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evanson kinyua

@evansonkinyua

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Detail-oriented IT Service Desk Operations Analyst with 5+ years experience.

Kenya

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What I'm looking for

I am looking for a role that values collaboration and offers opportunities for professional growth.

I am a detail-oriented and client-focused IT Service Desk Operations Analyst with over 5 years of hands-on experience in providing Tier 1-3 technical support across enterprise environments. I have a proven ability to manage and resolve high-volume incidents, service requests, and technical issues within SLA targets, ensuring minimal downtime and optimal end-user satisfaction.

My expertise includes ITIL-based service management, helpdesk systems like ServiceNow and Zendesk, and ticket workflows via Jira. I am skilled in Active Directory, Microsoft 365, and remote desktop tools, which allows me to ensure system reliability and user productivity. I am a strong communicator and team collaborator, dedicated to service excellence and continuous improvement.

Experience

Work history, roles, and key accomplishments

Current

IT Service Desk Operations Analyst

Current

Equiti Global Markets Ltd.

Oct 2020 - Present (4 years 9 months)

Delivered Tier 1–3 technical support to remote and on-site users, reducing resolution time by 30%. Administered Active Directory, Windows Server, Microsoft 365, and domain environments. Handled ticketing and incident management via Zendesk, ensuring SLA compliance.

Active Directory Windows Server Zendesk Cisco Meraki Sophos MDM VPN IT Asset Management

IT Support Assistant

ICT Authority of Kenya

Nov 2019 - Present (5 years 8 months)

Investigated user problems, identified their source, and implemented solutions. Installed, configured, and maintained personal computers, file servers, and other related equipment. Documented common user problems and resolutions for future reference and business continuity.

Technical Support Troubleshooting Installation Configuration Documentation Backup Vendor Management Inventory Management

ICT Supervisor

Kenya National Bureau of Statistics

Aug 2019 - Present (5 years 11 months)

Provided technical support to staff and trained content supervisors and enumerators. Managed data backup and transmission to live servers. Configured and troubleshot networks, including VPN creation.

Technical Support Training Data Backup VPN Troubleshooting

IT Intern

Ollin Sacco Society Ltd.

Jul 2017 - Present (8 years)

Performed role-based user maintenance and general IT security. Assisted in establishing the digital online registry (E-Registry) and in the migration of the Nav system from NAV 2017 to NAV 2018. Provided basic user technical support, including software installation and updates.

IT Security SQL Technical Support Installation Customer Care

Education

Degrees, certifications, and relevant coursework

Moi University

Bachelor of Science, Computer Science

Grade: Second Class Honor (upper)

Attained Second Class Honors (Upper Division) in Computer Science. The curriculum covered a wide range of topics essential for a strong foundation in the field.

Ngugu-ini Secondary School

Kenya Certificate of Secondary Education, General Studies

Completed secondary education, focusing on a broad curriculum to prepare for higher education. This period built foundational knowledge across various subjects.