Nicholas Gitonga Inoti

• Administer and maintain a hybrid IT infrastructure, ensuring seamless integration between on-premises systems and Azure cloud services. • Administer and manage Microsoft Intune for 18,000 devices across Windows, macOS, iOS, and Android platforms. • Monitor and address device security alerts through Microsoft Defender and Intune reporting tools. • Implement and manage Azure AD Connect to synchronize identities and enable Single Sign-On (SSO) across platforms. • Strengthen security by deploying Conditional Access policies, MFA, and endpoint protection solutions. • Develop and enforce mobile device management (MDM) and mobile application management (MAM) policies to enhance organizational security. • Administer Microsoft Endpoint Configuration Manager (MECM) such as application packaging and deployment processes to ensure smooth software rollouts, and Windows updates. • Collaborate with cross-functional teams to ensure seamless deployment of updates, apps, and patches. • Manage Integration of Intune with Azure AD to enable Single Sign-On (SSO) and enhance identity security. • Create users and manager their access and permissions using Azure AD, ensuring compliance with organizational policies. • Documentation & Training: Create technical guidelines, train support teams, and documented key processes to ensure the smooth transfer of knowledge. Train new and existing IRC staff on IRC IT policies, applications procedures, and processes.

• Administer and maintain a hybrid IT infrastructure, ensuring seamless integration between on-premises systems and Azure cloud services. • Infrastructure Management: Led the optimal operation of IT infrastructure, ensuring a secure organization LAN, continuous availability and high performance in alignment with business objectives. • Develop and enforce mobile device management (MDM) and mobile application management (MAM) policies to enhance organizational security. • Project Coordination. Oversee and coordinate IT projects, ensuring they are completed on time and within budget. Acted as project manager for infrastructure improvement initiatives, to align to NIST Standards. • System and Network Administration. Implement and enforce IT policies related to network security, data protection, and user access. Monitor network and system performance, identifying potential issues, and coordinating fixes. • Vendor Management. Coordinate with external IT service providers and vendors for technical support and equipment procurement. Manage relationships with third-party providers to ensure service level agreements (SLAs) are met. • User Training and Support. Organize training sessions for employees on new software, systems, and IT policies. Developed user guides and Knowledge Base to help staff navigate IT systems and tools. • Budgeting and Resource Allocation. Assist in the development and management of the IT budget. Coordinate with department heads to assess IT needs and allocate resources accordingly. Monitoring IT spending and providing recommendations for cost-saving measures while coordinating resources in line with IT strategy and yearly plans. • Supervision and Delegating tasks to team members and empowering them to take on new challenges, being certain to provide ongoing timely feedback and annual performance reviews that focus on their growth and professional development. • IT Service Delivery: Aligned IT services with business requirements, ensuring technical solutions met organizational needs and improving overall service delivery

• Network Engineering: Supported data center operations and network connectivity, optimizing network performance and ensuring robust disaster recovery plans. Infrastructure support, troubleshooting of existing network, configuration of access points • Incident & Problem Management: Handled escalated incidents from Level 1 and 2 support teams, performed root cause analysis, and implemented corrective maintenance to enhance service quality. • Provide advice to the procurement of new ICT equipment for the Country Office and Projects by providing technical specifications and information on best options in both local and international markets • Appropriately identified the severity of an incident and logged all customer information into the Problem Management tracking system utilizing the correct categorization, prioritization, and group assignment • IT Service Delivery: Aligned IT services with business requirements, ensuring technical solutions met organizational needs and improving overall service delivery. • System Integration: Led system deployment projects, ensuring hardware, software, and network interoperability and formalizing successful integration through documentation and sign-off processes.

Helpdesk administration (Jira Service Desk System) Served as first line of support to meet customer needs. • Provided functional and technical support, troubleshooting, and diagnosing hardware and software problems, including desktops, laptop, and remote systems • Monitor and maintain network servers. Monitor system log files, disk space, and database usage levels, patterns, and anomalies. Determines corrective and preventative measures required to maintain servers at optimal levels • Network administration. Installation and providing support for Cisco L2/3 devices, VoIP system, Windows Servers, and VMware environments • Installation and maintenance of VDI Citrix Receiver • IT asset management • IT user training • Supervision of IT interns