Open to opportunities

Kevin Sammy

@kevinsammy1

Support Operations professional dedicated to delivering high-quality, documentation-driven resolutions. Having served as the sole point of contact for

Kenya

Message

What I'm looking for

I'm looking for a remote support role where I can resolve complex requests, document decisions clearly, prioritize competing cases, and contribute independently within a distributed team.

At Kitengela International Schools, I serve as the sole ICT point of contact for 500+ users across multiple campuses, resolving requests independently and running ticket operations through Zendesk and Jira Service Desk.

Previously at Damavand Trading East Africa, I delivered Tier 1 and Tier 2 support for 50+ end users via phone and email. I bring over five years of support experience, using structured judgment, clear documentation, and professional communication to resolve ambiguous cases and escalate appropriately.

Experience

Work history, roles, and key accomplishments

Current

Acting Head of ICT

Current

Kitengela International Schools

Apr 2022 - Present (4 years 6 months)

Sole point of contact for 500+ users across multiple campuses, resolving requests directly with no team to delegate to or escalate through. Triaged incoming requests by urgency and complexity, resolving straightforward cases directly and identifying which required deeper investigation or judgment.

Zendesk Jira Service Desk Documentation Triage Dispute Resolution Written Communication Prioritization Cross Cultural Communication Remote Work

IT Support Engineer

Damavand Trading East Africa

Oct 2019 - Mar 2022 (2 years 5 months)

Provided Tier 1 and Tier 2 support to 50+ end users, resolving requests via phone and email and documenting outcomes consistently. Escalated complex or policy-sensitive cases to appropriate teams and followed up to confirm resolution.

Tier 1 Support Tier 2 Support Phone Support Email Support Documentation