Billy Chongin

IT Support Specialist with 6+ years of experience delivering Level 1 and Level 2 onsite and remote support in a multi-site retail environment. Independently manages 20-50 service requests daily and supports more than 6,000 users across 114 stores. Experienced in Microsoft 365 administration, Active Directory, Windows endpoint deployment, network and hardware troubleshooting, ITIL-aligned incident management, and Microsoft Dynamics 365 ERP rollout and hypercare.

IT Support Agent at Naivas Limited (2020 – Present)

• Independently manage 20-50 daily service requests for more than 6,000 onsite and remote users across 114 retail stores, prioritising incidents by urgency and business impact.
• Diagnose and resolve Windows 10/11, Microsoft 365, hardware, printer, connectivity and user-access incidents through Remote Desktop, TeamViewer, AnyDesk and Quick Assist.
• Administer user accounts, permissions and access in Active Directory and Azure Active Directory, including onboarding, role changes, password support and offboarding.
• Configure, image, deploy and maintain laptops, desktops, printers and peripheral devices while supporting IT asset control.
• Support Outlook, Teams, OneDrive, SharePoint, Exchange Online and Microsoft Dynamics 365, escalating complex incidents with clear diagnostic notes and business-impact details.
• Create knowledge articles and user guides, deliver practical end-user training, and coach users remotely to resolve recurring issues and improve self-service.
• Provide remote triage, troubleshooting, user communication, escalation and follow-through from ticket logging to closure, maintaining service continuity across distributed locations.

Bachelor’s Degree in Information Technology – Mount Kenya University (2025)

Diploma in Information Technology – Institute of Advanced Technology (2020)