David Abiya

IT Support & Systems Administrator with over 10 years of experience delivering Tier 1 and Tier 2 technical support, systems administration, helpdesk operations, Microsoft 365 administration, network support, user account management, and enterprise application support. Experienced in troubleshooting Windows, macOS and network environments, administering Active Directory and Microsoft 365 services, supporting software deployments, training end users, maintaining ICT documentation, and collaborating with vendors and internal technical teams to resolve complex issues. Strong customer service orientation with proven experience supporting mission-critical business systems, maintaining SLA compliance, and ensuring high system availability.

Senior Systems Support Associate at SK Consultancy Limited (2022-02 – 2025-05)

• Delivered Tier 1 and Tier 2 technical support via phone, email, remote access, and onsite support.
• Logged, tracked and resolved incidents through Zendesk while meeting agreed service levels (SLAs).
• Installed, configured and supported Windows, macOS and enterprise software applications.
• Administered Microsoft 365 user accounts, Outlook, Exchange Online mailboxes, licensing and password management.
• Supported Active Directory user administration including account creation, modification, permissions and password resets.
• Assisted users with Outlook, Microsoft Teams, OneDrive and Microsoft Office application issues.
• Diagnosed and resolved hardware, software, operating system and network connectivity issues.
• Escalated complex technical issues to senior engineers and vendors while maintaining communication with users.
• Maintained ICT documentation, knowledge base articles and standard operating procedures.
• Performed preventive maintenance, backups, patch management and system health monitoring.
• Coordinated ICT vendors during installations, upgrades and maintenance activities.
• Maintained ICT asset inventory and lifecycle documentation.
• Supported ICT security initiatives including antivirus management, endpoint protection and user access controls.
• Assisted in software implementation, user onboarding and end-user training.

ICT Lead (Coordinator & Instructor) at Rafiki wa Maendeleo Trust & Rarieda Training & Resource Centre (2020-01 – 2021-12)

Managed day-to-day ICT operations and end-user support as ICT Coordinator and planning, teaching, and supporting instructional programs as ICT Instructor.

• Administered user accounts and ICT access rights.
• Supported business continuity, backup and disaster recovery procedures.
• Maintained ICT systems, databases and organizational networks.
• Coordinated system upgrades and software implementations.
• Produced ICT reports and monitored system performance.
• Worked with external vendors to resolve infrastructure and application issues.
• Maintained ICT policies, documentation and inventory records.
• Trained users on ICT systems and business applications.
• Managed and oversaw the organization's ICT infrastructure, including strategic planning, policy implementation, and sourcing in line with an organization's requirements, policies, and procedures.
• Participated in the development, implementation, and maintenance of policies, objectives, and short- and long-range IT planning, with an emphasis on advocating for the needs of the area(s) supported; implemented tracking and evaluation programs to assist in the accomplishment of established goals.
• Network Management and Security (using SOPHOS XG 21).
• Kept accurate up-to-date registers of classes taught, attendance, scores including schemes of work.
• Provided advise on best materials and equipment needs for existing and proposed courses.
• Helped with student interviews and course enrollments.
• Took active part in the marketing of the institution.
• Delivered appropriate personnel actions, educational and training programs to ensure high-quality professional staff performance in the area(s) of oversight.
• User training and imparting of IT-Based skills.

IT Support Associate/IT Assistant at Easy Events & Outdoors (K) Ltd (2012-01 – 2018-06)

• Delivered first and second-line technical support across multiple business departments.
• Managed Microsoft Active Directory administration and user lifecycle management.
• Configured desktop, laptop, printer and peripheral devices.
• Installed and upgraded software applications and operating systems.
• Managed helpdesk requests and resolved incidents within SLA.
• Maintained network infrastructure including LAN/WAN connectivity.
• Supported software rollouts and user training.
• Produced technical documentation and support procedures.
• Coordinated vendor support and software licensing.

ICT Support Technician at Compulynx Nyanza (2004-09 – 2005-06)

• Installed, configured and supported client software solutions and business applications.
• Delivered first-level technical support to customers via phone, email, remote access and onsite visits.
• Performed software installations, upgrades and user acceptance support.
• Trained users on software functionality and application usage.
• Diagnosed software, hardware and network issues and implemented timely resolutions.
• Documented customer environments, configuration procedures and support solutions.
• Logged, tracked and closed customer support tickets.
• Escalated complex software issues to development and senior technical teams.
• Performed onsite customer support, maintenance and software deployment.
• Provided post-implementation support to ensure successful adoption.

Higher Diploma in Management Information Systems - IMIS-IT – Kenya School of Monetary Studies (2000-01 – 2003-07)