IT Technician · 10+ Years Experience
Kevin
Mbugua
Break · Understand · Improve
I'm an IT professional who enjoys helping users when something breaks — and just as much, understanding why it broke and how to make it better.
Outside of work, I bring that same mindset into my homelab, building and maintaining self-hosted services with Linux, Docker, a NAS, and anything that gives me a chance to learn something new.
Fixing problems is the job — understanding them is the goal.
— Kevin Mbugua 😎
// Work Experience
2023 – 2025
IT Technical Support
Aim Transportation Solutions
- Supported 400+ users in a corporate environment across hardware, software, and network-related issues
- Troubleshot account lockouts, password resets, VPN/connectivity issues, and system performance problems
- Assisted users with Windows 10/11, Microsoft Office, and general workstation support
- Handled high-volume support workload, averaging 20+ calls and resolving 20+ tickets daily
- Managed incidents through Jira Service Management with clear documentation and resolution tracking
- Balanced phone support and ticket queue to maintain consistent response times
- Managed Active Directory user lifecycle and access-related requests
- Account provisioning, deactivation, and permission troubleshooting
- Performed hands-on hardware diagnostics and repairs
- Laptop and desktop teardowns including RAM, HDD/SSD replacements, and general component troubleshooting
2020 – 2023
Customer Service Representative
WidePoint Solutions
- Provided phone and email technical support for multiple U.S. government agencies including DHS, ICE, USACE, and CDC
- Assisted users with mobile device issues, account access, and service-related troubleshooting in a structured environment
- Followed agency-specific procedures and documentation standards
- Managed high-volume support workload, averaging 50+ calls per day
- Documented detailed call summaries, resolutions, and actions taken to ensure accurate tracking and follow-up
- Coordinated directly with carrier providers for mobile service management
- Handled activations, upgrades, number porting, and service issue resolution across multiple carriers
- Guided users through device setup and configuration
- Assisted with data migration, email setup (Microsoft Outlook), and onboarding of new or replacement devices
2018 – 2020
Application Support Analyst II
GradLeaders LLC
- Handled escalated issues requiring deeper investigation and technical analysis
- Used Microsoft SQL to query production data for reporting, issue validation, and troubleshooting
- Investigated data inconsistencies and resolved complex user-reported issues
- Provided backend support and assisted Level 1 representatives
- Helped troubleshoot escalated cases and guided team members on issue resolution
- Supported application stability during transition from a legacy platform to a newer system
- Assisted users during migration and helped ensure continuity of service
2015 – 2018
Application Support Analyst I
GradLeaders LLC
- Delivered front-line application support via phone, email, and chat
- Assisted users with account access, system behavior, and general troubleshooting
- Documented issues and resolutions to support consistent service and escalation workflows
// Skills
// Homelab & Infrastructure
- Maintain and manage a self-hosted Ubuntu Server running 50+ containers using Docker and Docker Compose
- Deployed services for media management (Plex, Tautulli, TitleCardMaker, Arrs), system monitoring (Uptime Kuma, NetAlertX), and automation (n8n, Watchtower)
- Ensured system uptime, availability, and security
- Automated backups, system OS updates, and service restarts to maintain consistent performance and minimize downtime
- Designed and implemented a fully functional reverse proxy network using Traefik and Cloudflare tunnels
- Secured web services with SSL and integrated SSO authentication using Authentik
- Integrated multiple services including Plex, Code-Server, MkDocs, and Filebrowser, allowing seamless access and management
- Developed custom scripts for system monitoring, alerting, and backup automation
- Automated system log collection and real-time alerting via Discord using n8n
- Performed daily backups of critical data to NAS storage for redundancy and recovery
- Ensured data integrity and availability across network environments
- Configured and maintained shared directories
- Integrated NFS and SMB for cross-platform file access between devices
- Continuously integrated new tools, containers, and services to enhance system reliability, efficiency, and workflow automation