KENYA ONYANGO
Information Technology Support Specialist
Mechanicsville,VA
Summary
Information Technology Professional with over 15 years of experience in IT support. Expertise in system installation, configuration, and troubleshooting of hardware and software issues. Certified in Helpdesk and ASW Cloud, with a strong focus on delivering high-quality technical support. Proficient in networking, information security, incident response management, and backup management.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Service Desk Technician
Department of Social Services
Richmond, VA
03.2025 - Current
- Delivered Tier 1 IT support for hardware and software issues to personnel.
- Diagnosed and resolved system errors using remote tools and on-site assistance.
- Managed ticketing system to efficiently track service requests and incidents.
- Collaborated with cross-functional teams to improve service delivery processes.
- Monitored Service Desk queues, responding promptly to inquiries and documenting resolutions.
- Conducted research into computing issues as required by customers or team members.
- Developed strong relationships with customers to ensure quality satisfaction.
- Assisted with software installations, operating systems, and hardware components on workstations.
Online Learning Technology Support Specialist
Hanover County Public Schools
Ashland, US
08.2021 - Current
- Communicated with students/staff to identify issues, walk through solutions, and initiate corrective actions to restore service and functionality.
- Served as first point of contact for incoming technical service calls and emails.
- Resolved a record-breaking backlog of support tickets following a major system malfunction.
- Used remote login tools to assist clients with technical and product questions.
- Delivered remote assistance for technical issues using screen sharing, mouse and keyboard control, and other tools.
Technical Systems Operator
Hanover County Public Schools
Ashland, US
09.2015 - 08.2021
- Offer technical support for both network and workstation hardware/software, ensuring optimal performance.
- Serve as Level I front-line support for designated school buildings, addressing immediate technological needs.
- Handle equipment setup, teardown, printer troubleshooting, software/hardware installations, and image ghosting, based on technology service directives.
- Generate Level II support work orders and diligently monitor issue resolution.
- Oversee and maintain an accurate inventory of computer equipment to ensure accountability.
- Collaborate on the school's technology budget, providing assistance in its formulation and year-round management.
Technical Support Technician II
Robert Half Technology
Mechanicsville, US
02.2015 - 09.2015
- Uphold professional standards in all written communications, ensuring clarity and legibility.
- Proactively monitor and address hardware/software issues using advanced testing tools and methodologies.
- Configure, install, update, and repair computer systems, peripherals, and related hardware across the organization.
- Deliver comprehensive internal analysis, ensuring timely escalation during outages or diminished system performance.
- Offer prompt telephone and verbal application support to resolve technical incidents efficiently.
- Continuously update clients on the status and progress of their outstanding issues for transparency.
Information Technology Help Desk Analyst
Apex Systems
Richmond, US
08.2013 - 12.2014
- Resolved Remote Access Services issues, including VPN and Dial-Up, ensuring consistent connectivity.
- Accurately diagnosed, prioritized, documented, and escalated user problems within a comprehensive ticketing system.
- Monitored and assisted with key applications including Mainframe-MVS and CICS, ensuring optimal performance.
- Managed mainframe print tasks, including deleting and resetting printing transactions.
- Offered end-user support encompassing hardware, software, updates, and peripheral devices.
- Equipped customers with self-help solutions, addressing Frequently Asked Questions and common issues.
Information Technology Support Analyst
Manpower Staffing
Mechanicsville, US
06.2012 - 02.2013
- Utilized remote and on-site troubleshooting to resolve issues for over 11,000 users, improving network performance by 25% and reducing downtime by 10%.
- Developed automated procedures to streamline network management and ensure the accuracy of data, improving system performance by 30%.
- Conducted proactive maintenance of servers, desktops, laptops, printers, networks, and other connected devices.
Data Center Operations Technician
Federal Reserve Bank of Richmond
Richmond, US
12.2005 - 09.2011
- Processed business, engineering, and scientific data using computer and peripheral electronic equipment per operational guidelines.
- Offered foundational support for WAN and LAN connectivity, ensuring seamless network operations.
- Actively monitored and maintained network systems, ensuring optimal performance.
Education
Cloud Computing Concentration -
12.2023
Cyber Security Concentration -
12.2023
AWS Academy Graduate -AWS Academy Cloud Foundations -
05.2021
Network and System Administration -
05.2009
Skills
- Ticketing system management
- Customer Support and issue resolution
- Remote login tool utilization
- Network and workstation hardware/software support
- Software/hardware installations
- Computer system configuration and repair
- Mainframe-MVS and CICS application support
- WAN and LAN support
- Network system monitoring and maintenance
- AWS Cloud Foundations
- AWS Cloud
- Information Security
- Incident Response Management
- Intrusion Detection
- Configuration and maintenance of servers
- Technical support for printers and phones
- Backup management
- Screen sharing
- Active Directory with DHCP
- Clear and legible written communication
- Client update provision
- Collaborative approach in technology budget formulation
- Proactive problem diagnosis and prioritization
- Knowledge base management
- Technical troubleshooting
- Application installations
- Technical issues analysis
- LAN/WAN
- Issue troubleshooting
- Hardware upgrades
- Desktop support
- Account management
- Hardware and peripherals
- Analytical thinking
- User guidance
- Active listening
- Microsoft outlook
- Hardware troubleshooting
- Hardware diagnostics
- Software diagnosis
- TCP/IP
- Application support
- Ticketing system
- Operating systems
- Incident management
- End-user training
- Hardware support
- Network connectivity
- Asset management
- ITIL framework
- Remote support
- Attention to detail
- Time management
- Effective communication
- Problem solving
- Documentation management
- Customer service
- Network troubleshooting
- Hardware configuration
- Software installation
- Remote troubleshooting
- Ticket management
- Technical support
- Ticket support system management
- Antivirus software
- Decision-making
- Windows 10
- Support case resolution
- Incident tracking
- Service support
- User support
- Network diagnostics
- Staff education and training
- Customer service expert
Certification
Service Desk Institute - Service Desk Certification (SDC)
References
References available upon request.
Timeline
Service Desk Technician - Department of Social Services
03.2025 - Current
Online Learning Technology Support Specialist - Hanover County Public Schools
08.2021 - Current
Technical Systems Operator - Hanover County Public Schools
09.2015 - 08.2021
Technical Support Technician II - Robert Half Technology
02.2015 - 09.2015
Information Technology Help Desk Analyst - Apex Systems
08.2013 - 12.2014
Information Technology Support Analyst - Manpower Staffing
06.2012 - 02.2013
Data Center Operations Technician - Federal Reserve Bank of Richmond
12.2005 - 09.2011
J Sargeant Reynolds Community College - Cloud Computing Concentration,
J Sargeant Reynolds Community College - Cyber Security Concentration,
J Sargeant Reynolds Community College - AWS Academy Graduate -AWS Academy Cloud Foundations,
J Sargeant Reynolds Community College - Network and System Administration,
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