Ken Ngala
@kenngala
IT Support Engineer improving uptime and reducing incidents through automation and structured troubleshooting.
What I'm looking for
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
IT Support Engineer
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.
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.
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.
Tech stack
Software and tools used professionally
Availability
Location
Authorized to work in
Job categories
Skills
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