THOMAS O. AMENYA
P.O. Box 14103 - 00800, Nairobi, Kenya, Email:-Profile Summary
I am ten years Experienced IT professional with a successful track record in Information Technology and
Leadership skills. In summary I have worked as a Technical Support Engineer, Systems Administrator,
Service Delivery Engineer and Help Desk Technician. I’m skilled problem identifier and troubleshooter,
comfortable managing systems, projects and teams.
Highlight of my Professional Experience
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Experience in Network Operations Centre (NOC).
Four years of experience in Telecommunication industry.
Experience in Systems Administration (Windows servers, Mac OS Servers and Linux).
Experience in Cloud Services (Google Apps, Azure, AWS, Office 365).
Experience working with Content Management Systems (CMS) – (WordPress, Joomla).
Experience in deploying and managing wireless controllers.
Experience in configuring firewalls and network monitoring.
Experience in deploying and maintaining Cisco networking devices.
More than five years network cabling experience.
Experience in Service Delivery and Information Systems Help Desk support.
Experience in setting up and managing Local and Wide Area networks (LAN/WAN).
Thorough experience in Hardware/Software installation and configuration.
Technical experience in Customer/User support and training.
VSAT experience; installation, maintenance and troubleshooting (on Hughes and iDirect platforms).
Core Competence and Abilities
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Knowledge of CDMA, WCDMA and GSM.
Comprehensive knowledge of CISCO networking technologies.
Solid experience in ITIL and ITSM best practices for process improvement.
Skilled in designing, planning and implementing LAN/WAN solutions.
Wide knowledge of Network System Engineering methods.
Ability to thrive in both independent and collaborative work environments.
Good leadership skills and with the ability to guide and provide technical direction and supervision
for a given project.
Excellent problem solving, analytical and logical thinking skills.
Ability to manage multiple tasks in a pressured environment.
Exceptional versatility, adaptability and interpersonal skills.
Education and Training
May 2009 – May 2011: Kenya Methodist University (KEMU)
(Bachelor of Business Information Technology).
May 2006 – July 2008: Jomo Kenyatta University of Agriculture and Technology (JKUAT)
(Diploma in Business Information Technology).
Personal Skills Enhancement and Capacity Building
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Leadership and Management practices - Mike Harper Consultants (Oxford Management School).
Basic Sales Training - Geeta Dhall (DRM iWay Africa).
ITIL Foundation.
Professional Experience
October 2013 – up to date: International School of Kenya
Position: Network and Systems Administrator
International School of Kenya (ISK) is a private, non-profit Pre-K to Grade 12 School created in 1976 through
a joint partnership between the governments of the United States and Canada. ISK serves the educational
needs of both expatriate and Kenyan students who seek a challenging, North American curriculum together
with the rigorous International Baccalaureate Diploma program.
Responsibilities
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Coordinate planned changes in liaison with relevant departments such as Customer Service,
Faculty and Operations.
Lead the charge in Mobile Device Management Projects incidents, configurations, and
problems and ensuring that projects deliver value to the business.
Provide insight into developing solutions for infrastructure changes in IT service.
Implementing continual service improvement initiatives that lead to a more stable and reliable
IT platform.
Demonstrate knowledge of and ability to reduce the impact of related incidents on IT service to
ensure standard processes and procedures are adhered to, and to improve IT service operations
Offer support to cloud based school systems (Moodle and PowerSchool).
Ensure a secure computing environment utilizing information technology security best
practices.
Maintain knowledge base of computing environment, operations, policies and procedures.
Regular installation, maintenance and repair of network infrastructure including: cabling;
changes or additions to Work Area, Horizontal, Administration, Backbone, Equipment Room
and Campus Subsystems; concentrators.
Maintaining inventory data of information technology equipment; handles yearly check in/out.
Continuing to develop new skills in the area of technical support.
Learning and applying pertinent ISK school policies, rules and regulations using good judgment.
Dec 2011 – Sep 2013: East African Canvas Co.
Position: IT Manager
To Provide Windows/Linux Administration, Network Management (Routers, Switches, Access Points,
LAN/WAN/VPN administration), Intrusion Detection and Prevention (IDP) monitoring, Email, Active
Directory and general Server Management, Monitor and perform necessary maintenance to support Network
availability.
Responsibilities
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Head of all IT projects in EACC; local and remote office.
Evaluate, plan, execute and install new software releases, system upgrades, and patches.
Monitor servers and entire network infrastructure regularly and perform troubleshooting steps.
Maintain necessary back-up of important files and databases and document them for future
references.
Install and manage active network devices: routers, switches, firewalls and servers.
