Kenya Onyango

• Delivered local along with remote Level 1 IT support for hardware as well as software to company personnel.
• Delivered remote assistance to students, staff also parents 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 record-breaking backlog of support tickets following major system malfunction.

• Provided technical support for Network along with workstation hardware as well as software.
• Provided Level I front line support to assigned school building. May include, but is not limited to: taking directions from technology services, equipment set up, equipment tear down, printer/copier troubleshooting, reimage desktops/laptops, installation of software as well as hardware.
• Created work tickets for Level II support and track issues to resolution.
• Maintained accurate inventory of all computer equipment including peripherals.
• Provided technical support to students along with staff for workstation and network application issues.

• Maintained written communication (i.e. log updates) to a professional and legible standard.
• Monitored also responded to hardware and software inquiries utilizing hardware and software testing tools and techniques.
• Configured, installs, updates, troubleshoots, repairs and replaces computer systems, terminals, peripheral equipment and related hardware throughout the organization.
• Provided internal analysis and support to ensure proper escalation during outages or periods of degraded system performance.
• Answered 20 tickets, emails including calls per shift to assist with customer questions and concerns.

• Troubleshot Remote Access Services via VPN or Dial-Up issues.
• Troubleshot, prioritized, researched, escalated, and documented user problems thoroughly and accurately within tickets.
• Monitored and Assisted with Mainframe-MVS, CICS, and other applications.
• Provided end users support for hardware, software, new services, technology updates and system releases and associated peripherals.
• Provided answers to Frequently Asked Questions or solutions to common problems as part of a customer self-help capability.

• Answered Over 250 weekly telephone calls, emails, and personnel requests for technical support.

• Evaluated and resolved complex problems that arise.
• Assisted staff and users with computer malfunctions and program problems.
• Stayed up to date on information technology trends by attending training and conferences.
• Trained staff and users to work with computer systems and programs.
• Troubleshot program and system malfunctions to restore normal functioning.

• Observed network security, and notify appropriate personnel to insure efficient operations.
• Monitored, tested, and maintained all backup systems, according to the established IT Department policies and procedures.
• Provided Level 1 system triage for servers and auxiliary equipment.
• Provided Network Support to maintain uptime. Monitored and controlled electronic computer and peripheral electronic data processing equipment to process business, scientific, engineering, and other data according to operating instructions.
• Evaluated local area network (LAN) and wide area network (WAN) performance data to verify availability and speed, identifying network problems.