Beryl Omondi

• Install, configure, and upgrade PostgreSQL database software across development, testing, and production environments.
• Design and implement backup and recovery procedures to ensure data integrity and availability.
• Monitor database performance metrics and tune PostgreSQL configuration parameters for optimal performance.
• Implement and manage PostgreSQL replication, clustering, and high availability solutions.
• Develop and maintain database security policies and procedures to protect sensitive data.
• Collaborate with development teams to optimize SQL queries and database schemas for performance and scalability.
• Conduct database schema changes and migrations with minimal impact on production systems.
• Provide technical support and troubleshooting for database-related issues, including on-call rotation for 24/7 support.
• Automate routine database administration tasks using scripting languages such as Bash

• Contributed to the development of AI algorithms through precise data annotation tasks.
• Kept up-to-date with industry developments and trends in data annotation techniques and tools.
• Optimized data annotation processes, improving overall efficiency and quality of training data sets used for model development.
• Streamlined data collection and annotation processes for training AI models, minimizing errors and inconsistencies.

• Improved customer satisfaction by efficiently diagnosing and resolving technical issues.
• Established a strong rapport with clients, leading to increased referrals and repeat business due to exceptional technical support services.
• Provided exceptional technical support for software and hardware, resulting in reduced downtime for clients.
• Increased efficiency with comprehensive knowledge of company products and services, allowing for quick issue resolution.
• Enabled seamless software updates by guiding users through installation processes step-by-step over phone or email communications effectively.
• Achieved higher customer retention rates through excellent communication skills when explaining complex technical concepts in simple terms.

Assist customers via phone, email, or ticketing system with troubleshooting hardware, software, and network issues.

Diagnose and resolve technical problems by guiding customers through step-by-step solutions or escalating issues to senior support staff as needed.

Document support interactions, solutions provided, and troubleshooting steps taken to maintain accurate records and knowledge base articles.

Communicate effectively with customers to ensure clear understanding of technical issues, resolutions, and next steps.

Collaborate with cross-functional teams, including product development and engineering, to escalate and resolve complex technical issues.

Identify opportunities to improve support processes, tools, and documentation to enhance the overall customer experience.

Participate in training sessions and workshops to enhance technical skills and knowledge of products and services.

Assist with special projects and initiatives as assigned by the technical support team or management.