ANTHONY M MUNYUA
2120 Hutton Drive, Carrollton, TX-.
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Professional Summary
Personable and knowledgeable IT support technician with over 6 years assisting customers with
various hardware and software related issues. Provided in-depth technical support to clients at
a Tier 2 level, solving 99.2% of issues without transferring to Tier 3 support. Seeking to provide
expert technical support to enterprise organizations as the L3 tech support engineer.
Skills
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AWS (Amazon Web Services)
LinkedIn marketing
Active Directory and Services
Azure
IT Management Software: ConnectWise
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CRM tools: Zendesk/Freshdesk/Zoho
Marketing automation
Power BI
SOPHOS NG
FortiNet
Experience
Managed Service Engineer
Oct 2021 ‐ Sep 2022
SynchroNet ‐ Houston, TX, United States
• Perform troubleshooting and repairs of AppStream and Workspaces on AWS
• Perform troubleshooting on remote VPN connectivity
• Perform troubleshooting on network drive access
• Work daily with Active Directory with knowledge on resetting passwords and assigning
users and computers to groups.
• Perform technical presentations for customers, partners, and prospects
• Nurture relationships with existing and prospective client accounts at all levels of
management
Technical Software Support Engineer
Nov 2019 ‐ Oct 2021
NCH Software ‐ Greenwood Village, CO, United States
• Own and solve customer technical issues, using troubleshooting and analytical skills, as
well as cross team collaborations
• Meet department SLA requirements, keep stakeholders updated, and clearly document
customer issue progress and outcomes
• Serve as the primary escalation point for Level1 Customer Support
• Create and deliver training and documentation for peers on key technical topics, and
service approaches for attaining yet greater customer satisfaction
• Assist the Product and Engineering teams in prioritizing the product fixes and
enhancements, appropriately representing the customers interests and urgency
• Serve as the point of contact to third party vendors for those customer application issues
requiring third party software support
Technical Support Specialist
Dec 2018 ‐ Nov 2019
Opus Behavioral EMR ‐ Chicago, IL, United States
• Application and hardware installations
• Identify issues and propose resolutions, advancing to appropriate personnel as needed
• Evaluate information gathered from various sources, reconcile differences, and translate
high-level information
• Documenting support cases in Salesforce.
Project Management Consultant & System Administrator
Jun 2014 ‐ Dec 2018
Ison Technologies ‐ Nairobi, Kenya
• Steered the installation of Avaya at a call Center for Airtel and StanChart Bank
• Coordinates and liaises of internal and external teams to ensure flowless communication:
acts as the central point of communication for the Tech transfers and the Tech Services
projects.
• Monitors compliance with deliverables, timelines, and budgets.
• Organizes project meetings, issues agenda and minutes, follows up on action items with
the stakeholders.
• Collects info to build project plan: including owner info, duration, lag time, budget, risks,
and prerequisite tasks
• Revision of technical documentation: study protocol/report, process validation
protocol/report, analytical method validation protocol/report
Data Recovery Specialist
East African Data Handlers Ke. ‐ Nairobi
• Investigate IT Audit
• Evaluate and Analyze IT Risk
• Investigate and Resolve Breaches
• Secure Data and People
• Digital Forensics
• Data Recovery Services
Feb 2012 ‐ Jun 2014
Education
Bachelor of Science (B.Sc : Cyber Security & Forensics
Walden University
Nov 2018
Graduate Diploma : Network Security and Design, Network and System
University of Cambridge
Dec 2008
MCSE, Microsoft
CLC Africa
Apr 2006
Certification
Microsoft Certified System Engineer (MCSE)
Referees
Company: Synchronet
Position: MSP Supervisor
Name: Larry Smith
Contact: -
LinkedIn: linkedin.com/in/larry-john-smith-jr
Company: OPUS
Position: IT Director
Name: Humberto Buniotto
Contact: -
LinkedIn: linkedin.com/in/humbertobuniotto
Company: Aitel Kenya
Position: IT Governance Manager
Name: John Kiama
Contact: -
LinkedIn: linkedin.com/in/john-kiama-04616b21
Company: ISON Technologies Kenya
Position: Vice President
Name: Saurabh Jain
Contact: -
LinkedIn: linkedin.com/in/saurabh-jain-625681b
