At CCI GLOBAL, I managed a 24/7 service desk operation, coordinating monitoring, incident response, and technical support across four sites. Proactive monitoring and intervention helped reduce service downtime by 40%.
As IT Service Desk Team Lead, I coordinated high-impact incidents and post-incident reviews. I created Power BI dashboards to track incident trends, SLA adherence, and system health.
Earlier at CCI GLOBAL, I managed 600+ incidents as an IT Service Desk Administrator and resolved 1,200+ technical incidents as a Level 1 IT Engineer. At EASTAFRICAN BREWERIES LIMITED, I monitored an IoT platform and helped map 5,000+ asset records with 99.9% data accuracy.
