GRACE KAMAU
Nairobi
Summary
ICT professional with over 3 years experience in enterprise IT support, systems administration, application support, and IT service delivery within banking and insurance environments. Experienced in troubleshooting and resolving application and system incidents, user access and identity management,system configuration, technical escalation, user training and supporting business critical ICT Services. Proficient in Microsoft 365, Azure/ Entra ID, Active Directory, ServiceNow, SailPoint, networking, VPN, NAC and Checkpoint with a strong understanding of ITIL Service Management.
Overview
1
1
Language
1
1
Certification
7
7
years of professional experience
Work History
IT Service Desk Analyst
NCBA Bank
06.2025 - Current
- Single Point of Contact (SPOC) for all IT related interactions with internal and external users and/or partners.
- Providing 1st level support for incidents received and ensures timely feedback to users on progress of incidents resolution.
- Ensure that all incidents that are logged in the incident management system are escalated appropriately and feedback is provided to users continuously from analysis to when the issue is eventually resolved.
- Management and ownership of incidents throughout their lifecycle while ensuring there’s regular and timely feedback to users on progress of incidents resolution.
- Ensure all incidents raised by users are logged in the incident management system.
- Monitor service desk call lines and emails to ensure that all incidents are responded to and eventually resolved.
- Ascertain the nature of incidents and correctly assign appropriate support units for resolution.
- Escalate incidents to the 2nd Level support team (Support Operations Officers) when much deeper analysis is required.
- Providing management information on IT service provision and producing associated reports.
- Extract, compile and circulate data required by business units for reporting based on the required frequency i.e. either daily, weekly or monthly.
- First level support for T24, IBPS,Mpesa integrations, Mobile Banking and CRM
- Troubleshooting network related issues and preparing Root Cause Analysis documentation while leading blameless postmortem sessions
- Providing endpoint support for new user set-up in Microsoft Active directory
ICT Service Delivery Coordinator
Old Mutual Limited
04.2023 - 12.2024
- Monitored IT service performance and coordinated resolution of system incidents and service requests across departments.
- Managed Active Directory, SailPoint, and network shared folders for seamless system access.
- Provided Level 1 & Level 2 IT support, ensuring 40% faster issue resolution and enhanced user experience.
- Led end-user training sessions across East Africa, improving IT literacy and adopting digital tools.
- Coordinated the Service Desk team, ensuring prompt escalation and resolution of IT incidents.
- Implemented Microsoft Zero-Touch Deployment, significantly reducing onboarding time for employees.
- Played a key role in deploying monitoring tools (Solar Winds, Dynatrace, Azure Monitor) to enhance system reliability.
- Spearheaded the ServiceNow implementation for better IT service management.
- Ensured security compliance by monitoring and managing device health via Azure Entra ID.
- Assisted in ICT strategy development and change management processes, ensuring alignment with business goals.
- Collaborated with ICT security and infrastructure teams to resolve security alerts and mitigate risks.
- Conducted customer satisfaction surveys, gathering insights to improve IT service delivery.
- Led the creation of an IT knowledge base (Confluence page) for root cause analysis and incident resolution.
- Ensured enterprise device compliance with security standards using Microsoft Azure Entra ID.
- Facilitated IT-business alignment, ensuring that IT solutions meet organizational needs.
- Streamlined device management by adopting Zero-Touch deployment via Microsoft, reducing onboarding/off boarding time.
- Played a key role in deploying monitoring tools (Solar Winds, Dynatrace, Azure Monitor) to enhance application performance and user experience.
ICT Service Desk Intern
Old Mutual PLC
02.2022 - 08.2022
- Provided technical support on desktop hardware/software, operating systems, and applications.
- Managed user accounts on Active Directory and resolved routine IT incidents (e.g., password resets).
- Created and maintained self-help IT documentation to improve efficiency in issue resolution.
- Ensured a seamless customer experience as the first point of contact for IT support.
- Assisted in hardware/software asset tracking to maintain an accurate IT inventory.
ICT Attaché
Water Resource Authority - Rift Valley
06.2019 - 08.2019
- Assisted in the installation and configuration of computer systems and LAN components.
- Maintained user accounts and email servers under Active Directory administration.
- Provided technical support for hardware and software maintenance.
Education
Bachelor of Science - ICT
University of Kabianga
Kericho, Kenya01-2021
High School Diploma -
PCEA Kambala Girls'
Molo, Nakuru District, Kenya01-2014
Skills
- Remote support
- Data backup and recovery
- System monitoring
- Network troubleshooting
- Ticketing system proficiency
- Application support
- Incident management
- Software support
- Hardware support
- Security awareness
- ITIL framework
- Escalation management
- Operating systems
- Service desk experience
- User Training and systems adoption
Accomplishments
- Best Employee in work Ethic award from Old Mutual for demonstrating exceptional dedication, reliable and setting a positive example in the workplace.
Certification
- Introduction to Microsoft Azure Cloud Services (Training)
- ITIL Service Management( Certified)
- CCNAv7: Enterprise Networking, Security & Automation(Training)
Languages
English C1 Advanced
Timeline
IT Service Desk Analyst
NCBA Bank
06.2025 - Current
ICT Service Delivery Coordinator
Old Mutual Limited
04.2023 - 12.2024
ICT Service Desk Intern
Old Mutual PLC
02.2022 - 08.2022
ICT Attaché
Water Resource Authority - Rift Valley
06.2019 - 08.2019
High School Diploma -
PCEA Kambala Girls'
Bachelor of Science - ICT
University of Kabianga
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