Open to opportunities

Richard Maina

@richardmaina

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Customer-focused IT Support Specialist skilled in system administration, cloud platforms, and troubleshooting.

Kenya

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What I'm looking for

I am seeking a hands-on IT support or system administration role where I can solve technical issues, improve processes, work collaboratively, and grow my cloud and network skills.

I am a dedicated IT Support Specialist with practical experience in system administration, network support, and end-user assistance across Windows and macOS environments.

I have supported Active Directory, deployed and maintained systems, and managed Microsoft 365 administration while providing Tier 1 and Tier 2 technical support for onsite and remote users.

My remote role handling ticketing systems (Jira, Freshdesk, Zendesk) and SaaS platforms such as Salesforce and Microsoft 365 has improved incident resolution and user satisfaction.

I hold a BSc in Information Technology, relevant certifications, and a continuous-learning mindset focused on reliable operations, documentation, and collaborative IT projects.

Experience

Work history, roles, and key accomplishments

Current

IT Support Specialist

Current

Total Solutions Limited

Sep 2024 - Present (1 year 2 months)

Provide remote and onsite technical support for hardware, software, and networking, manage SaaS platforms including Microsoft 365 and Salesforce, and resolve tickets via Jira, Freshdesk, and Zendesk to improve client IT reliability.

Salesforce MacOS Jira Freshdesk Zendesk Remote Support Troubleshooting

Junior System Administrator

Hawk Aviation Ltd

Jan 2024 - Aug 2024 (7 months)

Assisted in configuring and maintaining servers, workstations, and network devices, supported Active Directory and Microsoft 365 administration, and implemented backups and preventive maintenance to improve uptime.

Windows MacOS Active Directory System Monitoring Backup Troubleshooting Network Fundamentals

Education

Degrees, certifications, and relevant coursework

Multimedia University, Kenya

Bachelor of Science, Information Technology

Completed a Bachelor of Science in Information Technology with coursework and practical training in systems administration, networking, and cloud services, finishing November 2024.