Thomas Amenya

Experience

• 

  Ministry of Energy

  Nov 2007 - Jan 2008

  Information Technology Help Desk Support

  During this work tenure I handled duties as troubleshooting network and internet connectivity problems, providing In-house staff and field technical/user support both on the first and second level, installing and configuring dial-up and leasing line connections and training new interns.

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  IWayAfrica Services Ltd

  Jan 2008 - May 2011

  Created commissioning parameters for VSAT sites for the distributors per country. •Prepared troubleshooting and support tasks for the VSAT sites. •Extended technical support to customers through remote and on-site troubleshooting. •Performed the reconciliation actions as advised/concluded from the reconciliation task. •Monitored performance, capacity, and availability of the network on an ongoing basis. •Carried out customer support on chat, and on-call to ensure customer targets are met. •Handled customer liaison and network efficiency evaluation. •Installed and maintained the Communication Networks including VSATS, WLL systems, and wired. •Ensured continuous improvement of Customer Support procedures to increase customer satisfaction in conjunction with our billing, logistics, and Network Management Center teams. •Managed and troubleshot the iWay VoIP solution to offer toll-quality voice communication. •Provided online assistance to AFSAT engineers in other countries to set up Vast terminals in remote sites. •Managed and troubleshot mail systems and mail-related complaints. •Ensured that solutions such as RIIG (Remote Internet iWay Gateway) and other offered services are effectively and efficiently implemented. Show less

  • Service Delivery Engineer

    Aug 2008 - May 2011

  • Customer Support Engineer

    Jan 2008 - Aug 2008
• 

  EACC

  Dec 2011 - Sept 2013

  IT Manager

  Working with End users to troubleshoot and resolve their Office 365 issues.Configure and manage third party identity management solutions SailPoint, NetIQ, Okta.Desktop Virtualization solutions; Windows 365, Azure Virtual Desktop or Amazon Workspace.Perform server administration tasks, including user/group administration, security permissions, group policies, print services, research event log warnings and errors, and resource monitoring, ensuring system architecture components work together seamlessly.Head of all IT projects in EACC; local and remote office.Manage IT budget. Expert analysis and careful planning to ensure the company receives top-quality equipment for hardware/software improvements and upgrades while remaining within budget. Show less

• 

  International School of Kenya

  Oct 2013 - Jan 2022

  IT Systems Administrator

  •Implement advanced networking configurations and solutions to optimize media traffic routing, ensuring high call quality and minimal latency for cloud applications.•Provide comprehensive support for Microsoft Office 365 and other enterprise collaboration tools such as OneDrive, Exchange Online, SharePoint Online, and Teams.•Handle device provisioning and management, including remote management, patch management, device security, endpoint security, and application load as needed.•Manage primary systems, including Okta, Jamf, Google Workspaces, Office 365, Apple School Manager, Atlassian Suite for Jira and Confluence, Slack, Zoom, Mimecast, and others.•Configure, manage, troubleshoot, and optimize device management tools such as JAMF Pro, Intune, and Meraki Systems Manager, establishing policies and procedures for device management processes.•Ensure the security of user data on Microsoft 365, Identity, and Devices (corporate and BYOD).•Provide infrastructure support encompassing Networking, Virtualization, Identity, Security, and Storage.•Act as the front line in handling employee IT support requests through help tickets and managing hardware returns.•Demonstrate expertise in reducing the impact of incidents on IT service, ensuring adherence to standard processes and procedures, and improving IT service operations.•Establish and maintain a secure computing environment by implementing information technology security best practices.•Continuously update knowledge base regarding the computing environment, operations, policies, and procedures.•Learn and apply relevant ISK school policies, rules, and regulations, exercising good judgment in their implementation. Show less