Open to opportunities

Kaptum Gladys

@kaptumgladys

Technical Support Specialist,4+ yrs experience, 98% uptime track record. Skilled in ADM365 remote troubleshooting. Nairobi-based, open to remote Us/EU

Kenya

Message

What I'm looking for

I'm looking for a remote technical support or IT support role where I can resolve user issues, support reliable systems, collaborate with global teams, and continue growing in dynamic IT environments.

I've delivered first- and second-line technical support at Danka Africa (K) Group Limited and BSmart Solutions Limited, resolving end-user issues across phone, email, remote, and on-site channels.

At BSmart Solutions, I supported more than 100 users, maintained 98% system uptime, exceeded SLA targets, and administered over 150 Active Directory and Microsoft 365 user accounts. I also configured routers, switches, and firewalls while improving support workflows through documentation and recurring-issue analysis.

I enjoy helping people use technology confidently through practical troubleshooting, user training, and dependable service.

Experience

Work history, roles, and key accomplishments

ICT Technical Support

Danka Africa (K) Group Limited

Feb 2023 - Jan 2025 (1 year 11 months)

Provided first- and second-line technical support to end-users via phone, email, and on-site. Installed, configured, and maintained desktops, laptops, printers, and enterprise software.

Technical Support Troubleshooting LAN WAN VPN Active Directory Microsoft 365 System Administration Customer Service

IT Support

Bsmart Solutions Limited

Mar 2019 - Jan 2023 (3 years 10 months)

Delivered Tier 1 & 2 support for 100+ users, maintaining 98% system uptime and exceeding SLA targets. Diagnosed and resolved hardware, software, and network issues in Windows and Microsoft 365 environments.

Technical Support Troubleshooting Windows Microsoft 365 Active Directory Network Administration Customer Service Documentation