BONIFACE MWANGI MAINA

• Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
• Served as primary point of contact for support relating to owned solutions and products.
• Explained technical information in clear terms to non-technical individuals to promote better understanding.
• Worked directly with clients in rollout and post-rollout stages to train and support new applications and systems.
• Communicated with stakeholders to share critical technical information and deliver project updates.
• Traveled with sales engineers on customer site visits to respond to specific technical questions.
• Maintained response times to support business continuity.
• Gathered trend data from customer calls and interactions.
• Designed tailored engineering solutions for customers based upon key requirements.
• Advised senior personnel on potential process improvements to increase support quality and expedite ticket fulfillment.
• Updated and maintained current customer support database.
• Performed root cause analysis of reported issues to enact corrections.

• Delivered Tier-3 support and SME input to internal and external customers.
• Identified issues, analyzed information and provided solutions to problems.
• Developed and maintained courteous and effective working relationships.
• Demonstrated strong organizational and time management skills while managing multiple projects.
• Used critical thinking to break down problems, evaluate solutions and make decisions.
• Paid attention to detail while completing assignments.

successful projects delivered;Nairobi expressway, Kenya standard gaugerail (SGR), Jomo Kenyatta international Airport,CRBC camps and offices along Western,Southern,Eastern bypass roads respectively

• Maintained quality assurance and customer satisfaction objectives.
• Organized work to meet demanding production goals.
• Completed job reports and logs immediately following service calls.
• Diagnosed and repaired problems with electrical and mechanical systems.
• Worked with diverse types of weather and ground conditions.
• Liaised with internal departments to optimize productivity and efficiency.
• Maintained strong focus on safety and efficiency to provide comprehensive support to personnel performing skilled repairs.
• Inspected, evaluated and calibrated electrical and mechanical systems and components.
• Wrote and revised maintenance procedures.