Kinuthia Wachira

IT support and automation engineer with 3+ years of experience in enterprise technical support, ticket management, and systems administration. Proven track record troubleshooting identity, access, and authentication issues across SaaS environments including Google Workspace. Skilled in escalation coordination, incident response, and building runbooks and SOPs that improve operational efficiency.

Experienced in endpoint operations, SSO/MFA configurations, and cross-functional coordination with Security, Infrastructure, and Customer Success teams. Automation-first mindset with scripting and workflow automation experience.

IT Support Engineer - Zurita Company Ltd - Kiambu, Kenya

(2023-01)

• Primary technical support contact for 50+ users, managing tickets for authentication, account access, and endpoint issues
• Automated server health checks and backup verification via n8n workflows, reducing manual monitoring by 90%
• Managed Google Workspace administration: SSO configuration, MFA enrollment support, email routing, and calendar integrations
• Built Notion IT asset dashboard tracking devices, maintenance schedules, and incident reports for endpoint posture visibility
• Authored SOPs and troubleshooting guides, cutting documentation time by 60% and building a knowledge base for tier-1/2 support

System Administrator - Lehigh Recoveries - Nairobi, Kenya

(2023-01 - 2024-12)

• Created automated email routing and calendar scheduling workflows using n8n + Google Calendar API
• Developed Claude Code script to parse server logs and flag anomalies, reducing outage response time
• Managed endpoint operations including device enrollment, access controls, and security posture verification
• Coordinated with internal teams during security-adjacent investigations; maintained written escalation updates for stakeholders

Software Support Engineer - Pergamon Group - Nairobi, Kenya

(2022-01 - 2023-12)

• Built automation tools connecting client CRMs to internal tracking via API integrations, applicable to SaaS troubleshooting
• Provided client-facing technical support resolving issues on-site and remotely for enterprise customers
• Managed support tickets and escalations, tracking issues, owners, timelines, and follow-up actions through resolution

Back-End Developer Intern - Eclectics International - Nairobi, Kenya

(2022-01 - 2022-09)

• Developed RESTful API (Spring Boot, JWT, MySQL, Docker) with hands-on authentication systems and API integration experience
• Wrote test suites and API documentation demonstrating automation-first mindset and strong documentation practices

Bachelor of Computer Science - Computer Science - Moi University (2018-08 - 2023-12)