Hi, I'm James

Customer-Centric Support & Infrastructure Engineer

Customer-centric IT Support and Infrastructure Engineer with hands-on experience managing enterprise ticket lifecycles, performing root-cause analysis and resolving complex system issues across Linux, networking, and cloud environments. Proven track record supporting enterprise applications, maintaining high availability under strict SLA matrices, and delivering user-focused technical solutions.

SupportLevel 2 & 3
Helpdesk
ServiceSLA-Driven
Ticketing
CustomerOnboarding &
Success
OpsIT Systems
& Networking
Hire Me

Technical Stack

Core Expertise

IT Support & Customer Service

Tickets, SLAs & Root-Cause Analysis

Ticket Lifecycle & SLA Management

Root-Cause Analysis (RCA)

Hardware Troubleshooting

Customer Onboarding & Communication

Cloud & Networking

Infrastructure & Support

Linux/Windows Admin

TCP/IP & Networking

Security Hardening

OCI & AWS Cloud

Software Development

Tools That Power Support

Python (Flask/APIs)

SQL & DB Management

JavaScript (Web Dev)

Bash Scripting

Platform & SRE

Observability & Automation

Prometheus & Grafana

Docker & CI/CD (Git)

Nginx & NPM

VPN

Solutions

What I Do

Technical Support & Helpdesk

Tier 2/3 technical support across Linux, Windows, and web hosting — managing ticket lifecycles, SLAs, and customer expectations end-to-end.

Customer Onboarding & Migrations

Guiding clients through hosting setup, site migrations, and domain transfers with clear, friendly communication every step of the way.

Infrastructure & IT Ops

Managing servers, networking, and remote access so services stay online and users stay productive — with RCA on every incident.

Reliability & Monitoring

Observability with Prometheus and Grafana that catches issues before customers do — targeting 99.9% service availability.

Experience

My Journey
Work
Education

Oracle Cloud Infrastructure Certified Architect Associate

Oracle Cloud Infrastructure
Certification

View Requirements

Oracle Cloud Infrastructure Certified Foundations Associate

Oracle Cloud Infrastructure
Certification

View Requirements

BSc in Information Technology

KCA University | Nairobi — Second Class Honours (Upper Division)
Graduated Nov 2025

Technology Cluster Intern

Safaricom PLC | Nairobi
May 2026 - Present

Enterprise support across OCI IAM/IDCS/SailPoint and Oracle EBS 12.2.10, maintaining high availability for 18+ modules and supporting Finance, HR & SCM teams under SLA.

Technical Support Intern

Truehost Cloud | Nairobi
Sep 2025 - Nov 2025

Resolved web hosting, VPS, and cPanel/WHM issues for global clients via chat, tickets, and phone in a 24/7 environment — meeting a 99.9% uptime standard.

IT Support Attaché

Potterhouse School & Kindergarten | Nairobi
Apr 2026 - Jun 2026

School-wide IT support focused on high availability, maintenance, trend analysis, and root-cause analysis for 200+ users.

Portfolio

Featured Work
Ticketing

IT Incident & Ops Platform

Dev & Ops: A Python/Flask system for managing IT lifecycle workflows, featuring role-based access and database persistence.

SRE Stack

Observability & Platform Stack

SRE & Cloud: A containerized monitoring solution using Prometheus/Grafana, secured with Nginx Proxy Manager and Tailscale Mesh VPN.

Contact

Open for Technical Support, Customer Service & IT Operations Roles

Email

karanja.thanju12@gmail.com

Phone

+254 717 655 416

LinkedIn

James Karanja