Open to opportunities

Ken Ngala

@kenngala

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IT Support Engineer improving uptime and reducing incidents through automation and structured troubleshooting.

Kenya

Message

What I'm looking for

I’m seeking a hands-on IT support or system administration role where I can reduce incidents, implement automation, improve uptime, and grow into broader systems responsibilities within a collaborative team.

I am an IT Support Engineer and emerging System Administrator focused on reducing incident volume and improving system uptime through structured troubleshooting, preventive maintenance, and automation.

I have hands-on experience in Windows environments, Microsoft 365 and Google Workspace administration, identity and access management, VPN and network troubleshooting (TCP/IP, DNS, DHCP), and enterprise helpdesk operations. I’ve implemented ITIL-aligned workflows, created knowledge bases and SOPs, and standardized endpoint configurations to improve SLA compliance and reduce recurring issues.

I build Python-based automation to streamline workflows and improve maintainability, and I’m pursuing formal studies in system administration while holding certifications in Python fundamentals and data structures.

Experience

Work history, roles, and key accomplishments

Current

IT Support Engineer

Current

Unknown

Jan 2023 - Present (3 years 2 months)

Reduced incident volume 30% and improved system uptime 35% through structured troubleshooting, preventive maintenance, and Microsoft 365/Google Workspace administration for 30+ end users.

Microsoft 365 Administration Azure AD Entra ID Fundamentals TCP IP DNS DHCP VPN Troubleshooting

Student Support Assistant

BYU Pathway Worldwide

Mar 2025 - Nov 2025 (8 months)

Provided first-contact technical support for 25+ remote users per intake with a 90% first-call resolution rate, improving escalation documentation and cross-team communication.

LMS Support Ticketing Systems Remote Support Browser compatibility User Training Documentation

Education

Degrees, certifications, and relevant coursework

Brigham Young University-Idaho (via BYU-Pathway Worldwide)

Bachelor of Applied Science, Information Technology — System Administration

Activities and societies: Certificate in Technical Support Engineer (ongoing); coursework and practical labs in system administration, networking fundamentals, and automation.

Enrolled in a Bachelor of Applied Science in Information Technology with a focus on System Administration and concurrently pursuing a Certificate in Technical Support Engineering through BYU-Pathway Worldwide.