I am a technical support engineer with a background in Computer Science and over 10 years of experience in managing Shopify and WordPress themes and applications. My expertise in these areas has allowed me to help customers troubleshoot technical issues and develop solutions to meet their needs. Currently, I am a team leader managing a group of technical support engineers, where I continue to leverage my experience to provide technical guidance and support to our clients. Overall, my background and experience have provided me with a strong foundation in technical support, leadership, and problem-solving skills, enabling me to excel in managing technical support teams and helping customers resolve complex technical issues.
Hi, I’m
Brian Moninda
Technical Support Engineer
Nairobi
Summary
Overview
10
years of professional experience
5
years of post-secondary education
Work History
Xfusion.io
Team Leader
06.2021 - Current
Job overview
- Managing the team's day-to-day operations:
- Recruiting and training team members
- Building strong partnerships with clients. I communicate regularly with clients to understand their needs and requirements, and to ensure that the team is meeting their expectations.
- Conduct training and mentorship sessions with team members to promote productivity and commitment to friendly service.
- Lead in group projects, delegating tasks and providing feedback.
- Participate in the management operations, strategic, growth and development meetings
- Creating and implementing policies and procedures
Xfusion.io
Product Support Engineer
05.2020 - 06.2021
Job overview
- Responding to support requests: You'll be responsible for answering support requests from customers who are experiencing issues with Shopify themes and apps under my docket.
- Providing technical guidance i.e understand and explain technical concepts to non-technical customers in a clear and concise manner
- Collaborating with developers to troubleshoot and resolve technical issues.
- Testing new products and features. Working with development teams to identify bugs and provide feedback on the user experience.
- Escalating issues to senior team members
- Documentation of knowledge base articles
Influx
Technical Support Agent
02.2018 - 05.2020
Job overview
- Providing technical assistance to the applications within my docket by responding to all tickets within my shift. I handled Tier 1 and Tier 2 Customer Support tickets.
- Collaborated with developers to escalate and address customer technical issues or bugs.
- Creating documentation on the theme’s Knowledge base section and also created videos on the use of different functionalities.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Used ticketing systems to manage and process support actions and requests.
- Train on WordPress and Shopify platforms i.e theme customization and setups
- Handle Tier 1 and Tier 2 Customer Support tickets.
I ensured Ensuring high-performance and availability of the plugins and themes I handled - Informing customers about new features and functionalities
- Monitoring customer complaints on social media and reach out to provide assistance
- Preparing bug reports and escalating to the development team
Assist in training junior Technical Support agents
Tymiza TechnologiesNairobi
Junior Software Developer
02.2015 - 11.2016
Job overview
- Collaborated with project managers to select ambitious, but realistic coding milestones on pre-release software project development.
- Revised, modularized and updated old code bases to modern development standards, reducing operating costs, and improving functionality.
- Collaborated on stages of systems development lifecycle from requirement gathering to production releases.
- Updated old code bases to modern development standards, improving functionality.
World Agroforestry CentreNairobi
IT Applications and Customer Care Service
04.2013 - 11.2013
Job overview
- Troubleshooting system and network problems and diagnosing and solving hardware or software faults
- Taking staff through a series of actions, either face-to-face or over the telephone, to help set up systems or resolve issues
- Web application development and maintenance
Monitoring and maintaining computer systems and networks
Education
Kenyatta UniversityNairobi Kenya
Bachelor of Science from Computer Science
06.2010 - 06.2015
University Overview
Institute of Software TechnologiesKenya
No Degree from Oracle Certification OCA
04.2001
University Overview
Skills
CMS management
CSS
HTML
Search Engine Optimization
Technical Support
PHP
Software Debugging
Client Service
Employee Evaluation
Artificial intelligence
Timeline
Team Leader
Xfusion.io
06.2021 - Current
Product Support Engineer
Xfusion.io
05.2020 - 06.2021
Technical Support Agent
Influx
02.2018 - 05.2020
Junior Software Developer
Tymiza Technologies
02.2015 - 11.2016
IT Applications and Customer Care Service
World Agroforestry Centre
04.2013 - 11.2013
Kenyatta University
Bachelor of Science from Computer Science
06.2010 - 06.2015
Institute of Software Technologies
No Degree from Oracle Certification OCA
04.2001