Open to opportunities

George Wright

@georgewright1

Message

Senior Technical Support leader driving SLA excellence and cross-functional incident resolution.

Kenya

Message

What I'm looking for

I seek a Team Lead or Support Manager role where I can formalise leadership, improve SLAs, mentor teams, and lead cross-functional infrastructure and incident response in a customer-focused, regulated or enterprise environment.

I am a Senior Technical Support professional with 8+ years' experience in SaaS and regulated financial services, supporting 20+ global enterprise banking clients and consistently maintaining 95%+ SLA compliance. I lead cross-functional incident response, mentor new hires, design SLA frameworks, and delivered infrastructure projects including a countrywide core banking migration across 15+ branches.

My hands-on troubleshooting spans distributed systems (Elasticsearch, Kafka, Zookeeper), cloud platforms (AWS, GCP, OCI), Windows Server estates and databases, and I have a track record of reducing ticket resolution times by 20–40% and resolving 265+ tickets annually. I seek a Team Lead or Support Manager role to formalise and scale my demonstrated leadership and operational improvements.

Experience

Work history, roles, and key accomplishments

Current

Senior Technical Support

Current

Vyntra Global

Jan 2021 - Present (5 years 1 month)

Sole technical support analyst for 20+ global enterprise banking clients, maintaining 95%+ SLA compliance and personally resolving 265+ tickets in the last year while coordinating cross-functional incident response and improving workflows to reduce resolution times by 20–40%.

Incident Management SLA Elasticsearch Kafka ZooKeeper Client Communication Root Cause Analysis

Distributed Systems Analyst

Absa Bank Kenya

Jan 2016 - Jan 2021 (5 years)

Led network infrastructure upgrades for a countrywide core banking migration across 15+ branches, delivered ahead of schedule and provided L2/L3 support for Windows Server environments while maintaining audit-ready documentation for regulatory compliance.

Windows Server Active Directory DNS DHCP TCP IP Hyper V Project Coordination

ICT Officer

GTeL Mobile Kenya

Apr 2016 - Dec 2016 (8 months)

Designed and implemented a Spiceworks helpdesk and SLAs across 3 branches, managed an annual IT budget (~KES 1.6M), trained 60+ staff, and implemented HA/DR and Hyper-V virtualization to achieve 99.9% uptime.

Spiceworks MS SQL Server Active Directory Hyper V Disaster Recovery Staff Training

ICT Systems Consultant

Independent

Jan 2014 - Mar 2016 (2 years 2 months)

Delivered end-to-end ICT solutions for multiple clients including domain networks for 300 users, Windows Server migrations, NAS deployments, LAN/WAN remediation, and CCTV implementations across Nairobi-area businesses.

Server Migration NAS Client Engagement Project Delivery

Systems Specialist Trainee

Izone Kenya

May 2013 - Jan 2014 (8 months)

Provided hardware, software and LAN support across 10+ client sites, developed user training materials, and managed company social media to grow customer engagement.

Technical Support LAN User Training Social Media Management Documentation