Brian Mulwa

IT Service Delivery Professional with 5 years of experience in Incident Management, Service Desk Operations, and Technical Support aligned with ITIL 4 best practices. Proven track record of managing Major Incidents, improving SLA compliance to 99%, and implementing Risk Management protocols within the ITIL Service Value System. Adept at bridging the gap between technical teams and stakeholders to drive process improvements.

TECHNICAL SKILLS

• IT Service Management (ITIL 4): Incident Management, Problem Management, Service Request Management, SLA Monitoring, Change Enablement, Continual Improvement, Knowledge Management, Service Desk best practices.
• Tools & Platforms: ManageEngine, ServiceNow, Jira, Zendesk, Microsoft Teams, Active Directory, Office 365.
• Operating Systems: Windows 10/11, Linux (Ubuntu, Fedora), macOS, Android.
• Hardware: PC Imaging, Hardware Troubleshooting, Peripheral Setup, Network Configuration.
• Soft Skills: Stakeholder Communication, Root Cause Analysis, Team Leadership, Documentation.

Bachelor of Science in Computer Technology

Murang'a University of Technology | 2018 – 2022

• Second Class Honours, Upper Division
• Relevant focus: Windows 10 imaging, hardware/software integration, network fundamentals
• Directly aligns with IT infrastructure, endpoint management, and technical support competencies

Kenyatta University | Jun 2022 – Jul 2022

• Foundational training in risk awareness, security best practices, and compliance principles
• Supports Risk Management and secure service delivery capabilities highlighted in my CV.

• Computer Packages Certificate (Machakos Institute): Core digital literacy & Office productivity
• KCSE (Mumbuni Boys' School): Strong STEM background (A- in Mathematics & Physics)