Open to opportunities

Sharon Moraa

@sharonmoraa

Senior IT and Application Support Specialist delivering secure, reliable logistics operations and fast issue resolution.

Kenya

Message

What I'm looking for

I’m looking for a role where I can support mission-critical logistics or security systems, own SLAs and incidents end-to-end, collaborate with developers, and use automation/AI to improve workflows, reliability, and user experience across teams.

I’m a skilled IT and Application Support Specialist with 4 years of hands-on experience across logistics and security environments. I manage complex IT issues for multi-departmental and remote teams, delivering dynamic and reliable IT solutions with minimal downtime.

In my Senior Application Analyst role, I provide application and end-user support for logistics systems, handling incidents and service requests through Jira Service Management and prioritizing within defined SLAs. I troubleshoot software and integration issues, perform root cause analysis, and coordinate with development teams for escalated cases to keep services stable.

I also strengthen security and access controls by maintaining user accounts, permissions, and system configurations. I support Microsoft 365 administration (Teams, Outlook, SharePoint, and user license management), maintain email security using Barracuda tools, and improve workflow efficiency with AI—building and deploying AI agents using Rovo to automate Jira workflows.

Earlier at WS Insight, I provided virtual IT support across 7 countries, monitored LAN/WAN performance, and supported day-to-day operations by setting up new computers, user accounts, and productivity systems. I also supported security operations—conducting daily checks on remote access, surveillance, and alarm setups, maintaining cybersecurity controls (firewalls, password protection, antivirus), and commissioning video management software across client premises in 5+ countries.

Experience

Work history, roles, and key accomplishments

Senior Application Analyst

Griffin Global Technologies

Sep 2025 - Feb 2026 (5 months)

Provided application and end-user support for logistics systems, resolving incidents and service requests in Jira Service Management within defined SLAs while troubleshooting integrations. Managed secure user access and email security using Barracuda, and automated Jira workflows with Rovo and Claude AI alongside Microsoft 365 and HubSpot CRM administration.

Service Management Application Support Incident Management Root Cause Analysis Microsoft 365 Administration Claude HubSpot SLA

IT Support Specialist

WS Insight

Mar 2023 - Feb 2025 (1 year 11 months)

Provided technical IT support and troubleshooting for daily operations, including setting up computers, user accounts, and required software for staff. Supported virtual IT needs across 7 countries while monitoring network performance, maintaining file/email/messaging systems, documenting SOPs, and delivering user training.

IT Support Troubleshooting SOPs Network Monitoring File Server Support Email Support Hardware Setup User Training

Security Systems Support

WS Insight

Mar 2023 - Feb 2025 (1 year 11 months)

Conducted daily checks on security systems, including software, remote access, surveillance, and alarm setups, supporting security operations and technical staff. Installed, configured, maintained, and upgraded security and video management software, implementing cybersecurity controls (firewalls, password protection, antivirus) for client sites across 5+ countries.

Remote Support Alarm Setup Video Management Security Management Firewalls Antivirus Management

IT Intern

WS Insight

Jan 2023 - Mar 2023 (2 months)

Provided technical support for computer hardware and software issues for interdepartmental functioning. Reviewed issues with existing systems and supported repairs and improvements based on findings.

IT Support System Repair Systems support

IT Intern

WS Insight

Jan 2022 - Aug 2022 (7 months)

Provided technical support for computer hardware and software issues to support interdepartmental operations. Reviewed existing systems, recommended improvements, and assisted with repairs and troubleshooting.

Technical Troubleshooting IT Support System Repair Recommendations