Open to opportunities

Cecilia Kiio

@ceciliakiio

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IT Support Specialist delivering Level 1 end-user, Microsoft 365, and endpoint support.

Kenya

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What I'm looking for

I’m looking to grow into enterprise infrastructure and ICT security operations, while continuing hands-on Level 1 end-user and endpoint support. I want to improve helpdesk processes, documentation, and troubleshooting quality in a collaborative IT team.

I’m an IT Support professional with hands-on experience providing end-user, device, Microsoft 365, endpoint, network, and asset support within an international NGO environment. I’ve worked across helpdesk operations, Windows device configuration, and user-account administration, always focused on fast resolution and clear documentation.

Currently, I support ICT operations at African Wildlife Foundation and contribute to the implementation and improvement of the organisation’s helpdesk platform. I handle Level 1 incident and service-request management, troubleshoot Windows, Microsoft 365, printers, peripherals, video-conferencing equipment, and basic network-connectivity issues, and I escalate unresolved incidents to senior ICT personnel.

I also bring strong onboarding and offboarding support through account creation and deactivation, device preparation and recovery, and access provisioning and revocation, paired with employee orientation and end-user training. With foundational knowledge of systems administration, networking, information security, and a strong interest in developing expertise in enterprise infrastructure, Linux environments, and ICT security operations, I’m motivated to keep expanding my impact in IT operations.

Experience

Work history, roles, and key accomplishments

Current

IT Support Intern

Current

African Wildlife Foundation

Feb 2026 - Present (4 months)

Provided Level 1 ICT support through helpdesk tickets, email, phone calls, Microsoft Teams, and in-person assistance. Troubleshot Windows, Microsoft 365, hardware, peripherals, printing, video-conferencing, supported employee onboarding/offboarding, assisted with Microsoft Intune endpoint administration, and helped implement and improve AWF’s helpdesk platform.

Windows Troubleshooting Microsoft 365 Support Microsoft Intune IT Asset Management

IT Intern

Tembo Sacco Ltd

Apr 2025 - Sep 2025 (5 months)

Provided frontline IT support for system access issues, login errors, and general user queries, documenting incidents and resolutions for follow-up. Supported office hardware and software, participated in IT projects including testing and data migration, maintained the organization’s website, and contributed to secure records consolidation and digitisation.

IT Project Support System Testing Data Migration Records Digitisation Website Maintenance

IT Support Intern

JamboPay

Mar 2024 - Mar 2025 (1 year)

Provided technical support to clients using JamboPay systems, guiding users through application and access issues. Installed and configured internal applications for new employees, documented troubleshooting and recurring issues in the ticketing system, and delivered training and updated technical documentation for system users.

client support Application Access Troubleshooting Internal App Configuration Documentation In Ticketing Systems Technical Documentation

Computer Lab Technician

A.C.K. St. Mary's Ukia Girls' Secondary School

Jun 2023 - Aug 2023 (2 months)

Maintained computer lab desktops, printers, and networking equipment through regular checks and preventive maintenance. Installed and updated operating systems and software, resolved hardware and software issues, and managed lab equipment inventory while configuring lab environments for practical sessions and examinations.

Computer Labs Printer Support Inventory Management Lab Configurations

Education

Degrees, certifications, and relevant coursework

ALISON

IT Support Technician Certificate, IT Support

2026 -

In progress IT Support Technician Certificate covering IT support fundamentals, system administration, security, troubleshooting, and problem solving.

Microsoft Learn

Microsoft Azure Fundamentals (AZ-900), Cloud Computing (Microsoft Azure)

2026 -

In progress Microsoft Azure Fundamentals (AZ-900) study covering Azure concepts, architecture and services, identity, networking, governance, monitoring, and cost management.