System/Network monitoring, and performance analysis.
Installation and configuration of all software and all hardware including Application software,
Servers, PCs, printers, Router, Ethernet switches, Wireless access points and IP cameras.
Implement, manage and monitor protocols and procedures to ensure security and stability of the IT
network.
Play a key role in shaping ICT policy and strategy including producing and adapting the ICT
development plan.
Manage IT budget. Expert analysis and careful planning to ensure company receives top-quality
equipment for hardware/software improvements and upgrades while remaining within budget.
Reengineered the office LAN eliminating unneeded equipment to streamline the LAN for the
purpose of reducing latency.
Aug 2008 – May 2011: iWay Africa Ltd
Position: Service Delivery Engineer
iWay Africa which is a member of Telkom South Africa, is the leading corporate data provider providing
customized solutions to national, pan-African and multinational enterprises. iWay is the largest VSAT
provider in sub-Saharan Africa present in 35 countries, with over 46 distributors. Service Delivery seeks to
certify the delivery of service is always excellent. The main role was to ensure proper and efficient delivery
of services to the customers. This involved Product delivery where we used to measure external and internal
processes to ensure we are up to speed in meeting customer’s needs.
Responsibilities
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To keep abreast of modern and the latest technology in order to acquire skills and knowledge that
will increase customer satisfaction.
Design customer Network and Satellite link budgets.
Continuously evaluate efficiency improvements and champion solutions that will better our service
delivery and ensure that our customer satisfaction levels remain exceptionally high.
Evaluate, identify and deploy a system for surveying iWay customers to gain insight into their
service satisfaction and make recommendations to management.
To provide technical support to the Distributor Relationship Managers and Service Delivery Team.
Build long term initiatives focusing on excellent service experience that will promote customer
loyalty and retention among iWay customers and end users.
To advocate for customer issues and proactively follow up with the relevant departments to ensure
quality resolutions are made to customer satisfaction.
Offer technical advice to customers that complain in end user surveys undertaken by the customer
satisfaction department.
To develop mutual understanding with iWay distributors to improve quality of support offered to
the clients.
To assist distributors solve problems when called upon, via chat, phone or email.
Jan 2008 – Aug 2008: iWay Africa Ltd
Position: Customer Support Engineer
In this position I was required to troubleshoot, manage and maintain high speed satellite broadband Internet
Solutions, the VSat systems and the products supporting the internet service from Hughes Network System
Responsibilities
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Monitor performance, capacity, and availability of the network on an ongoing basis, Extend technical
support to customers through remote and on-site troubleshooting.
Monitor the alarms of all Network Elements throughout the Operations and Network Management
software.
Installation and Maintenance of the Communication Networks including VSATS, WLL systems and
wired.
Offer assistance to Field Maintenance Teams and / or subcontractors for clearing hardware faults
Managing the packeteer (bandwidth Manager) software that allows all Vsats/terminals to connect to
the Internet through Afsat NOCs.
Create commissioning parameters for VSAT sites for the distributors per country.
Prepare Troubleshooting and support tasks for the VSAT sites.
Perform the reconciliation actions as advised/concluded from the reconciliation task.
Customer support on chat, on call to ensure customer targets are met.
Customer Liaison and network efficiency evaluation.
Ensure continuous improvement of Customer Support procedures to increase the customer
satisfaction in conjunction with our billing, logistics and Network Management Center teams.
Managing and troubleshooting the iWay VoIP solution to offer toll quality voice communication.
Provide on line assistance to AFSAT engineers in other countries to set up Vsat terminals in remote
sites.
Manage and troubleshooting mail systems and mail related complaints.
To ensure that solutions such as RIIG (Remote Internet iWay Gateway) and other offered services
are effectively and efficiently implemented.
Nov 2007 – Jan 2008: Ministry of Energy
Position: I.T Help Desk Support [Intern]
Responsibilities
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Troubleshooting Network and Internet connectivity problems.
Providing In-house staff and field technical/user support both on first and Second level.
Installation and configuration of Dial – up and Leased line connections
Understanding of networking standards, such as HTTP, DNS, SMTP, IMAP, POP.
Workstations configuration, installation of operating systems and specific applications
Configuration of client’s email and their pop accounts.
Providing End – user training on Microsoft office applications and
Training of other new interns.
Referees
1. Tom Makau,
Chief Technology Officer,
Callkey Networks,
3. Geraldine Makunda,
Results Manager,
Kenya Gatsby Trust,
2. Diana Ayoo,
Africa Mobile Specialist,
Vodafone Global Enterprise,
4. Peter Kavita,
Sales Support,
West Indian Ocean Cable Company,
