Kevin Gitau

• Resolved hardware, software, network, and account issues daily across Azure-hosted SaaS platforms, closing 95 percent
plus of tickets within SLA through structured triage and root cause analysis.
• Pinpointed critical failure points through application log analysis and SQL query outputs, achieving a 30 percent reduction
in mean time to resolution.
• Administered Azure Active Directory and Microsoft Entra ID including user provisioning, MFA enrollment, group policy
configuration, and access deprovisioning, maintaining zero standing access violations throughout.
• Tracked platform health in real time using Grafana, Prometheus, and Azure Application Insights, detecting and resolving
anomalies before customer impact occurred.
• Conducted container security assessments using Trivy and Docker Scout, identifying and remediating Critical and High
CVEs across deployment pipelines prior to production release.
• Performed web application security assessments identifying HTTP security header vulnerabilities and API authentication
weaknesses, producing detailed remediation reports for engineering teams.
• Validated API endpoints using Postman during deployment cycles, flagging regressions to engineering with full
reproduction steps and log evidence before releases went live.
• Automated monitoring and reporting tasks using Azure Logic Apps, cutting manual operational overhead by 40 percent.
• Escalated complex issues to engineering teams with full diagnostic context, reducing resolution time and unnecessary back
and forth across teams.
• Maintained SOPs, runbooks, and knowledge base articles that improved team consistency and reduced repeat escalations
across the support function.

• Triaged and resolved 20 plus production incidents monthly across financial trading platforms, analysing application logs,
database records, and API responses to isolate root causes in a regulated fintech environment.
• Executed SQL queries to validate transaction records across trading workflows, resolving 100% of data-layer incidents.
• Monitored background job execution and batch processing pipelines, detecting silent failures early and flagging diagnostic
context before downstream data issues or client-facing disruptions occurred.
• Participated in QA activities for new modules, features, and platform changes, executing test cases across staging
environments and documenting regression findings before changes reached production.
• Escalated complex and unresolved issues to L2 engineering teams with full diagnostic context including reproduction steps,
log extracts, and business impact, ensuring immediate action without unnecessary back and forth.
• Produced and maintained user guides, installation guides, and technical documentation following every platform change,
ensuring all materials were accurate and accessible across the team at all times.
• Collaborated with development and operations teams across United States and France time zones, providing diagnostic
inputs that accelerated debugging and reduced engineering response time by 20 percent.
• Gathered structured user feedback after incident closures and compiled findings into internal trend reports that shaped
product prioritisation decisions for senior management.

• Handled 20 to 40 plus tickets per week across incidents and service requests for production IoT and payments-enabled
platforms, maintaining full SLA compliance throughout.
• Queried the SQL databases to investigate discrepancies, and confirm correct system states during incident investigations.
• Tracked real-time IoT device health across 3000 plus connected devices using AWS CloudWatch, proactively detecting
faults and coordinating resolution before issues impacted field operations.
• Documented 50 plus recurring issues and operational procedures, reducing average resolution time by approximately 20
percent across the support team.
• Supported post-deployment monitoring and validation across 10 plus releases, confirming infrastructure stability before
changes went live.
• Produced user-facing guides and training materials that improved agent self-sufficiency and reduced repeat support
requests across the network.
• Supervised team operations across shifts, assigning tasks, setting priorities, and ensuring consistent service delivery and
SLA compliance at all times.

• Monitored 50 plus enterprise client accounts via BMC Remedy, maintaining real-time performance visibility and achieving
99 percent SLA adherence throughout.
• Resolved 100 plus network faults within agreed timeframes, maintaining clear and professional communication with
enterprise clients throughout every incident cycle.
• Identified recurring infrastructure issues and raised structured findings with improvement recommendations, driving a 10
percent improvement in network reliability across the team.
• Produced detailed incident logs and regular operational summaries for internal stakeholders, highlighting trends that
influenced infrastructure decisions.

• Provided end-to-end IT support to internal staff across hardware, software, network, and connectivity issues, resolving
incidents within agreed timeframes and maintaining high user satisfaction throughout.
• Administered Windows Server environments including user account management, group policy configuration, system
configuration, and software installation and updates across the organisation.
• Supported and maintained virtualised environments, assisting in setup, troubleshooting, and performance optimization
across the infrastructure.
• Investigated and managed loss of service incidents, performing initial diagnostics, isolating root causes, and escalating to
appropriate teams with full context to ensure timely resolution.
• Supported new staff onboarding by configuring devices, setting up user accounts, and walking new users through IT
systems and tools to ensure productivity from day one.

• Provided 2nd line support for 20 plus enterprise systems and network services in a live production environment alongside
senior engineers.
• Configured 10 plus network devices and implemented basic firewall and access control configurations under senior
engineer supervision.
• Executed system monitoring and fault isolation to identify root causes of service disruptions, maintaining 99 percent
service availability throughout.
• Maintained accurate documentation of configurations, changes, and incidents to support audits and operational continuity.