Gregory Kilonzo

Gregory Kilonzo Mwau IT Administrator Professional Summary IT Administrator with 6+ years of experience in enterprise system administration and collaboration application support, specializing in Microsoft Office 365 and Google Workspace environments. Proven expertise in email back-end support (Exchange Online), SaaS application administration, third-party integrations, and custom automation solutions. Strong background in production support, identity and access management, API-based integrations, and compliance-driven environments, with a consistent record of maintaining high availability, security, and user productivity. Professional Experience Production support engineer, SC Ventures by Standard Chartered, Solv Kenya Production and Incident Support Participated in production issues and troubleshooted issues with each incident to determine the customer support teams can restore services quickly. Meaningful ownership and committed from initial request to resolution, ensuring business systems remain stable and are available. Assisted business analysts in supporting daily changes, monitoring uptime throughout metrics, incident resolution and resolution where needed. Assisted incident management teams with data analysis and shared lessons, names, to prevent repeat problems. Worked closely with application owners and developers and coordinating issues to increased performance and Compliance. Enforced best practices in Infrastructure security, including patch management, internal abuse awareness efforts and vulnerability scans. Ensured full compliance with organizational and industry specific regulatory standards (e.g., internal Soko Kenya and GRC reviews). Conducted risk and vulnerability assessments to ensure alignment with data protection and cybersecurity frameworks for digital services. Technical and Project Support Contributed to cloud automation and Drive-scale integration with support business solutions. Example are Credit score, freenom and what integration. Worked with the development team to identify, develop, test, and deploy internet-new software improvements. Documentation and Knowledge Management Ensured up-to-date and detailed documentation on service Credit score for customers, infrastructure setups, and incident handling procedures. Contributed to improve issue training modules to empower internal technical support and onboarding. End-User Production Support Provided timely support for production systems, enabling customer facing teams to deliver near real-time services. Analyzed trends from incidents to optimize systems and reduce recurring issues. Cloud Infrastructure and Automation - Cloud Support Assisted in managing and scaling virtual and infrastructure for production environments that are on scalable government automation. Enhanced the development team to maintain a core infrastructure as code. Just using Terraform and Ansible under the guidance of well-sleeping times. • • • • • • • • • • • • • • • • 11/2022 – Present Nairobi Kenya Ideas, implement and troubleshoot Cyclo pipelines using GitLab and blue-green, ensuring consistent web and improvements transitions. Co-developed automation scripts (Python, Shell) and monitoring systems to real time delivery of complex operation changes, reducing incident response times. • • IT administrator, SC Ventures by Standard Chartered, Solv Kenya Collaboration Platforms & Enterprise Applications Administered Microsoft Office 365 tenant, including Exchange Online, Teams, SharePoint, OneDrive, Power Automate, and third-party integrations. Designed and supported Power Automate workflows for user lifecycle management, access approvals, and operational automation. Managed Google Workspace environment, including Drive and Editors (Docs, Sheets, Slides, Forms, Sites), access controls, data sharing policies, and security settings. Supported Google Workspace AppScript-based automation and third-party addons for productivity enhancements. Email Back-End & Infrastructure Support Provided hands-on email back-end support for Exchange Online, including mail flow troubleshooting, security, and access issues. Managed Windows and Linux servers, virtualization platforms (VMware, Oracle KVM), and network infrastructure (LAN/​WAN/​VPN, firewalls). System Administration Managed, configured, and supported both virtual servers, and shared resources on desktops, and network resources in workshop/​office environments. Maintained backups of Active Directory, GPO's, and Group Policies. Partnered with upgraded and remote infrastructure including LAN/​WAN infrastructure including firewalls, switches, and VPNs. Managed enterprise security via Microsoft Intune, Jamf, and Cloudflare Zero Trust. Enterprise Applications & Azure AD Integration Managed integrations of enterprise applications with Azure Active Directory (AD) for secure single sign on (SSO) and centralized access management. Configured user authentication, role-based access controls, and application access management for growth organizations strategy candidates. Coordinated application awareness and scalability review board teams on assisting unit tests and enhancement when temporary. Monitored access logs and audit trails to maintain compliance on access security monthly. Provided support to key title requests issues and worked with Microsoft 365 on access to improve user experience. Technical Support & Incident Management Provided capacity, technical support to staff by troubleshooting system, network, and application issues. Handle major incidents by conducting quick triage, finding the root causes and applying lasting solutions to prevent repeat problems. Worked closely with other IT teams to ensure coordinated incident response, quick and systems remain stable. Gave proper records of incidents, actions taken, and time taken to quickly improve incident response time to customers. Network Administration Managed and supported LAN, WAN, and VPN network infrastructure ensuring stable and secure network operations. • • • • • • • • • • • • • • • • • • • • 05/2023 – 06/2023 Nairobi County, Kenya Configured and troubleshooted switches, routers, and