Zico Kadir

• Administered and managed Microsoft 365 environments, Including, Azure/Entra ID, Active directory managing Kenya computers, ensuring secure and eƯicient device and user management. • Conducted Internal IT security audits liaising with audit teams, identifying high-risk vulnerabilities and implementing robust data security protocols to protect sensitive company data. • Spearheaded API automation initiatives, enhancing operational eƯiciency and generating significant annual customer leads. • Managed customer inquiries, resolving issues to improve overall service experience. • Assisted in training new staƯ on operational procedures and service standards. • Identified and implemented improvements to existing systems, enhancing functionality. • Created and updated IT standard operating procedures (SOPs) in compliance with corporate policies, ensuring consistent IT service delivery. • Managed email systems and resolved service issues by liaising between customer and operational teams ensuring minimal disruption to critical operations.

• Led and mentored technical support team spanning 5 Pan African countries, ensuring high-quality IT service delivery and minimal downtime. • Monitored queues and assisted with daily goals while conducting quality control to enhance procedures and minimize errors. • Provided advanced hardware and software troubleshooting and help desk support across the board. • Assisted users with troubleshooting and resolving IT-related problems eƯiciently. • Collaborated with team members to streamline IT support workflows and improve services. • Delivered training sessions on new software tools and best practices for staƯ. • Developed user guides and documentation for common IT processes and systems. • Coordinated vendor management for service requests and equipment repairs, overseeing the IT asset lifecycle from maintenance to decommissioning. • Implemented security protocols to protect sensitive company data aligning with best practices for data backup and recovery. • Collaborated with other teams to implement strategies that improved client experience and supported overall productivity.

• Resolved IT issues promptly, ensuring minimal disruption to operations. • Provided comprehensive IT support for employees across Kenya, Uganda, Tanzania, Rwanda, Burundi, and Ethiopia, resolving IT issues promptly to ensure operational continuity. • Collaborated with coworkers to diagnose and resolve IT issues eƯectively. • Installed, configured and performed preventive maintenance on computer hardware and software for optimal performance. • Facilitated technical troubleshooting for coworkers, enhancing problem resolution skills. • Documented common support procedures for easy reference, functioning as an educational resource for end-users. • Prioritized critical workloads, addressing high-importance issues first. • Conducted network security checks, identifying vulnerabilities and implementing corrective measures to maintain infrastructure integrity. • Used remote login tools to assist clients with technical troubleshooting, resolving high-priority workloads eƯiciently.

• Provided remote and onsite support client companies, enhancing user experience and operational reliability. • Monitored network performance to maintain optimal uptime; performed data recovery, backups, security patching and hardware repairs. • Maintenance and repair of all client computers and telephone equipment. • Data recovery, backup, security and patching • Negotiated contracts and agreements with vendors and partners, ensuring cost-eƯective and timely equipment servicing. • Championed initiatives for innovation and continuous improvement, fostering a culture of eƯiciency. • Monitored and reported on operational performance metrics. • Analyzed key performance indicators to identify eƯective strategies. • Set specific goals for projects to measure progress and evaluate end results.