Techynates

I'm an IT Support professional who learned through building. Two years of high-pressure remote customer support taught me to calm frustrated users, triage chaos, and document everything. I wanted to work closer to the systems, so I built a virtual enterprise environment — 28-user Windows Server domain, Active Directory migrations, and security policies I'd extend to real enterprise duty.

Currently pursuing CCNA and Security Analyst Level 1 (SAL1). Available for hybrid roles in Nairobi and global remote roles via EOR. Looking for L1/L2 IT support where I can turn tickets into solutions and keep learning without hand-holding.

Homelab Systems Administrator at Personal Enterprise Simulation Lab (Present)

• Architected centralized Active Directory domain from decentralized workgroup; migrated 28 simulated user profiles with 100% data integrity validation via PowerShell SHA256 scripts
• Implemented user onboarding/offboarding workflows including OU provisioning, security group assignments, and PoLP-based access controls
• Reduced simulated account provisioning time by 60% through PowerShell automation of repetitive AD tasks
• Deployed Fine-Grained Password Policies (FGPP) and account lockout thresholds via GPO
• Configured Windows Event Log monitoring for failed authentication attempts; documented incident response playbooks for credential-based attacks
• Simulated LLMNR/NetBIOS-NS poisoning attacks using Responder to capture NTLMv2 hashes in controlled virtual network
• Designed and implemented mitigations: disabled LLMNR multicast, enabled SMB signing, deployed DNS-based name resolution to eliminate broadcast dependency
• Documented vulnerability assessment report with risk ratings and remediation steps, mirroring enterprise security audit standards

Chat Support & Community Operations Specialist at Online Community Platform (2022-02 – 2024-08)

• Managed 50+ daily support inquiries via chat, applying structured ticket triage to categorize issues (account access, platform bugs, billing disputes) and escalate to engineering with full context
• Improved moderation bot workflows to reduce manual intervention by 40%, maintaining 95% community satisfaction score across 200+ active members
• Rebuilt internal knowledge base from scattered notes into a single reference source, reducing repeat technical questions by 30%
• Applied Zendesk-style ticketing methodology to route technical issues, reducing resolution loops by 25% and improving first-response time by 13%

BSc in Computer Science – University of the People (2026-08)