Evans Murithi
Network Engineer
Mombasa,Coast
Summary
Adept Technical Support Engineer with a proven track record at Telcoptics Solutions, excelling in software debugging and enhancing customer satisfaction through effective problem-solving. Skilled in root cause analysis and IT infrastructure planning, I significantly improved service delivery by mentoring junior staff and streamlining technical support processes.
Overview
6
6
years of professional experience
Work History
Technical Support Engineer
Telcoptics Solutions
Mombasa
09.2018 - Current
- Provided remote assistance to clients, ensuring timely resolution of software and hardware concerns.
- Mentored junior members of the team on best practices in issue resolution techniques.
- Served as an escalation point for challenging technical inquiries, demonstrating expertise in product knowledge and problem-solving abilities.
- Conducted root cause analysis of technical issues, implementing preventive measures for future occurrences.
- Enhanced customer satisfaction by resolving complex technical issues promptly and effectively.
- Maintained clear communication channels with clients throughout the troubleshooting process, ensuring transparency and trust.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Delivered Tier-3 support and SME input to internal and external customers.
Education
Bachelor Of Science In Telecommunications - Telecommunications
Technica University of Mombasa
Mombasa08.2017
Skills
Storage Array Management
Timeline
Technical Support Engineer
Telcoptics Solutions
09.2018 - Current
Bachelor Of Science In Telecommunications - Telecommunications
Technica University of Mombasa
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