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Micah Momanyi

@micahmomanyi

10+ yr Tech Support Analyst & SysAdmin. Cloud (AWS/Azure), M365, networking, security. Reliable remote support. Problem-solver

Kenya

Message

What I'm looking for

Seeking remote Technical Support/SysAdmin role. 10+ years in cloud infrastructure (AWS/Azure/GCP), M365/Google Workspace, network security, and ITSM. I value autonomy, complex troubleshooting, and collaborative teams. Passionate about continuous learning, documentation, user training, and long-term growth in a stable environment.

I'm a Technical Support Analyst and Systems Administrator with 10+ years of experience serving international clients across SaaS, gaming, fleet technology, and IT services. I specialize in remote technical support, cloud infrastructure (AWS, Azure, GCP), Microsoft 365/Google Workspace administration, and network security (firewalls, VPNs, VLANs).

I've delivered infrastructure planning and deployments, security audits, patch management, and disaster recovery solutions for SMBs and enterprise clients. I own the full support lifecycle — triage, troubleshooting, escalation, documentation, and user training — and excel at translating technical complexity for non-technical users.

My technical toolkit includes Active Directory/Azure AD, Windows/Linux servers, PowerShell/Bash automation, SQL databases, and ITSM platforms. I'm also experienced in identity management (MFA, SSO, RBAC), endpoint protection, and monitoring tools like SolarWinds and Nagios.

I thrive in remote, fast-paced environments where I can solve problems independently, keep teams productive, and continuously learn emerging technologies.

Experience

Work history, roles, and key accomplishments

Customer Support Analyst

Loaded/CDKeys

Jun 2025 - Aug 2026 (1 year 2 months)

I provide frontline customer support for digital gaming and software products via email, chat, and ticketing systems. I handle high-volume queues, resolve issues with product keys, activation, billing, and account access, collaborate with fraud and payments teams, document technical issues, and maintain high customer satisfaction.

Analytical Thinking Billing Disputes Troubleshooting Process Understanding User Access Reviews (UARs)Problem Solving Problem Management Hardware And Software Asset Management

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 Systems Administrator

Self Employed

Dec 2021 - Dec 2022 (1 year)

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

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

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.

Tier 1 Support Workstation Configuration Training Documentation Backup Ticketing Systems Security

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

Education

Degrees, certifications, and relevant coursework

Zendesk Academy

Zendesk Agent, Zendesk workflows

2026 - 2026

Zendesk Certified Agent skilled in managing customer support requests, navigating the Zendesk Agent Workspace, and delivering resolution-first service across email, messaging, and voice channels