Kevin Gitau

Resolve first-line SaaS and internal application support requests through Jira, tracking each case through to closure. Administer Microsoft 365 and Microsoft Entra ID access, including MFA and Conditional Access.

Provided first-line technical support through email and ticketing, resolving authentication, application and performance issues within SLA. Tested API requests and responses in Postman to isolate integration issues and data errors.

Provided first-line support for a financial trading platform, resolving client issues within SLA from first contact to closure. Compiled feedback and issue trends into reports that helped cut repeat incidents by around 25 percent.

Provided technical support and onboarding for customers and field agents on a distributed IoT-enabled platform. Created user guides, training materials and knowledge base articles that reduced repeat support requests.

Acted as technical point of contact for enterprise clients, troubleshooting connectivity and system issues in a 24/7 environment. Monitored enterprise network services across 50-plus client accounts, spotting alerts and coordinating resolution.

Gave first and second-line IT support to staff and clients, resolving hardware, software and connectivity issues through a ticketing system. Investigated loss-of-service incidents, ran initial diagnostics and routed them to the right teams.

Assisted with Active Directory account setup and access management for enterprise users. Investigated service interruptions through log analysis and passed findings to senior engineers with clear context.

APIsec Certified Practitioner (ongoing).

Completed Ethical Hacking certification.

Grade: Second Class Honours (Upper Division)

Bachelor of Business Information Technology with Second Class Honours (Upper Division).

Completed Google Cybersecurity Specialization.

Completed Manage Identities and Governance in Azure certification.

Completed API Security Fundamentals and API Penetration Testing certifications.

Completed Cisco Network Security: Firewall Technologies certification.

Completed IT Service Management Foundations: Tools certification.

Completed Agile Foundations and Scrum Basics certification.

Completed Databases and SQL for Data Science certification.

Completed Shell Scripting with Bash certification.

Completed CCNA, Switching and Routing, Ethical Hacking, and Cisco Network Security: Firewall Technologies certifications.