Technical Support System Administrator
Resume:
Titus Mayieka Onsomu
BRUSH PRAIRIE WA,98606
**********@*****.***
*Professional Experience*
Highly motivated and experienced System and Cloud Professional with over 5+ years of expertise in designing, implementing, and managing scalable cloud infrastructure, ensuring high availability, security and efficiency.
*Technical Skills*
Cloud Platforms: AWS, Azure, Google Cloud
Operating Systems: Windows, Linux, Unix
Virtualization: VMware, Hyper-V
Containerization: Docker, Kubernetes
Scripting: Python, PowerShell, Bash
Networking: TCP/IP, DNS, DHCP
Security: IAM, SSL/TLS, Firewalls
Monitoring: Nagios, Prometheus, Grafana
Senior System Administrator - HF GROUP 2020 to 2024
Configured and maintained system hardware, software and network components.
Monitored system performance to ensure optimal operations and identified potential issues.
Installed, tested and evaluated new systems, applications and patches.
Created user accounts and managed access rights for users.
Troubleshoot application errors and provided technical support to end-users.
Developed scripts to automate routine tasks.
Performed regular backups of critical data and documents.
Performed daily backups of critical data files.
Upgraded existing systems with new releases of operating systems and applications.
Coordinated with vendors regarding hardware and software purchases.
Deployed virtual machines using VMware vSphere technology.
Configured user accounts, permissions, and access rights.
Provided technical support to customers on cloud-based applications and products.
Monitored the performance of multiple cloud platforms including AWS, Azure, Google Cloud Platform, and other industry-leading providers.
Developed cloud storage solutions to meet data sovereignty and compliance standards.
Trained team members and users in newly implemented and emerging technology to enhance business productivity.
*Helpdesk Support Engineer - HF GROUP 2017 to 2019
Provided technical support to customers over the phone and in person.
Resolved customer issues by troubleshooting hardware, software, and network-related problems.
Assisted with installation of new hardware and software systems.
Configured computers, laptops, printers, and other peripherals for users.
Created user accounts and assigned security access levels.
Documented all helpdesk interactions in a ticketing system.
Performed regular maintenance on computer systems and networks.
Responded quickly to customer inquiries via email or telephone calls.
Monitored server performance and ensured efficient operations.
Tested network connections for proper functionality and speed optimization.
Developed training materials for end users on how to use IT services efficiently.
Maintained inventory of all equipment used within the organization.
Assisted with design of local area networks and wide area networks.
Provided guidance to junior technicians regarding best practices in IT support.
Collaborated with vendors to resolve complex technical issues.
Diagnosed system errors using various diagnostic tools.
Assisted in the deployment of new software applications and hardware systems.
Implemented backup and recovery procedures to safeguard against data loss.
Installed and performed minor repairs to hardware, software or peripheral equipment.
Evaluated software or hardware to recommend improvements or upgrades.
Set up equipment for employee use, performing or properly installing cables, operating systems or software.
Conducted workflow analysis, space design or cost comparison analysis. IT Support Specialist - HF GROUP 2013 to 2016
Provided technical support to end-users on a variety of computer software and hardware issues.
Analysed system logs, identified potential issues, and implemented solutions in a timely manner.
Developed and maintained user accounts, permissions, and access rights.
Conducted remote diagnostics to identify and solve technical problems.
Documented all customer interactions and resolutions in the ticketing system for future reference and reporting.
Monitored and responded to support tickets in a timely manner, prioritizing based on urgency and impact.
Guided customers through step-by-step solutions in a clear and concise manner.
Trained new support representatives on troubleshooting techniques and company support protocols.
Provided technical support and troubleshooting services to end-users experiencing hardware and software issues.
Assisted in the development and updating of technical documentation and support guides.
Analysed support tickets to identify trends and recommend product improvements to the development team.
Escalated complex issues to senior technical staff, ensuring proper follow-through until resolved.
Demonstrated advanced product knowledge to solve customer issues.
Stayed abreast of latest software developments to enhance job knowledge.
Served as first point of contact for incoming technical service calls and emails.
Delivered local and remote Tier 1 IT support for hardware and software to company personnel.
Troubleshot hardware issues and worked with service providers to facilitate repairs for end users.
Identified opportunities for process improvements within the IT department that could result in cost savings or increased productivity.
*Education*
- Bachelor's Degree in Computer Science/Information Technology University.
(https://www.jkuat.ac.ke)
-High School.
*Certifications*
● AWS Certified Solutions Architect - Professional
● Microsoft Certified: Azure Solutions Architect Expert
● Microsoft server administration.
● ITIL
*Projects*
Cloud-based E-commerce platform using AWS and Docker
Automated deployment of Azure Kubernetes Service (AKS) cluster
Onprem migration of AD to cloud platform.
Upgrade of old Server OS to Win OS 2022 platform
Migration of Windows environment to Linux platform.
*References*
Available upon request.
Contact this candidate