Ryan Nkonjera
Hi, I’m Ryan Nkonjera. I’m an IT Support Specialist (L1/L2) with 2+ years of experience delivering remote and on-site end-user support for 200+ users.
About
Hi, I’m Ryan Nkonjera. I’m an IT Support Specialist (L1/L2) with 2+ years of experience delivering remote and on-site end-user support for 200+ users. I’m comfortable troubleshooting hardware, software, and applications and I thrive in fast-paced environments that demand quick, clear solutions.
I’m proficient in async communication, ticket triage, and documenting solutions to reduce repeat incidents. I’ve built and maintained a knowledge base to accelerate team resolution and consistently meet SLAs. I work well independently from a home office and across distributed teams worldwide.
- 2 years' experience
- Joined May 2026
Industry experience
- Transportation & Logistics
- Software & Internet
- Professional Services
More experts in Lilongwe, Malawi
Work experience
Delivered Level 1 & 2 remote and on-site support for 200+ users, resolving hardware, software, and application issues with minimal escalation. Managed 50+ tickets weekly via structured ITSM workflows; maintained clear async communication with users and team leads across all active incidents. Administered user accounts, permissions, and access management in Active Directory and Microsoft 365, fully executable in a remote context. Resolved remote desktop sessions via RDP, TeamViewer, and AnyDesk, providing clear walkthroughs and documentation after each resolution. Built a shared knowledge base of recurring issues, cutting repeat incident volume by 15% and enabling faster async resolution by all team members.
Education
Certifications and awards
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