IT Support & Security Specialist

ZICO OTIENO KADIR

****.*****@*******.*** +254********* Nairobi, Kenya

Professional Summary

Results-driven IT and Telecom Specialist with over 10 years of experience in IT infrastructure management, technical support, and team leadership across multi-country operations. Expert in Microsoft 365 administration, Intune management, Azure, and data security protocols. Proven ability to lead IT support teams, develop standard operating procedures, conduct vulnerability audits, and deliver comprehensive user training. Adept at IT asset lifecycle management, vendor oversight, and ensuring operational IT continuity. Skills

Azure administration

Intune management

Cloud security

API automation

IT troubleshooting

Security protocols

Help desk support

Remote support

Client assistance

SOP development

Vendor oversight

GSM/ Telecom maintenance

Experience

FedEx Express Ltd Nairobi, Kenya

Technology Services Specialist I

06/2020 – 03/2026

Administered and managed Microsoft 365 environments, Including, Azure/Entra ID, Active directory managing Kenya computers, ensuring secure and eƯicient device and user management.

Conducted Internal IT security audits liaising with audit teams, identifying high-risk vulnerabilities and implementing robust data security protocols to protect sensitive company data.

Spearheaded API automation initiatives, enhancing operational eƯiciency and generating significant annual customer leads.

Managed customer inquiries, resolving issues to improve overall service experience.

Assisted in training new staƯ on operational procedures and service standards.

Identified and implemented improvements to existing systems, enhancing functionality.

Created and updated IT standard operating procedures (SOPs) in compliance with corporate policies, ensuring consistent IT service delivery.

Managed email systems and resolved service issues by liaising between customer and operational teams ensuring minimal disruption to critical operations.

Delta Handling Services Nairobi, Kenya

Technical Support Specialist – Team

Lead

07/2018 – 05/2020

Led and mentored technical support team spanning 5 Pan African countries, ensuring high-quality IT service delivery and minimal downtime.

Monitored queues and assisted with daily goals while conducting quality control to enhance procedures and minimize errors.

Provided advanced hardware and software troubleshooting and help desk support across the board.

Assisted users with troubleshooting and resolving IT-related problems eƯiciently.

Collaborated with team members to streamline IT support workflows and improve services.

Delivered training sessions on new software tools and best practices for staƯ.

Developed user guides and documentation for common IT processes and systems.

Coordinated vendor management for service requests and equipment repairs, overseeing the IT asset lifecycle from maintenance to decommissioning.

Implemented security protocols to protect sensitive company data aligning with best practices for data backup and recovery.

Collaborated with other teams to implement strategies that improved client experience and supported overall productivity. Pan Africa Express Transport Ltd

Nairobi, Kenya

IT Support Specialist

11/2009 – 06/2018

Resolved IT issues promptly, ensuring minimal disruption to operations.

Provided comprehensive IT support for employees across Kenya, Uganda, Tanzania, Rwanda, Burundi, and Ethiopia, resolving IT issues promptly to ensure operational continuity.

Collaborated with coworkers to diagnose and resolve IT issues eƯectively.

Installed, configured and performed preventive maintenance on computer hardware and software for optimal performance.

Facilitated technical troubleshooting for coworkers, enhancing problem resolution skills.

Documented common support procedures for easy reference, functioning as an educational resource for end-users.

Prioritized critical workloads, addressing high-importance issues first.

Conducted network security checks, identifying vulnerabilities and implementing corrective measures to maintain infrastructure integrity.

Used remote login tools to assist clients with technical troubleshooting, resolving high-priority workloads eƯiciently. Dewcis Solutions Ltd Nairobi, Kenya

Assistant IT Support OƯicer

08/2008 – 09/2009

Provided remote and onsite support client companies, enhancing user experience and operational reliability.

Monitored network performance to maintain optimal uptime; performed data recovery, backups, security patching and hardware repairs.

Maintenance and repair of all client computers and telephone equipment.

Data recovery, backup, security and patching

Negotiated contracts and agreements with vendors and partners, ensuring cost-eƯective and timely equipment servicing.

Championed initiatives for innovation and continuous improvement, fostering a culture of eƯiciency.

Monitored and reported on operational performance metrics.

Analyzed key performance indicators to identify eƯective strategies.

Set specific goals for projects to measure progress and evaluate end results.

Education

University of East London (UNICAF Online Program) London MSC. in Computer Science 08/2023

GPA: Pass with Distinction – 78%

University of East Africa, Baraton Eldoret, Kenya BSC. in Software Engineering 07/2008

GPA: 3.54 ( Magma Cum Laude)

Njabini Boys High School South Kinangop, Kenya

Kenya Certificate of Secondary Education 12/2000

Grade: B-

References

Billy van Zyl, Manager Information Technology, FedEx Express South Africa, ZA/JNBHQ, *****.***@*****.***, +27-103******

Craig Johnston, Project/ Process Analyst-Senior (ID), FedEx Express South Africa, ZA/JNBHQ, *****.********@*****.***, +27-13-437****

Hobbies and Interests

AI, ML, Autonomous cars, Robotics

Basketball

Books

Singing

Personal Information

Date of Birth: 11/20/82

Marital Status: Single

Languages

Kiswahili

English

Contact this candidate