Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

MICHAEL GITHINJI

Renton,WA

Summary

Savvy expert experienced in Support Engineer with superior problem-solving and critical thinking skills, as well as meticulous attention to detail and methodical nature. Skilled in tackling problems in unique ways to develop innovative solutions. Consistently recognized by superiors and peers for knowledge and expertise.

Overview

5
5
years of professional experience
1
1
Certification

Work History

Support Engineer II

Unily
09.2021 - 04.2023
  • Responded to customer queries and resolved technical issues related to Unily, .NET-based SaaS product integrated with Office 365 on Azure cloud infrastructure
  • Took ownership of support tickets, prioritized according to SLAs, and efficiently resolved issues to meet client's best interests
  • Deployed new sites and upgrades while managing other day-to-day commitments
  • Communicated professionally and effectively with clients and internal teams
  • Administered SharePoint Online, Office 365 services, and worked with SQL and Azure technologies
  • Identified opportunities for process improvement and enhanced client satisfaction
  • Provided 24/7 global support on a rotational on-call schedule.
  • Implemented technical solutions to solve customer issues and increase satisfaction
  • Documented technical issues and solutions to enable tracking history and maintain accurate logs
  • Monitored systems in operation and quickly troubleshot errors
  • Connected to computer of client using remote link to install programs and applications
  • Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions
  • Collaborated with outside departments to implement system-wide improvements

Systems Programming Associate

iShip
12.2019 - 09.2021
  • Monitored infrastructure systems and components, promptly resolving problems to ensure system availability and minimize downtime
  • Utilized pre-defined procedures and tools to monitor routine operations, adhering to operational guidelines and maintaining system quality
  • Developed reports for predefined metrics to track system performance and identify areas for improvement
  • Executed documented steps to validate system performance, ensuring alignment with business and user requirements
  • Performed basic installations and component replacements to address application and user service requirements
  • Maintained clear and concise records of all activities performed, providing status and system updates
  • Conducted troubleshooting to minimize downtime and ensure system availability
  • Supported service operation assignments, meeting business and user needs
  • Assisted with integration and specification tests to ensure system quality and compliance with business requirements
  • Provided support for maintenance, installation, and problem resolution to ensure operational guidelines were met.
  • Corrected, modified and upgraded software to improve performance
  • Tested troubleshooting methods and documented resolutions for inclusion in knowledge base for support team use
  • Inspected equipment, assessed functionality and optimized controls

End User Support II

Swedish Hospital
07.2018 - 11.2019
  • Delivered excellent customer service, ensuring high levels of customer satisfaction
  • Demonstrated ownership and accountability for support tickets, meeting SLAs and working in client's best interests
  • Worked with SharePoint Online, SQL, Azure, and medical software such as Epic, Kronos, and Dragon
  • Conducted computer troubleshooting onsite and remotely, including OS installations, RAM replacements, and configuring medical scanners
  • Utilized remote admin tools for remote access, software deployment, and printer mapping
  • Managed network equipment procurement and subcontractors for network installation
  • Configured firewalls, routing, and switching to optimize network efficiency and security
  • Effectively managed workload through Team Dynamix, ServiceNow, and ITSM ticketing systems
  • Provided basic troubleshooting, maintenance, installation, and problem resolution to meet operational guidelines.

Education

Bachelor of Science - Computer Science

Central Washington University
Ellensburg, WA
05.2018

Bachelor of Science - Information Technology & Administrative Management, Cybersecurity

Central Washington University
Ellensburg, WA
05.2018

Skills

  • Applications: Microsoft Office Suite, Windows (XP-10), Windows App, Web Servers (2008/2012/2016/2019), Mac OS, Linux/Unix & Ubuntu, Hyper-V, Citrix, VMware, Visual Databases, SCCM, Active Directory, Octopus, Spryker, Kibana, Postman, DataDog, ServiceNow, Teams Dynamics, Jira, Confluence, PagerDuty, Slack, New Relic, and GitLab
  • Security Platforms: Ivanti, SEP, Qualys, CrowdStrike
  • Programming Languages: Java, C/C, C#, HTML, Bash & PowerShell Scripting, Python
  • Networking Applications: Wireshark, Cisco Packet, Nmap, Maltego, Nexus TCP/IP protocol, WAN/LAN, subnetting, DNS, DHCP, NAT, VPNs
  • Technical Analysis
  • Technical Documentation
  • Hardware Troubleshooting
  • Troubleshooting Skills
  • System Configuration
  • Debugging Skills
  • Computer User Assistance
  • Programming
  • Ticket support system management
  • Client support

Certification


  • Certificate of Excellence for The Symposium of University Research & Creative Expression (2016 - SOURCE)
  • Certificate of Excellence for The Symposium of University Research & Creative Expression (2016 - SOURCE)
  • ITIL 4 (in-training).

Timeline

Support Engineer II

Unily
09.2021 - 04.2023

Systems Programming Associate

iShip
12.2019 - 09.2021

End User Support II

Swedish Hospital
07.2018 - 11.2019

Bachelor of Science - Computer Science

Central Washington University

Bachelor of Science - Information Technology & Administrative Management, Cybersecurity

Central Washington University

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MICHAEL GITHINJI