firewalls to maintain optimal performance. Monitored network security, applied firewall policies, and adherence and compliance with IT standards acts. Worked with engineers to store and recover data to quickly locate issues and implement network improvements. Documented network configurations and disappearances, user setups and network access issues. Information Security & IT Service Management Support the company's enterprise Information security (IS) program by performing monthly compliance reviews and submitting required evidence in internal systems. Collaborated with security and compliance teams to maintain audit readiness and strengthen internal controls. Monitored service performance metrics to identify recurring issues and recommend process improvements. Ensured adherence to organizational IT policies and contributed to a culture of proactive service recovery. • • • • • • • • IT Support Specialist, Sama Performed routine maintenance on monitoring and troubleshooting on LAN settings, ensuring optimum performance and minimum cost/​downtime. Worked closely with other IT engineers to resolve complex technical issues, such as network outages and security breaches. Resolve diverse range of technical issues across multiple systems and applications for customers/​clients and users. Provided first-level technical support for a wide range of hardware, software, and network systems, including desktops, laptops, printers, and mobile devices. Assisted employees with basic tech installations such as software installation, computer setup, and network connectivity. Dispatch/​troubleshoot tickets in a timely and professional manner ensuring high levels of customer satisfaction. Worked with some IT staff to resolve more complex technical issues, including ransomware issues, network outages, and security breaches. Participated in ongoing maintenance and upgrades of the company's IT infrastructure, including hardware and software installations, updates and patches. Participated in scheduled software application and system. Managed network infrastructure, including servers, routers, switches, and firewalls. Conducted training message to entire company on various software applications and systems. 11/2018 – 01/2022 Nairobi, Kenya IT Intern, Sama Installed and configured computer hardware, operating systems, and applications. Monitored and maintained computer systems and networks, Replacing parts as required. Troubleshoot multiple setting systems and network problems and diagnosing and solving hardware or software faults. Monitored help desk tickets and resolving basic issues. Assisted in setting up new users' accounts and profiles and dealing with password issues. 10/2017 – 12/2018 Nairobi, Kenya • • • • • • • • • • • • • • • • Managed PC setup and deployment for new employees using standard hardware, images and software. Tested new technology to see if the problem has been successfully resolved. Took ownership, followed up, to help resolve issues. Documented all pertinent end user identification information, including name, department, contact information, and nature of problem or issue. • • • • IT Intern, Lesonken Pharmacy Performed troubleshooting, analysis of servers, workstations and associated systems. Assisted the T. Officer in managing user accounts, permissions, email, and anti virus aspects. Performed data backups of all systems both on-premise and cloud, as scheduled and ensured data integrity. Assisted the T. Officer in planning, development and implementation of enhancements on various applications programs, minimum hardware and integration of a management information system. Managed and kept records of all IT equipment and software in use. Assisted in laying and terminating all system and telephone, and maintained records of annual examination and providing technical support and training when needed on the used systems/​IT related income systems. Troubleshooted all computer network connection problems to client computers. Assisted in acquiring and replacement of mouse, keyboards, hard drives, cables and other software. Did licenses and installations upgrades, software maintenance, equipment deployment among others. Handled tickets from users. • 02/2015 – 08/2016 Nairobi, Kenya • • • • • • • • • Education BSc in Information Technology 10/2013 – 11/2016 Nairobi, Kenya Skills Cloud and Enterprise Applications AWS, Azure, GCP, Private Cloud Windows & Linux/​Unix administration Virtualization (VMware, Oracle KVM) Email security, endpoint protection, vulnerability management Network administration (Firewalls, VPNs) • • • IT Infrastructure and Administration Windows and Linux Jr. Administration Virtualization (VMware, Oracle OCI) Server and Storage Management Private Cloud Infrastructure • • • • • • Monitoring and Automation REST APIs, webhooks, SSO (SAML, OAuth) PowerShell, Python, Shell scripting CI/​CD support (GitHub, Jenkins) • Networking and Security IT Security and Compliance Standards Email Security Software (Spam and Phishing Protection) Security Incident Investigation & Management Network Troubleshooting and Optimization • • • • • • Soft Skills Accountability and integrity Teamwork and Interpersonal Skills Creativity and Innovation Analytical analysis Time Management and Prioritization • • • Technical Support and Problem Solving Troubleshooting (Virtual, Server, Storage Apps) Root Cause Analysis & Resolution IT Support & User Training Enterprise IT Incident Management Process Control and Jira Management • • • • • • • Collaboration and Productivity Platforms Microsoft Office 365 (Exchange Online, Teams, SharePoint, OneDrive, Power Automate) Google Workspace (Drive, Docs, Sheets, Slides, Forms, Sites, AppScript) SaaS application administration & third-party integrations • • • Certificates GCP Associate Cloud Engineer Microsoft Certified: Azure Fundamentals Google Workspace Administrator Oracle Cloud Infrastructure Associate GCP Professional Cloud Architect AWS Certified Solutions Architect Associate Microsoft Certified: Azure Fundamentals AWS Certified Cloud Practitioner AWS Certified SysOps Administrator-Associate Currently Ongoing