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LN

Experience

IT operations measured in response, reliability and continuity.

Verified responsibilities and outcomes across service desk support, SaaS administration, endpoint operations, documentation and multi-campus environments.

Professional studio portrait of Loic Ndonzo

Operational scope

At a glance

years
users
weekly incidents
faster resolution

Experience

A chronological view of Loic's IT experience

01

Nov 2019-Apr 2024

Senior IT Specialist

KIU University

Delaware, USA / London, UK / Nairobi, Kenya

  • Resolved 40+ weekly incidents for 3500+ users within SLAs.
  • Applied ITIL Incident Management across multiple campuses.
  • Strengthened SOPs and technical documentation to lower repeat tickets.
  • Delivered phone and in-person support with high customer satisfaction.

Connected skills

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02

May 2020-Apr 2021

IT Specialist

Afrikspark

Yaounde, Cameroon

  • Optimized incident management for critical systems and coordinated tier I service desk support, improving average response times by 25% through ITIL/ITSM.
  • Enhanced daily backup and restore operations and reduced recovery time for priority services.
  • Streamlined technical procedures and SOP documentation to improve cross-team consistency.

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03

Jun 2021-Jul 2021

Junior IT Specialist

Radio Temeni Siantou

Yaounde, Cameroon

  • Provided front-line support for Windows, VPN and SaaS platforms, restoring access for 500+ end users monthly.
  • Improved average incident resolution time by 20% using ticket systems and ITIL practices.
  • Reduced repeat incidents by 15% through user guides.
  • Created instructional videos that reduced repetitive help desk inquiries by 25%.

Connected skills

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04

Aug 2024-Present

IT Analyst

SECURE

Grande Prairie, Canada

  • Administers Google Workspace and IT applications for 80+ users within SLAs.
  • Supports Windows Desktop, Microsoft 365 and endpoint administration.
  • Analyzes ticket trends and updates documentation to reduce recurring requests.
  • Aligns classroom and video-conferencing systems with security standards.
  • Uses bilingual French/English communication to improve first-contact resolution.
  • Supports backup and restore procedures.

Connected skills

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Connected through the skills listed here. These links show a shared subject, not a course outcome, employer attribution or project origin.

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