KENYA ONYANGO
Mechanicsville
Summary
Results-oriented IT professional with over 15 years of experience providing hands-on technical support, systems administration, and network troubleshooting across education, government, and financial sectors. Adept at administering Active Directory, Microsoft 365, and Exchange environments, while ensuring high system availability and security compliance. Proven ability to resolve complex hardware and software issues, manage backups, and support data center operations. Skilled in collaborating cross-functionally to implement system upgrades, streamline processes, and enhance IT service delivery. Committed to continuous learning with recent certifications in Helpdesk and AWS Cloud, seeking to leverage technical expertise and problem-solving skills in a Systems Engineer I role.
Experienced with diagnosing and resolving technical issues efficiently. Utilizes strong troubleshooting skills and effective communication to ensure user satisfaction. Knowledge of various software and hardware systems, enhancing overall service desk performance.
Knowledgeable [Desired Position] proficient in resolving technical issues and providing exceptional customer support. Successfully managed service desk operations and contributed to process improvements and system optimizations. Demonstrated expertise in troubleshooting hardware/software problems and maintaining user satisfaction.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Service Desk Technician
Department of Social Services
Richmond, Virginia
03.2025 - Current
- Providing first-line technical support to users via phone, email, or chat.
- Responding to user inquiries and troubleshooting technical issues related to hardware, software, and network systems.
- Documenting, tracking, and prioritizing incidents and service requests using a ticketing system.
- Assisting with password resets, account unlocks, and various IT administrative and technical tasks.
- Collaborating with Tier 2 and Tier 3 VDSS and VITA support teams to resolve complex issues.
- Continuously updating knowledge base articles and documentation to improve support efficiency.
- Adhering to SLAs and KPIs for response and resolution times.
- Knowledge of ITIL practices and IT service management.
- Basic understanding of artificial intelligence, including the ability to design and construct effective prompts for AI systems
Online Learning Tech Support Specialist
Hanover County Public Schools
Ashland, Virginia
08.2021 - 03.2025
- Communicated with students/staff to identify issues, walk through solutions.
- Served as first point of contact for service calls and emails.
- Identify network devices and hardware.
- Use ipconfig, ping, and traceroute commands.
- Resolved major backlog of tickets.
- Used remote login tools to assist.
- Delivered remote assistance via screen sharing/tools.
Technical System Operator
Hanover County Public Schools
Ashland, Virginia
09.2015 - 08.2021
- Delivered technical support for network infrastructure and workstation hardware/software, ensuring systems operated at peak performance.
- Provided Level I front-line support to school sites, promptly addressing technology issues to minimize downtime.
- Executed equipment setup and teardown, printer troubleshooting, software and hardware installations, and system imaging per IT service protocols.
- Generated and managed Level II work orders, following through until successful resolution and escalation as needed.
- Maintained comprehensive inventory controls, tracking all computer equipment and peripherals for accountability and lifecycle management.
- Assisted in technology budget planning and management, collaborating with district IT leadership to allocate resources effectively.
Technical Support Technician II
Robert Half
Richmond, Virginia
02.2015 - 09.2015
- Delivered comprehensive hardware and software support, including system configuration, installation, updates, and repairs of computing devices and peripherals across the organization.
- Proactively monitored infrastructure performance and utilized advanced diagnostic tools to identify and resolve technical issues, minimizing downtime and optimizing system reliability.
- Conducted root cause analysis of service interruptions and collaborated with cross-functional IT teams to implement corrective actions and preventive measures.
- Provided Level I and escalating Tier support, managing work orders and ensuring timely resolution for critical system incidents.
- Maintained clear and professional documentation of system issues, solutions, and communications, facilitating knowledge sharing and process improvements.
- Communicated status and progress of technical issue resolution to stakeholders, ensuring transparency and user satisfaction.
Information Technology Specialist
Apex Systems
Richmond, Virginia
08.2013 - 12.2014
- Delivered Level 1 and Tier 2 support for remote access services, resolving VPN and dial-up connectivity issues to maintain consistent uptime.
