Open to opportunities

Fidelis VA

@fidelisva

Message

I lead IT help desks with network security and SLA-driven support for multi-site operations.

Kenya

Message

What I'm looking for

I’m looking for a leadership role where I can run SLA-driven IT support, own escalations, and strengthen secure network operations—combining service management, monitoring, and process optimization to improve reliability for multi-site teams.

I’m a dedicated IT professional and manager who leads IT Help Desk and Escalations at Burn Manufacturing, building the help desk’s structure, staffing, and processes to support ERP, cloud platforms, CRM systems, mobile applications, and digital loan platforms. I implement and customize ServiceDesk Plus (SDP) for ITSM—Incident, Request, Change, and Asset Management—while owning major incidents as the primary point of contact and providing timely updates and resolution plans. I drive Change Management with the Change Advisory Board (CAB), ensure risks are assessed with minimal disruption, and oversee service delivery so SLAs are consistently met through reporting and continuous team upskilling.

Before this, I supported end users and global teams as a Senior IT Associate with the World Bank Group (MFI Solutions contractor), handling Windows/macOS and Office 365, mobile device management, ServiceNow service requests, VPN configuration, vulnerability assessments, backups, and system health monitoring to maintain high network uptime. I also delivered network and security work as a Technical Support Consultant at Wingustar Solutions—supporting SD-WAN implementations, deploying FortiGate High Availability (HA), proactively monitoring with PRTG and Cacti, optimizing routing and QoS, and assisting with Office 365 migrations with a focus on data integrity. Earlier roles across Twiga Foods, Xtranet Communications Ltd, and Megalink Solutions strengthened my operational discipline through SLA compliance, firewall/security configuration, disaster recovery planning, and even PowerShell automation, and I’ve brought that same mindset into training as an IT Instructor.

Experience

Work history, roles, and key accomplishments

Current

IT Help Desk & Escalations

Current

Burn Manufacturing

Apr 2025 - Present (1 year 2 months)

Set up and lead the IT help desk function, managing processes and staffing to support ERP, cloud, CRM, and digital loan platforms. Own major incidents and escalations, lead change management/CAB activities, and ensure SLA-driven service delivery.

ITSM Incident Management Change Management SLA Management Asset Management

Senior IT Associate

World Bank Group (MFI Solutions)

Nov 2024 - Mar 2025 (4 months)

Provided end-user technical support across Windows, macOS, and Microsoft 365, while managing Apple MDM solutions. Used ServiceNow for service requests, configured VPNs for secure remote access, performed vulnerability assessments, and supported network installations and video conferencing systems.

ServiceNow Windows Support MacOS Support Microsoft 365 VPN Vulnerability Assessment Network Troubleshooting Video Conferencing Support

Technical Support Consultant

Wingustar Solutions

Sep 2023 - May 2024 (8 months)

Supported SD-WAN deployments to improve multi-site network performance and deployed FortiGate HA for security and resilience. Proactively monitored networks using PRTG and Cacti, configured routing/QoS for critical applications, supported Office 365 migrations, and trained client IT teams on delivered solutions.

SD WAN FortiGate HA PRTG Cacti

Training & Technical Support Assoc

Twiga Foods

Aug 2022 - Jul 2023 (11 months)

Delivered stakeholder training on proprietary DMS and WMS tools and provided SLA-compliant technical support via Zendesk, Microsoft Teams, and Slack. Diagnosed system failures, performed health checks, supported patch management and endpoint protection, coordinated upgrades/rollouts, and documented resolutions in Confluence.

Zendesk DMS WMS Tool Support Patch Management Endpoint Protection IT Onboarding

IT Instructor

Kenya Institute of Development Studies (KIDS College)

Oct 2013 - Feb 2015 (1 year 4 months)

Taught IT courses by developing curricula and assessing student performance while maintaining institutional IT infrastructure and LMS platforms. Implemented cybersecurity measures and supported classroom network deployment for practical training sessions.

Curriculum Development IT Instruction LMS Support Classroom Network Setup Student Assessment