DERRICK ABILA ALUMASA
NAIROBI
Summary
Highly skilled in managing technical support teams. Proven experience in resolving complex technical issues, fostering team collaboration and implementing efficient customer service protocols. Demonstrated strengths include problem-solving skills, leadership abilities, and keen understanding of IT systems and software. Made significant contributions to boosting team productivity and enhancing customer satisfaction rates in previous roles.
Overview
5
5
years of professional experience
Work History
Technical Support Team Lead
Truehost Cloud
05.2024 - Current
- Attend to more complex tickets and escalations.
- Monitoring the chat bot flows and reporting any issues to the relevant team.
- Leading the shift and ensuring that everything is in order and ensuring a smooth transition to the next shift.
- Helping colleagues when they are stuck with more technical issues and approval escalation to the product teams, system engineers etc.
- Creating a conducive working environment to allow more engagement among the team members and collaboration. Acknowledging victories and great performers.
Technical Support Engineer
Truehost Cloud
05.2022 - 05.2024
- Set up servers for clients
- Review or make changes to customer accounts e.g Upgrades and Transfers
- Troubleshooting client's website problems
- Support clients via chat, call or ticket
- Server maintenance
- SSL installation
- Setting up servers to be used by clients
- File migration
- Troubleshooting and resolving email issues
ICT officer (Internship)
Nacico Cooperative Savings and Credit Sacco
01.2021 - 03.2021
- Troubleshooting of network and hardware problems
- Backup of data
- System analysis and design
- Handling of ATM queries
- Registering and dispatching of loan forms
- Answering member queries
- Sacco application testing
Education
Bachelor of Science - Information Technology
Multimedia University of Kenya
Kenya12.2021
KCSE -
Vihiga Friends High School
Vihiga12.2016
Skills
- Installation of different software and OS
- Quality assurance
- System analysis
- Effective communication
- System administration
- Hardware support
- Ticket support system management
- Network infrastructure
- Network troubleshooting
- Team leadership
- Linux programming and administration
- Firewall configuration
- Microsoft office suite
- Server set up and maintenance
- Website maintenance
- Database migration
- Server management
Hobbies and Interests
- Hiking
- Listening to music
- Travelling
References
- Mr. EDWIN MWANGI, ICT OFFICER, Nacico Cooperative Savings and Credit Sacco, +254 725706149, eddymwas@gmail.com
- MR JAPHETH MUSIEGA, ACCOUNTANT, Vihiga Friends High School, +254 722875955, musiega1965@gmail.com
- MR FRED OMOLLOH, Founder & Chief Executive Officer, YouthLab, Nairobi, +254 724 462317, freddieomolloh@gmail.com
Relevant Training
- Google IT Support professional certificate - coursera
- Fundamentals of Software Testing
- Huawei Certified ICT Associate (HCIA) 2022
- Certificate of continuing Education completion Penetration Testing and Ethical Hacking - Cybrary
Timeline
Technical Support Team Lead
Truehost Cloud
05.2024 - Current
Technical Support Engineer
Truehost Cloud
05.2022 - 05.2024
ICT officer (Internship)
Nacico Cooperative Savings and Credit Sacco
01.2021 - 03.2021
Bachelor of Science - Information Technology
Multimedia University of Kenya
KCSE -
Vihiga Friends High School