DERRICK KINYUA WANJOHI
Customer & Technical Support
Nairobi
Summary
Customer & Technical Support Specialist with 5+ years of experience supporting SaaS platforms in high-volume, fast-paced environments. Proven ability to manage 70+ daily tickets across chat, email, and calls while maintaining 95%+ resolution rates and high customer satisfaction. Skilled in troubleshooting complex issues, guiding users through product workflows, and collaborating with cross-functional teams to improve customer experience. Known for strong ownership, clear communication, and the ability to simplify technical concepts for non-technical users. Passionate about delivering efficient, empathetic support and continuously improving systems, documentation, and workflows.
Overview
6
6
years of professional experience
5
5
Certifications
Work History
Customer & Technical Support Engineer
The Wound Pros LLC
5901 W. Century Blvd Suite 750, LA, California, US (Remote)
08.2021 - 11.2025
- Managed 75+ customer tickets daily across chat, email, and calls using Zendesk, Slack, and Zoom
- Maintained 95%+ resolution rate and high CSAT across global users
- Troubleshot complex SaaS issues using SQL, APIs (Postman), logs, and browser debugging tools
- Guided users step-by-step through platform workflows, improving user adoption and satisfaction
- Created knowledge base articles reducing repeat support requests by 30%
- Collaborated with product and engineering teams to resolve escalations efficiently
- Acted as first responder for urgent incidents, ensuring timely communication and resolution
- Served as a liaison between support and cybersecurity teams, assisting in security awareness and incident escalation
Training & Support Operations Specialist
Tellan Business Solutions
10.2024 - 10.2025
- Designed and delivered structured training programs for customer & technical support agents
- Trained teams on tools including Zendesk, Jira, Slack, Zoom, Google Workspace, and Microsoft 365
- Developed and implemented SOPs, SLAs, and KPIs to standardize support operations
- Trained agents on troubleshooting techniques, ticket handling, and customer communication best practices
- Improved team efficiency and reduced escalation rates through structured workflows and training
Technical Operations & Support Associate
Singler Partners / Nutri Nuts & Fruits Ltd
Nairobi
01.2020 - 01.2021
- Provided IT and application support for internal users and business systems
- Assisted with UAT testing during system upgrades and improvements
- Reduced internal support requests by 20% through improved documentation
- Supported troubleshooting of systems, applications, and basic infrastructure
Education
Bachelor of Science - Computer Science
Meru University
Skills
Hard Skills
- SaaS Troubleshooting & User Guidance
- Ticketing Systems (Zendesk, Jira, Slack)
- API Debugging (Postman)
- SQL Investigations
- Knowledge Base & Documentation
- Workflow Optimization & Automation
- Incident Management & Escalations
- Customer Support Operations (Chat, Email, Calls)
- Customer Empathy
- Clear & Professional Communication
- Ownership & Accountability
- Problem-Solving & Critical Thinking
- Multitasking & Time Management
- Adaptability & Learning Agility
- Collaboration & Teamwork
- Positive Attitude
- Customer Experience Focus
Accomplishments
- Built and scaled a Customer & Technical Support department from 0 to 15+ agents, designing KPIs, SLAs, SOPs, training programs, and knowledge base systems
- Resolved 75+ tickets daily with a 95%+ resolution rate, maintaining high CSAT across SaaS and healthcare environments
- Reduced repeat issues by 30% through structured documentation, workflows, and improved escalation processes
- Acted as the primary escalation bridge between support, engineering, and cybersecurity, improving resolution turnaround time
- Diagnosed complex issues using SQL, APIs, logs, and debugging tools, improving system reliability and reducing downtime
- Led cybersecurity incident triage and awareness training, strengthening security posture across teams
- Automated 25% of repetitive workflows using Python and integrations, improving efficiency and reducing manual effort
- Built and supported a SaaS business platform, ensuring usability, reliability, and smooth user experience
Certification
Cybersecurity Fundamentals
Timeline
Training & Support Operations Specialist
Tellan Business Solutions
10.2024 - 10.2025
Customer & Technical Support Engineer
The Wound Pros LLC
08.2021 - 11.2025
Technical Operations & Support Associate
Singler Partners / Nutri Nuts & Fruits Ltd
01.2020 - 01.2021
Bachelor of Science - Computer Science
Meru University
TOOLS & TECHNOLOGIES
- Zendesk
- Jira
- Slack
- Zoom
- Google Workspace
- Microsoft 365
- Postman
- SQL
- Chrome DevTools
- Notion
- Trello