Denis Kairu
Summary
Results-driven ICT Support and NOC Engineer with experience delivering Level 1 and Level 2 technical support within a banking environment supporting over 8,000 users. Skilled in first-line network diagnostics, LAN connectivity resolution, Active Directory administration, and ITIL-aligned incident management using ServiceNow and other ITSM tools. Proven ability to maintain high system availability through proactive monitoring, SLA-driven support, and collaboration with cross-functional NOC and Cybersecurity teams. Adept at supporting enterprise infrastructure, end-user computing environments, and security-compliant access controls in mission-critical operations.
Overview
9
9
years of professional experience
2
2
Certifications
Work History
IT Service Desk Analyst
Equity Group
Nairobi
03.2025 - Current
- Enterprise Operational Support: I Deliver Level 1 hardware and software operational support across a large enterprise, directly serving over 8,000 users and ensuring high service standards.
- Business Continuity Management: Instrumental in maintaining 99%+ business continuity through comprehensive management of critical end-user infrastructure (PCs, teleconferencing systems, Windows/MS Office environments, and LAN equipment).
- Incident Management & Platform Expertise: Highly proficient in the ServiceNow platform, utilizing it to drive the efficient categorization, prioritization, assignment, and closure of technical incidents.
- Specialized Resolution: Provided dedicated support for the resolution of mobile banking issues, demonstrating versatility in handling critical, user-facing financial applications.
- Cross-Functional Security Collaboration: Partnering with Cyberdefense teams to facilitate the smooth deployment and functionality of Network Access Control (NAC) and Data Loss Prevention (DLP) solutions, significantly enhancing end-user security.
- Network Operations Coordination: Maintained close coordination with the Network Operations Center (NOC) team to deliver seamless network availability and high uptime for the enterprise.
- Network Diagnostics: Delivered first-level diagnostics and efficiently resolved user-reported network connectivity issues to minimize service disruption.
Relationship Officer-Supreme Banking
Equity Bank Limited
08.2019 - 03.2025
- Dedicated professional with a proven record at Equity Bank, Westlands Supreme, excelling in relationship management for High Net Worth Individuals and corporate clients.
- Skilled in proactively driving revenue through the marketing and sales of diverse banking products.
- Possesses strong operational competence, specifically in managing daily term deposits and processing fixed/call deposits.
- Contributed to organizational efficiency by performing Level 1 technical troubleshooting and demonstrating leadership by championing the User Acceptance Testing (UAT) phase for the upgraded Core Banking System.
Information Technology Support Officer
KenGen Kenya
09.2017 - 12.2017
- Installed and configured Cisco VoIP systems, enhancing communication efficiency and reliability.
- Managed procedures for adding user workstations to Active Directory, ensuring security compliance.
- Provided first and second-level technical support, significantly reducing user downtime.
- Executed installation, termination, and testing of structured LAN cabling for reliable network connectivity.
Education
Software Engineering - Full Stack Developer
Moringa School
Nairobi04-2024
KCSE (B Plain) -
Nyeri High School
Nyeri12 2014
KCPE 402/500 -
Benedito Highway Complex
Muranga12 2010
Bachelor's of science - Information Technology
Zetech University
Nairobi11-2019
Master of Science - Cyber Security And Digital Forensics
Open University Of Kenya
KonzaSkills
- Networking: TCP/IP, OSI Model, VLANs, MPLS, SD-WAN, Routing and Switching
- Systems Administration: Windows & Linux
- Identity & Access Management: Active Directory
- IT Service Management: ITIL-aligned Incident & SLA Management
- Security Support: NAC, DLP
- Documentation & Reporting
Certification
HUAWEI CERTIFIED NETWORK ASSOCIATE (HCNA)-ROUTING & SWITCHING
Timeline
IT Service Desk Analyst
Equity Group
03.2025 - Current
Relationship Officer-Supreme Banking
Equity Bank Limited
08.2019 - 03.2025
Information Technology Support Officer
KenGen Kenya
09.2017 - 12.2017
Software Engineering - Full Stack Developer
Moringa School
KCSE (B Plain) -
Nyeri High School
KCPE 402/500 -
Benedito Highway Complex
Bachelor's of science - Information Technology
Zetech University
Master of Science - Cyber Security And Digital Forensics
Open University Of Kenya