Jerremy Brown
ICT Support Specialist
Nairobi, Nairobi Province,Nairobi
Summary
Professional in IT support with wealth of experience in resolving technical issues and improving system performance. Known for strong focus on team collaboration and achieving results. Reliable and adaptable with key skills in software and hardware installation and troubleshooting ,customer service support and social media management skills.
Overview
5
5
Certifications
1
1
year of professional experience
Work History
Social Media Manager
Lorenzo Group
Nairobi, Kilimani
03.2026 - Current
- Scheduled social content across platforms, maintaining consistent brand voice and posting cadence.
- Drafted captions and post copy aligned with campaign goals and audience engagement needs.
- Monitored comments and direct messages, escalating inquiries to appropriate teams when needed.
- Tracked platform performance and compiled reports on reach, engagement, and audience growth.
- Coordinated with design teams to deliver creative assets for planned promotions and launches.
- Researched trending topics and competitor activity to inform content ideas and messaging.
- Refined post copy and hashtags to improve visibility and support organic engagement.
- Managed multiple social media platforms, ensuring a consistent brand voice and message.
- Boosted engagement rates with the creation of compelling and visually appealing content.
- Successfully built a loyal following by consistently sharing valuable content that resonated with the target audience.
- Provided exceptional customer service through timely and thoughtful responses to user comments and messages.
- Monitored social media trends to keep brand's content relevant and engaging.
- Increased follower engagement with interactive content and timely responses to comments.
IT Services Support Specialist
Lorenzo Group
02.2026 - 10.2026
- Provided first-line support for hardware, software, and account access issues.
- Reset passwords, unlocked accounts, and resolved routine access requests.
- Logged incidents in ticketing system and tracked requests through closure.
- Guided users through troubleshooting steps for desktops, printers, and mobile devices.
- Installed and configured workplace applications, updates, and user profiles.
- Maintained accurate documentation for common fixes, assets, and support requests.
- Managed IT inventory, ensuring all equipment was properly maintained and accounted for.
- Improved customer satisfaction by providing timely and accurate IT support services.
- Collaborated with cross-functional teams to develop innovative solutions for complex IT problems.
- Established user accounts, granting appropriate permissions based on role requirements within the organization.
- Evaluated emerging technologies to identify opportunities for enhancing current IT infrastructure capabilities.
- Implemented effective training programs for new employees to quickly bring them up to speed on IT systems.
- Monitored network performance, identifying areas for improvement and implementing necessary optimizations.
- Configured hardware devices such as printers and scanners, enabling seamless integration into existing networks.
- Diagnosed and troubleshot hardware, software and network issues.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Tested new software and hardware prior to deployment.
- Offered assistance in implementing and developing training programs.
- Assisted in development of system security protocols.
- Escalated complex issues to senior support teams with clear diagnostics.
Customer Service Intern
Lorenzo Group
07.2025 - 02.2026
- Responded to customer inquiries through phone, email, and chat with clear, professional communication.
- Logged service requests and updated CRM records to maintain accurate case histories.
- Resolved routine issues by identifying needs and coordinating timely follow-up with internal teams.
- Supported order status checks, account updates, and basic troubleshooting for customer concerns.
- Assisted with complaint intake and documented details for efficient escalation to supervisors.
- Maintained consistent service quality while balancing multiple customer interactions and tasks.
- Participated in training sessions focused on product knowledge and communication strategies to enhance service quality.
- Provided support via phone, email, and chat channels, ensuring timely responses to all inquiries.
- Collaborated with team members in streamlining processes for better customer experience.
- Coordinated efforts between departments to address complex customer issues efficiently.
- Managed high-stress situations with professionalism, maintaining composure under pressure.
- Assisted customers with product information, leading to increased sales revenue.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Organized pick up and deliveries to our clients.
- Managed logistics by scheduling and assigning pick ups and deliveries to different drivers and riders.
Education
Bachelor of Science - ICT
Jaramogi Oginga Odinga University of Science And Technology
Bondo, Siaya District, Kenya 04.2001 -
Skills
Social media management
Photo and video editing
Teamwork and collaboration
Content creation
Complaint handling
Call center experience
IT asset management
Software installation
IT support
Virtualization technologies
Remote support
Data entry
Microsoft outlook
User support
Hardware diagnostics
Web Design
System Design
Accomplishments
- Collaborated with a software engineer in the development of Lorenzo DryCleaners Booking System.
Certification
Operating Systems Support
Timeline
Social Media Manager
Lorenzo Group
03.2026 - Current
IT Services Support Specialist
Lorenzo Group
02.2026 - 10.2026
Customer Service Intern
Lorenzo Group
07.2025 - 02.2026
Bachelor of Science - ICT
Jaramogi Oginga Odinga University of Science And Technology
04.2001 -