Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Languages
Timeline
Generic

Michael Agengo

Bethlehem,PA

Summary

Dedicated IT Systems Analyst with a solid background in network monitoring and incident resolution. Recognized for implementing effective vulnerability management strategies that enhance security and operational efficiency. Expertise in data analysis and system design, facilitating the integration of new systems into existing infrastructures. Strong work ethic and adaptability, with a focus on achieving high productivity and customer satisfaction. Customer-focused individual with a passion for delivering exceptional service. Strong interpersonal skills with a talent for effectively addressing concerns. Committed to improving customer satisfaction and driving positive outcomes.

Overview

19
19
years of professional experience
1
1
Certification

Work History

IT Systems Analyst

PPL Corporation
Allentown, Pennsylvania
01.2024 - Current
  • Network monitoring and incident management involve continuously monitoring the health and performance of the organization's network infrastructure, including routers, switches, servers, and other network devices.
  • Utilized SolarWinds (network monitoring tool) to detect network issues, achieving a 40% reduction in downtime, and enhancing overall system reliability.
  • Collaborate with internal teams and vendors to resolve hardware failures and software/application-related problems that may cause outages.
  • Perform routine checks and maintenance tasks, such as firmware upgrades, patching, and software updates, to ensure the network remains secure and efficient.
  • Regularly test network performance and address potential vulnerabilities before they cause issues.
  • Configure and manage alerts for network thresholds, such as bandwidth usage, CPU usage, memory, and availability.
  • Ensured notifications for configured alerts were directed to appropriate teams for prompt action.
  • Verified network infrastructure alignment with security policies and industry best practices.
  • Recorded incidents and resolutions to streamline future troubleshooting processes.
  • Partnered with network engineering and IT support teams to effectively troubleshoot and resolve system problems.
  • Managed major IT incidents as Major Incident Manager, ensuring effective communication with clients and stakeholders regarding service disruptions, progress on issue resolution, and expected resolution times.
  • Managed the configuration of URL, IP, and IP range allowlisting and denylisting as per cybersecurity guidance.
  • Collaborated with various teams to troubleshoot and resolve Azure Virtual Desktop (AVD) issues.
  • Deployed new servers through Nutanix platform.
  • Implemented server patching to enhance system security and stability.

System Analyst - Fusion Operations Center

Pinnacle Group
Allentown, Pennsylvania
03.2019 - 01.2024
  • Assisted in training end-users on new software applications and tools.
  • Resolved escalated issues from help desk personnel related to system functionality.
  • Monitored system performance metrics to detect anomalies or potential issues before they arise.
  • Maintained a secure environment by implementing security policies and procedures according to industry standards.
  • Integrated new network equipment, servers, and workstations into SolarWinds for enhanced monitoring.
  • Troubleshot and rectified root causes of network issues, maintaining seamless network operations.
  • Initiated vendor trouble tickets to address and resolve system incidents and outages.
  • Configured replacement network devices, such as routers and access points, to support continuous operations.
  • Executed firmware upgrades on network equipment to enhance system performance.
  • Resolved user access issues by unlocking Active Directory accounts and resetting passwords.
  • Performed critical server reboots and service operations to support system functionality.
  • Managed major IT incidents as Major Incident Manager, ensuring timely updates to IT teams.
  • Delivered timely updates on network-impacting changes and events to appropriate teams, fostering seamless coordination.
  • Recorded changes, incidents, and scenarios to establish a detailed reference guide for team use.
  • Executed vulnerability assessments on network hardware to detect and mitigate potential threats.
  • Scheduled and facilitated escort arrangements by liaising with substation schedulers and corporate security.
  • Tracked incidents concerning IT and OT systems.
  • Facilitated the allowlisting process for approved URLs and IP addresses in compliance with Infrastructure Change Requests (ICR).
  • Executed denylisting of URLs, IPs, and IP ranges as directed by the security team.
  • Monitored and managed the work queue to ensure efficient task allocation and timely resolution.
  • Performed detailed analysis of server reboots and outages, contributing to improved operational efficiency.
  • Resolved Azure Virtual Desktop (AVD) issues by collaborating with cross-functional teams to ensure seamless system operations.

