Craig Mthika

Senior IT Infrastructure & Systems Administrator with 10+ years of experience supporting and managing enterprise infrastructure, Microsoft 365 platforms, virtualization, networking, and cybersecurity solutions. Demonstrated success in leading IT operations, administering business-critical systems, and delivering secure, reliable technology services. Strong expertise in Microsoft 365, Entra ID, VMware, FortiGate, Veeam, and Windows Server environments.

Senior IT Support Technician / Site IT Lead - Packaging Management Services

(2023)

• Lead IT operations and infrastructure support across multiple business locations.
• Act as senior escalation point for complex technical incidents and infrastructure-related issues.
• Administer Microsoft 365 environment including Exchange Online, Teams, SharePoint Online, OneDrive, and Entra ID.
• Manage Active Directory user accounts, permissions, group policies, and security controls.
• Support and maintain Windows Server environments and core business services.
• Administer VMware virtual infrastructure including server provisioning and maintenance.
• Manage Veeam backup operations and disaster recovery processes.
• Configure, monitor, and troubleshoot FortiGate firewall environments.
• Support Cisco Catalyst C9800 wireless infrastructure and enterprise wireless connectivity.
• Manage Ubiquiti UniFi wireless controller environments.
• Maintain enterprise email security using Mimecast.
• Deliver infrastructure upgrades, hardware refreshes, and technology improvement projects.
• Coordinate third-party vendors, service providers, and support partners.
• Ensure compliance with IT policies, security standards, and operational procedures.
• Improved stability and performance of site infrastructure through proactive maintenance and monitoring.
• Successfully supported Microsoft 365 administration and user management across multiple departments.
• Reduced downtime through improved escalation processes and preventative support measures.
• Led infrastructure upgrade initiatives while maintaining business continuity.

Level 2 IT Support Technician - Newmantle

(2020 - 2023)

• Provided advanced technical support for desktop, server, network, and Microsoft 365 environments.
• Administered Active Directory, DNS, DHCP, and Windows Server services.
• Supported Microsoft Exchange Online and Azure/Entra user administration.
• Managed VMware virtual servers and infrastructure monitoring.
• Assisted with backup administration and recovery processes using Veeam.
• Performed network troubleshooting and infrastructure support activities.
• Managed endpoint security and patch management activities.
• Participated in server migrations and infrastructure improvement projects.
• Maintained technical documentation and operational procedures.
• Consistently achieved SLA targets.
• Reduced recurring technical issues through root cause analysis and process improvements.
• Supported successful migration and infrastructure enhancement projects.

IT Support Technician - Packaging Management Services

(2018 - 2020)

• Delivered end-user support for desktop, laptop, mobile, and printer environments.
• Managed Active Directory accounts and permissions.
• Supported network infrastructure and business applications.
• Assisted with Microsoft Office 365 support and administration.
• Logged and resolved incidents using service desk platforms.
• Provided remote and onsite user support.

Infrastructure Assistant - Pail Pac

(2015 - 2017)

• Supported IT infrastructure and networking projects.
• Maintained computer systems and peripheral devices.
• Assisted with cabling, connectivity, and hardware installations.
• Performed system troubleshooting and maintenance activities.
• Supported server and network administration teams.

CompTIA A+ (Information Technology) - Boston City Campus & Business College (2023)

Business Administration Services (Level 3) - PMI, Durban (2021)