Open to opportunities

Micah Momanyi

@micahmomanyi

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Technical Support Analyst with 10+ years resolving complex IT issues.

Kenya

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What I'm looking for

I seek hands-on technical support or systems administration roles where I can resolve complex issues, train users, collaborate with vendors, and improve uptime in a customer-focused, growth-oriented environment.

I am a friendly, experienced Technical Support Analyst with over 10 years providing telephone, email and remote support for software and hardware products, including GPS tracking devices, SaaS platforms, and Windows/Mac systems. I consistently take ownership of customer issues and deliver end-to-end resolutions while maintaining positive communications under pressure.

My background spans IT systems administration, help desk triage, network and firewall configuration, database administration, and onboarding/training for internal and external users. I have repeatedly collaborated with vendors, performed system testing and monitoring, created technical documentation, and produced reports and Excel analyses to drive uptime and service quality.

I am dedicated to continuous improvement and dependable service delivery, combining technical depth (Google Workspace, Microsoft 365, SQL, VMware, SonicWALL, TCP/IP) with strong customer-service skills to train staff, manage support tickets, and implement preventive maintenance and deployment processes.

Experience

Work history, roles, and key accomplishments

Current

IT Systems Administrator

Current

Self Employed

Jan 2021 - Present (5 years)

Managed client IT systems including servers, networks, user accounts and backups; diagnosed and resolved hardware, software and network issues while maintaining documentation and preventive maintenance.

Network Administration Desktop Support User Account Maintenance Troubleshooting ITSM

Technical Support Analyst

GoFleet & Zenduit

Jan 2023 - Dec 2023 (11 months)

Provided telephone, email, and remote support for ZenduIT and GoFleet customers, diagnosing hardware and software issues and performing onboarding and training to ensure uptime and client satisfaction.

Remote Support Database Administration Troubleshooting Customer Escalation

IT Support / Salesperson

Als Pride Limited

Jan 2018 - Dec 2021 (3 years 11 months)

Provided Tier 1 support, system installations and repairs while using CRM and ticketing systems to manage customers and support workflows and assisted customers with product selection and after-sales support.

Ticketing Systems CRM System Configuration Customer Service Sales Support Technical Training

IT Support / Salesperson

Delights Japan Company Limited

Jan 2013 - Dec 2018 (5 years 11 months)

Delivered desk-side Tier 1 IT support, maintained servers and backups, created user accounts and documentation, and supported sales through training, presentations and CRM-managed customer journeys.

Tier 1 Support Backup Documentation CRM Technical Training Ticketing Systems Sales Presentations

Information Technology Intern

Independent Electoral Boundaries Commission

Jan 2013 - Dec 2013 (11 months)

Supported procurement coordination, provided desk-side IT assistance, configured workstations and documented technical issues to support operational continuity.

Help Desk Support Documentation Ticketing Systems User Training Backup Procedures Troubleshooting

IT Support Consultant

Independent Electoral Boundaries Commission

Jan 2013 - Dec 2013 (11 months)

Provided vendor coordination, Tier 1 support, workstation setup and IT training while documenting issues and ensuring data backups and security for commission operations.