Direct Support Professional

Resources for Human Development, Inc
Walnutport, Pennsylvania
11.2013 - 04.2019
  • Implemented Individual Support Plans to enhance clients' social, emotional, and independent living skills.
  • Ensured accurate filing of residential reports alongside health and psychiatric information.
  • Maintained a secure and healthy living environment for residents, ensuring compliance with safety standards.
  • Administered medication to clients, ensuring compliance with prescribed protocols.
  • Demonstrated proficiency in life-saving techniques as a CPR Certified professional.
  • Assisted clients with daily living activities and personal care needs.
  • Monitored client behavior and reported changes to the care team promptly.
  • Facilitated social and recreational activities to promote client engagement.
  • Trained new staff on best practices in direct support and client interaction.
  • Monitored individuals' behaviors, documented observations, reported any changes or concerns to supervisor.
  • Accompanied individuals on outings to promote independence and integration into the community.
  • Developed strong and trusting rapport with patients to facilitate smooth, quality care.
  • Facilitated social interactions between participants and their peers in the community.
  • Assisted clients with maintaining good personal hygiene.
  • Contacted medical providers on behalf of clients to follow up on appointments.
  • Helped clients adjust to new lifestyles during periods of incapacitation or recuperation.

Direct Support Professional

Lifepath Inc
Bethlehem, Pennsylvania
06.2006 - 11.2013
  • Maintained the safety and welfare of individuals with mental and developmental disabilities.
  • Supported residents with daily living tasks, encouraging self-reliance.
  • Facilitated transportation for residents to community events and medical appointments, ensuring timely and safe travel.
  • Ensured accurate administration of medications and treatments following established regulations.
  • Certified in CPR, ensuring readiness to respond effectively to emergency situations.
  • Developed individualized support plans based on client preferences and goals.
  • Monitored client behavior and reported changes to the care team promptly.
  • Trained new staff on best practices in direct support and client interaction.
  • Advocated for clients' rights and needs within community services framework.
  • Maintained accurate documentation of client progress and service delivery records.
  • Monitored individuals' behaviors, documented observations, reported any changes or concerns to supervisor.
  • Maintained clean and well-organized environment for client happiness and safety.
  • Assisted individuals in learning and developing new skills.
  • Aided with mobility and independence for disabled individuals and continually monitored safety.
  • Developed strong and trusting rapport with patients to facilitate smooth, quality care.
  • Assisted with planning and coordination of activities and outings based on individual needs.
  • Encouraged and reassured clients throughout transitions to facilitate smooth discharge.
  • Planned and prepared healthy meals and snacks for clients and provided assistance with eating when necessary.
  • Obtained sources of entertainment for clients to provide full and enjoyable daily activities.
  • Contacted medical providers on behalf of clients to follow up on appointments.
  • Monitored clients' activity levels and helped prevent sedentary behavior.

Education

Bachelor of Science - Information Technology

Strayer University
Washington D.C
09-2022

Associate of Applied Science - Computer Networking

Northampton Community College
Bethlehem, PA
05-2017

Associate of Arts - General Studies

Northampton Community College
Bethlehem, PA
05-2015

Skills

  • Network monitoring and administration
  • Incident management and configuration
  • Vulnerability assessment and patching
  • System troubleshooting and updates
  • Effective communication skills
  • Problem solving and critical thinking
  • End user support
  • Attention to detail
  • Hardware configuration
  • Organizational skills
  • Written communication

Accomplishments

  • Honors: Magna Cum Laude

Certification

  • Network Pro Certification - TestOut
  • Wireshark Essential Training - LinkedIn
  • Wireless Networking Essentials - LinkedIn
  • Windows 10: Networking - LinkedIn
  • Networking Devices and Initial Configuration - Cisco
  • Introduction to Cybersecurity - Cisco

Languages

English
Professional
Swahili
Professional
Luo
Native/ Bilingual

Timeline

IT Systems Analyst

PPL Corporation
01.2024 - Current

System Analyst - Fusion Operations Center

Pinnacle Group
03.2019 - 01.2024

Direct Support Professional

Resources for Human Development, Inc
11.2013 - 04.2019

Direct Support Professional

Lifepath Inc
06.2006 - 11.2013

Bachelor of Science - Information Technology

Strayer University

Associate of Applied Science - Computer Networking

Northampton Community College

Associate of Arts - General Studies

Northampton Community College

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