months)
Worked as a customer service agent at Horizon Contact Center, supporting customers in a call-center environment.
Transcription Agent
Kencall EPZ Ltd
Jun 2008 - Mar 2009 (9 months)
Worked as a transcription agent at Kencall EPZ Ltd performing transcription tasks as part of daily operations.
Education
Degrees, certifications, and relevant coursework
Kenya Methodist University
Diploma in Business Information Technology (DBIT), Business Information Technology
Ongoing Diploma in Business Information Technology (DBIT) studies.
The Management University of Africa
Diploma in Management and Leadership (DML), Management and Leadership
Ongoing Diploma in Management and Leadership (DML) studies.
Gathirimu Girls Secondary School
Kenya Certificate of Secondary Education (KCSE), Secondary Education
Completed Kenya Certificate of Secondary Education (KCSE).
Tech stack
Software and tools used professionally
Availability
Location
KenyaAuthorized to work in
Job categories
Skills
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