Gift Phiri

I’m an IT Support / Operations professional with 6+ years’ experience supporting distributed teams across EMEA, USA and APAC in fast-paced, SaaS-first environments. I’m strong in support operations, ITSM/SaaS administration, and end-user computing, with a focus on clear communication, triage discipline, and measurable outcomes.

In my most recent role, I provided L2 support for 1,000+ users across Windows and macOS, consistently meeting SLA expectations by prioritising queues effectively and driving incidents to closure. I administered Microsoft 365/Exchange, Entra ID (Azure AD) / Active Directory, and Okta, owning access governance and incident response while keeping stakeholders accurately updated.

I’ve led complex operational execution under pressure—supporting site closures in Ireland and Shanghai, including secure wipe and disposal processes without local IT presence. I also acted as the primary responder for a critical after-hours server-room cooling/leak incident, coordinating containment and escalation to protect infrastructure and restore continuity.

I build for consistency and scale: I standardised support workflows and created runbooks for incidents, user provisioning, and common endpoint/VoIP/browser issues to reduce repeat tickets. From acquisition transitions (Blue Nile → Signet/R2Net) to endpoint lifecycle management using WDS/MDT, Kandji, and Intune pilot/testing, I focus on adoption with minimal disruption and long-term operational reliability.