Christine Wairimu Ng'ang'a

Accomplished IT Specialist with over 3 years of experience delivering Tier-1 and Tier-2 technical support across global and enterprise environments. Proven expertise in IT service management (ITSM), process optimization, and driving efficiency improvements—such as reducing escalations by 20% and enhancing service delivery by 20%. Skilled in supporting Microsoft 365, Active Directory, network infrastructure, and cloud systems, with hands-on experience using tools like Zendesk, JIRA, SolarWinds, and remote support platforms. Seeking a fully remote IT support or helpdesk analyst role where I can leverage my background in process improvement, technical troubleshooting, and customer-focused service to enhance team performance and user satisfaction