IT Support Desk Engineer

FLAVIOR KERUBO

IT Support Desk Engineer

Rochester, MN 651-***-**** *******.******@*****.***

PROFESSIONAL SUMMARY

Technical support for enterprise applications, Windows platform, and Microsoft products in both healthcare and financial sectors with more than nine years of hands-on experience as an IT support professional.

Experienced in solving hardware and software problems; troubleshooting user accesses, working on Active Directory and Microsoft 365; and handling technical issues following the service management process according to the best practices defined by ITIL and SLAs.

Highly qualified in solving technical issues using a systematic approach and offering responsive and customer-oriented technical support in dynamic environments. Capable of providing support for Windows workstations, user accounts, remote access, VPN, enterprise applications, and endpoints.

TECHNICAL SKILLS

Operating Systems: Windows 10/11, Windows Server, Microsoft 365, Active Directory, Azure Entra ID, Group Policy, Exchange Online

Infrastructure & Networking: TCP/IP, DNS, DHCP, VPN, Network Printing, Wi-Fi Troubleshooting, Windows Server Administration, Endpoint Management, Systems Monitoring

Enterprise Applications: Microsoft 365, Temenos T24, SharePoint, Microsoft Teams, OneDrive, Exchange Online

IT Service Management: ITIL 4, Incident Management, Problem Management, Change Management, Release Management, Root Cause Analysis, SLA Management, Production Support

Support & Administration: User Provisioning, Identity & Access Management, Software Deployment, Patch Coordination, Technical Documentation, End-User Training, Vendor Management, Remote Support

Tools: ServiceNow, Jira, Remedy, Tableau, AWS (Foundational), Systems Monitoring Tools

PROFESSIONAL EXPERIENCE

Senior Application Support Analyst

The Homestead at Rochester – Voice of America

March 2023 – Present

Provide Tier 2 and Tier 3 technical support for more than 500 users, resolving application, identity, and system-related issues while maintaining high service availability.

Troubleshoot Windows-based environments, Microsoft 365 services, Active Directory accounts, and enterprise applications to restore service quickly and minimize user downtime.

Manage user accounts, security groups, and access permissions through Active Directory and Microsoft 365 while supporting organizational security policies.

Investigate and resolve complex incidents using structured root cause analysis, reducing repeat issues and improving overall service quality.

Support change, incident, and problem management processes following ITIL best practices while consistently meeting established SLA targets.

Coordinate software deployments, upgrades, maintenance activities, and production releases with infrastructure teams to minimize operational disruption.

Create and maintain technical documentation, knowledge base articles, and support procedures that improve consistency and accelerate issue resolution.

Deliver technical guidance and end-user training to improve adoption of enterprise applications and reduce recurring support requests.

Collaborate with vendors and internal technical teams to troubleshoot production issues, validate fixes, and maintain stable business operations.

Participate in scheduled on-call support for critical production incidents.

Senior IT Service Desk Analyst

Sidian Bank

January 2016 – February 2023

Supported business-critical banking applications serving branch offices, digital banking platforms, ATMs, and internal operations while maintaining strict service-level commitments.

Diagnosed application failures, system errors, and user-reported issues by analyzing logs, validating configurations, and coordinating timely resolutions.

Worked closely with infrastructure, database, and vendor support teams to resolve production incidents and improve system reliability.

Performed user account support, access management, production monitoring, and operational health checks across enterprise environments.

Executed daily operational procedures including Close of Business (COB) processing, reconciliation activities, and validation of financial system integrity.

Coordinated software updates, production releases, and system enhancements while minimizing business impact.

Produced technical documentation, operational procedures, and troubleshooting guides that improved knowledge sharing across the support team.

Trained IT staff and business users on system functionality, operational procedures, and incident reporting processes.

Participated in after-hours production support and incident response for critical banking systems.

Partnered with Temenos support engineers to resolve complex application issues and improve overall system performance.

CERTIFICATIONS

ITIL 4 Foundation (AXELOS)

Professional Scrum Master I (Scrum.org)

CompTIA Security+ (In Progress)

EDUCATION

Bachelor of Science in Information Technology

Mount Kenya University

Associate Degree in ICT Management

Institute of Advanced Technology

CompTIA Security+ Training

Rochester Community and Technical College

Contact this candidate