- Diagnosed, prioritized, and escalated complex user incidents using comprehensive ticketing systems, ensuring timely resolution.
- Monitored and maintained critical enterprise applications including Mainframe-MVS and CICS, optimizing operational performance.
- Managed mainframe print queue processes by addressing and resetting print transactions to minimize workflow disruptions.
- Provided end-user support for hardware, software, system updates, and peripherals, driving continuous operational efficiency.
- Developed and delivered self-help resources and FAQ documentation, empowering users and reducing repeat support requests.
Information Technology Analyst
Manpower Staffing
Richmond, Virginia
06.2012 - 02.2013
- Utilized remote and on-site troubleshooting to resolve technical issues for over 11,000 users, boosting network performance by 25% and reducing system downtime by 10%.
- Developed and implemented automated procedures to streamline network management, improve data accuracy, and enhance overall system efficiency by 30%.
- Conducted proactive maintenance and monitoring of servers, desktops, laptops, printers, and network devices to ensure continuous service availability and optimal performance.
- Collaborated with cross-functional IT teams to diagnose complex infrastructure issues and deploy timely solutions aligned with operational goals.
- Documented process improvements and technical procedures, contributing to knowledge base resources and reducing repeat incidents.
Data Center Operations Technician
Federal Reserve Bank of Richmond
Richmond, Virginia
12.2005 - 09.2011
- Monitored and maintained 24/7 data center operations, ensuring server, storage, and network device uptime.
- Performed backup/recovery operations including tape library management and routine restoration testing to safeguard data.
- Diagnosed and resolved hardware and software failures, minimizing system downtime.
- Executed server rack installations, cabling, and infrastructure upgrades adhering to physical security protocols.
- Analyzed network traffic for security anomalies and worked to enforce cybersecurity measures.
Education
Associate of Applied Science - Network And System Administration
J Sargeant Reynolds Community College
Richmond, VA05-2006
Skills
- Network troubleshooting
- Remote support
- Incident management
- ITIL practices
- Ticketing systems
- Technical documentation
- Ticketing system
- Software installation
- Network connectivity
Accomplishments
- Pillar Award-2025
- Staff of the Month-2024
Affiliations
Toastmasters International
Member — Present
- Developed advanced public speaking and presentation skills by delivering over [number] speeches in diverse roles (e.g., speaker, evaluator, toastmaster).
- Led and organized club meetings, managing agendas, coordinating speakers, and ensuring timely execution of sessions.
- Enhanced leadership and team collaboration skills by serving in officer roles such as Vice President Education or Club President.
- Coordinated and facilitated speech contests and special events, contributing to club growth and member engagement.
- Mentored new members, providing guidance on speech development and leadership pathways.
- Improved interpersonal and communication abilities, including active listening, persuasive speaking, and constructive feedback delivery.
Certification
- AWS Academy Graduate -AWS Academy Cloud Foundations J Sargeant Reynolds Community College • US, VA, Richmond • 5/2021 Cloud Computing Concentration J Sargeant Reynolds Community College • US, VA, Richmond • 12/2023 Cyber Security Concentration J Sargeant Reynolds Community College • US, VA, Richmond • 12/2023
References
References available upon request.
Education and Training
other
Languages
English
Native or Bilingual
Timeline
Service Desk Technician
Department of Social Services
03.2025 - Current
Online Learning Tech Support Specialist
Hanover County Public Schools
08.2021 - 03.2025
Technical System Operator
Hanover County Public Schools
09.2015 - 08.2021
Technical Support Technician II
Robert Half
02.2015 - 09.2015
Information Technology Specialist
Apex Systems
08.2013 - 12.2014
Information Technology Analyst
Manpower Staffing
06.2012 - 02.2013
Data Center Operations Technician
Federal Reserve Bank of Richmond
12.2005 - 09.2011
Associate of Applied Science - Network And System Administration
J Sargeant Reynolds Community College