Open to opportunities

Hillary Kaunyangi

@hillarykaunyangi

Message

Aspiring network operations specialist with hands-on IT support and troubleshooting experience.

Kenya

Message

What I'm looking for

I seek an entry-level network operations/support role where I can apply hands-on troubleshooting, learn from experienced engineers, and grow through certification and practical responsibilities.

I am an aspiring network operations specialist completing a Bachelor of Business Information Technology and awaiting graduation in 2026. I bring hands-on IT help desk experience, strong troubleshooting skills, and familiarity with LAN, WAN, wireless technologies, VPNs, and TCP/IP fundamentals.

In practical roles I managed real-time user support, remote desktop assistance, ticketing systems, and configuration of email and applications, improving user engagement and platform satisfaction. I have supported connectivity across LAN, WAN, Wi‑Fi and VPN environments and have experience with basic network monitoring and NAC concepts.

Through coursework and university projects I have completed modules in routing, switching, subnetting, TCP/IP and wireless technologies, assisted peers in setting up small LANs, and conducted usability testing to improve digital product experiences. I am developing certification credentials including CCNA and firewall/network security training to strengthen my technical foundation.

I am disciplined, results-driven, and customer-focused, with proven communication and multitasking abilities. I look to contribute proactive problem-solving and reliable operational support to a Network Operations & Support team while continuing to grow technical expertise.

Experience

Work history, roles, and key accomplishments

Customer Support Specialist

Remote

Jan 2023 - Dec 2024 (1 year 11 months)

Managed multiple real-time customer conversations with high message accuracy and speed, building user rapport and improving engagement and retention. Demonstrated disciplined multitasking and adherence to strict guidelines to enhance platform satisfaction.

Customer Support Multitasking Communication User Engagement Ticketing Problem Solving

IT Help Desk Technician

Commodities Fund Kenya

May 2023 - Sep 2023 (4 months)

Provided IT help desk support troubleshooting hardware, software, and network issues, managing user accounts and system updates while using ticketing systems to log and resolve incidents. Supported LAN/WAN/Wi‑Fi/VPN connectivity and delivered user training and clear customer communication.

IT Support Ticketing Systems VPN Troubleshooting TCP IP DNS DHCP User Training Remote Support

Education

Degrees, certifications, and relevant coursework

University of Eastern Africa

Bachelor of Business Information Technology, Business Information Technology

Activities and societies: IT help desk support at Commodities Fund Kenya; coursework projects setting up LANs, software testing, and usability testing; remote customer support experience (2023–2024).

Bachelor of Business Information Technology (BBIT) student awaiting graduation in 2026 with coursework in networking, routing, switching, TCP/IP, subnetting, and usability testing; practical IT support experience.