Vanessa Nduta
@vanessanduta
Client-focused IT Support Specialist delivering fast Tier 1/2 resolution for remote users.
KenyaWhat I'm looking for
I’m an IT Support Specialist with 7+ years providing Tier 1 and Tier 2 support to global users across corporate and public-sector environments. I handle end users remotely via phone, chat, and ticketing, while bringing strong hands-on capability across Windows desktops, Microsoft 365, Active Directory, Entra ID, VPNs, and printer/peripheral support.
I’m known for resolving issues quickly, keeping ticket documentation clean, and escalating to engineering or Tier 3 when needed. In recent roles, I supported 100+ staff and contributed to roughly 30% less downtime, reduced repeat tickets through training and plain-language guidance, and delivered reliable onsite/remote support with high first-contact resolution—while also supporting enterprise applications like SAP ECC and S/4HANA and writing knowledge base articles that shortened resolution times.
Experience
Work history, roles, and key accomplishments
IT Support Analyst
Skanem Interlabels
Aug 2025 - Present (11 months)
Provide first- and second-line IT support to 100+ staff across desktops, Microsoft 365, print management, and production systems. Handle ticket logging and documentation end to end, reducing downtime and escalating complex cases to the right specialists.
Client Relations Executive
EProd Solutions
May 2024 - Nov 2024 (6 months)
Provided front-line technical and client relationship support for 50+ business clients, owning day-to-day issue resolution and confidence in the service. Onboarded users and accounts on CRM platforms (Salesforce, SugarCRM) and remotely resolved issues while escalating deeper technical cases with clear handover notes.
Technical Support Officer
REREC (Rural Electrification & Renewable Energy)
Apr 2023 - Apr 2024 (1 year)
Delivered hybrid onsite and remote support to 100+ users, resolving software, hardware, and network problems and maintaining high first-contact resolution. Supported enterprise applications including SAP ECC and S/4HANA and delivered training on Windows, macOS, and SAP platforms to reduce help-desk ticket volume.
IT Support Officer
Ministry of Education
Oct 2021 - Oct 2022 (1 year)
Supported 400+ users across multiple sites, resolving most issues within SLA to keep services available. Diagnosed hardware, software, and connectivity faults and created step-by-step knowledge base and troubleshooting guides to shorten resolution time.
IT Associate
Morgan Wright Limited
Jan 2020 - Sep 2021 (1 year 8 months)
Provided day-to-day desktop, hardware, and software support, including setting up devices and accounts and handling everyday user requests. Maintained equipment and basic network connectivity, escalating issues requiring deeper technical work.
Education
Degrees, certifications, and relevant coursework
St. Paul’s University
Bachelor of Science, Business & Information Technology
Earned a Bachelor of Science in Business & Information Technology from St. Paul’s University.
Tech stack
Software and tools used professionally
Availability
Location
KenyaAuthorized to work in
Job categories
Skills
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