Bedan Mwangi
Nairobi
Summary
Seasoned Cloud Delivery Engineer with a proven track record excelling in Microsoft 365 services and support, M365 migrations and fostering team collaboration. Expert in cloud platforms like Azure, with a knack for enhancing customer experiences through effective communication and technical support. Achieved significant improvements in project deployment efficiency and customer satisfaction.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Microsoft 365 Ambassador |
Upwork
Nairobi
01.2025 - Current
- Assisted over 30 customers with Microsoft 365 technical issues, including account setup, troubleshooting, and resolving technical problems, while maintaining a 95% first-call resolution rate.
- Engaged with over 25 customers empathetically, providing comprehensive support from the initial challenge through resolution, resulting in a 98% customer satisfaction rating.
- Accurately documented all work performed, including details and outcomes, for over 25 support cases in a ticketing system, improving issue resolution times by 25%.
- Collaborated with team members to enhance the customer experience, contributing to a 10% increase in customer satisfaction, and sharing knowledge through 5 team training sessions within the Microsoft support program community.
Cloud Delivery Engineer |
Liquid Intelligent Technologies
Nairobi
09.2021 - Current
- Successfully deployed and implemented cloud projects, including Azure and Microsoft 365, resulting in a 25% improvement in operational efficiency for clients.
- Conducted email migrations for over 50 clients from various platforms to Microsoft 365 using the BitTitan migration tool, achieving a 100% migration success rate with zero data loss.
- Resolved over 400 customer support tickets related to cloud solutions, maintaining a 98% customer satisfaction rating, and reducing the average resolution time by 30%.
- Accurately documented all work performed, including over 400 support incidents, in a ticketing system, enhancing team collaboration and knowledge sharing by 30%.
- Assisted customers in cost optimization, achieving an average of 20% cost savings, and ensuring they operated within budget constraints.
NOC Engineer |
Liquid Intelligent Technologies
Nairobi, Kenya
05.2014 - 08.2021
- Monitored network elements proactively and consistently reducing network downtime by 10%.
- Resolved and documented over 100 network infrastructure outages, improving system reliability by 20%.
- Resolved network incidents within an average of 30 minutes, ensuring minimal downtime, and maintaining a 99.9% uptime.
Education
Bachelor of Science - Information Technology
Jomo Kenyatta University of Science And Technology
Nairobi11-2018
Diploma in Telecommunication Systems - Telecommunications
Multimedia University of Kenya
Nairobi09-2012
Skills
- Cloud Platforms: Azure, AWS, GCP
- Networking
- Microsoft 365 Migrations
- Monitoring and Performance Management
- Communication
- Team Collaboration
- Time Management
Certification
• Microsoft 365 Certified: Enterprise Administrator Expert
• AZ-303/304 - Azure Solutions Architect
• AZ-104 Microsoft Azure Administrator Associate
• AZ-500 Microsoft Azure Security Engineer Associate
• MS-500 Microsoft 365 Security Admin Associate
• Acronis – Cloud Tech Associate certified.
• Acronis – Cloud Tech Professional
• Oracle Cloud Infrastructure - Certified Foundations Associate
References
References available upon request.
Timeline
Microsoft 365 Ambassador |
Upwork
01.2025 - Current
Cloud Delivery Engineer |
Liquid Intelligent Technologies
09.2021 - Current
NOC Engineer |
Liquid Intelligent Technologies
05.2014 - 08.2021
Bachelor of Science - Information Technology
Jomo Kenyatta University of Science And Technology
Diploma in Telecommunication Systems - Telecommunications
Multimedia University of Kenya
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