Josephat Wambugu
Nairobi
Summary
Professional in IT field, bringing valuable experience in maintaining computer systems and providing user support. Known for reliability and flexibility in adapting to changing priorities. Skilled in hardware diagnostics, software troubleshooting, and effective communication within team settings.
Experienced with diagnosing and repairing computer hardware and software issues. Utilizes strong problem-solving abilities to ensure systems run smoothly and efficiently. Knowledge of networking, system security, and customer service principles.
Overview
8
8
years of professional experience
Work History
Computer/Tech Specialist
Jet Counsel / Jawabkom
Dubai, UAE
03.2018
- I worked as a Technical Support Specialist, Customer Service assistant and provided any tech support required.
- Help customers install and configure computer hardware operating systems and applications.
- Help monitor and maintain computer systems and networks.
- Talk staff or clients through a series of actions, either face-to-face or over the phone, to help set up systems or resolve issues.
- Installing and configuring computer systems, diagnosing hardware/software faults and solving technical problems, either over the phone or through Teamviewer.
- Troubleshoot system and network problems, diagnosing and solving hardware or software faults.
- Talk staff or clients through a series of actions, either face-to-face or over the phone, to help set up systems or resolve issues.
- Following instructions, either written or in diagram form, in order to set up a system or fix a fault.
- Social media setup, configuration, and management.
- Computer reset, system and hardware management.
Tier I Technical Support Agent for Student Success
App Academy
San Francisco, CA
06.2024 - 07.2025
- Enhancing student success through first-rate technical and academic support.
- Manage initial inquiries and resolve common issues to ensure a smooth educational journey for every student.
- Empower students with the tools and knowledge they need to succeed.
- Act as the main IT administrator for on-boarding and off-boarding employees.
- Provide student employment verification through Salesforce.
- Diagnose underlying issues to determine appropriate solutions or the need for escalation to Tier II support.
- Accurately document all student interactions, issues, and resolutions in the student support system.
- Off-boarding and Onboarding employees and providing relevant technical & Customer Support.
Customer & Technical Support Specialist
IPTV Partners
Toronto, Canada
05.2020 - 11.2024
- Diagnosed and resolved technical issues for 1000+ clients remotely, reducing repeat support calls by 15% through clear communication and effective troubleshooting.
- Respond to customers inquiries.
- Update and enter Customer information on Zoho.
- Support and troubleshoot customers TV boxes on Team Viewer.
Outreach & Content Manager
AWISEE
Stockholm, Sweden
03.2023 - 06.2024
- Develop and implement comprehensive SEO strategies to increase organic search rankings and traffic.
- Conduct keyword research, competitive analysis, and site audits to identify opportunities for optimisation.
- Plan, create, and manage high-quality, SEO-optimised content across blogs, landing pages, and digital campaigns.
- Collaborate with writers, designers, and marketing teams to align content with brand goals and search intent.
- Optimise on-page elements such as meta titles, descriptions, headers, and internal linking.
- Monitor performance metrics using tools like Google Analytics, Search Console, and SEMrush.
- Manage backlink-building initiatives and oversee technical SEO improvements with developers.
- Stay current with SEO trends, algorithm updates, and best practices.
- Analyse and report on content performance, recommending improvements to maximise ROI.
Outreach & Content Manager
AWISEE
Stockholm, Sweden
03.2022 - 06.2024
- Led a team of 15+ content writers, increasing content output by 20% while maintaining strict quality standards and adherence to deadlines.
- Content planning and strategy, including keyword research, SERP analysis, competitor benchmarking, and building content clusters aligned with overall marketing goals.
- Time management and prioritization, including maintaining SEO-driven content calendars based on traffic potential, ranking opportunity, and business impact.
- Communication and collaboration with outreach, technical, and marketing teams to ensure SEO alignment across content, backlinks, and site performance.
- Talent acquisition and management, focusing on writers with proven SEO writing experience and understanding of search intent and structured content formatting.
- Quality control and optimization oversight, including reviewing title tags, meta descriptions, headings (H1–H6), internal links, anchor text, and ensuring content is fully optimized before publication.
- Outreach campaign planning, identifying relevant target websites based on authority, relevance, and backlink gap analysis to support ranking goals.
- Content collaboration for link acquisition, developing data-driven or link-worthy assets that support digital PR and backlink strategies.
- Basic technical SEO awareness, including monitoring indexing issues, crawlability, duplicate content, and page performance (SEO Audit) in collaboration with developers.
- Performance tracking and reporting, analyzing rankings, traffic, and conversions to refine strategy and improve ROI.
Customer Success Manager
Testrail by Gurock
Germany
11.2022 - 09.2023
- As a former Customer Success Manager, I provided comprehensive support to our customers during my tenure, addressing their product and billing inquiries, processing orders, managing cloud subscriptions, and tracking opportunities using our internal tools.
- Reduced average first-response time by 20% by implementing new ticket prioritization workflows within HubSpot.
- Quote generation, Invoice Generation, refunds and customer management using the Hubspot CRM.
- Customer product knowledge through creating user-friendly guides, FAQs, SOPs or knowledge bases to address common questions and concerns.
- Germany
Tech Support Admin
BACF Inc
United States
05.2021 - 11.2022
- Maintained and optimized the organization's computer systems, servers, and network infrastructure for peak performance.
- Provided end-user support, resolving hardware and software issues and assisting with system configurations.
- Implemented IT security measures, including managing user access controls and conducting security audits to mitigate cyber threats.
Education
Bachelor - Computer Science
Gretsa University
01.2014
Certificate - Pre-University
Kenya Methodist University
01.2011
Skills
- Customer Relations
- Technical Support
- Customer Support
- SEO Content Management
- IT Consulting
- Email Marketing
- Remote Support
- Client Relationship Building
- Report Management
- Technical Support Expertise
- Team Leadership and Development
- Process Optimization
- Schedule Management
- Relationship Building
- Project Management
- ICT Proficiency
- Account Management
- Workflow Planning
- Budget Planning
- Vendor Relationship Management
- Database Administration
- Zendesk
- Online Marketing
- Meeting Scheduling
- Calendar Management
- File Organization
- Intercom
- Electronic Records Management
- Administrative Support
- Technical Documentation
- Help desk experience
- Desktop support
- Computer assembly
- Windows administration
- Remote support
- IT asset management
- IT documentation
- Hardware installation
- Email administration
- Hardware repair
- Backup management
- Software configuration
- Mobile device support
- System diagnostics
- Data recovery
- Virus removal
- Operating system expertise
- Network cabling
- Configuration management
- Mac OS support
- Web development
- Printer maintenance
- Software testing
- Advanced troubleshooting
- Desktop technical support
- Certification training
- Operating system management
- Technical support
- Help desk operations
- User training
- Peripheral repair
- Troubleshooting and Diagnostics
- Customer service
- Multitasking
- Excellent communication
- Active listening
- Team collaboration
- Organizational skills
- Remote troubleshooting
- Critical thinking
Languages
Swahili
English
Spanish
Professional Competencies
Developing and implementing content strategies aligned with business goals, target audience, and brand voice., Strong editing and proofreading skills to ensure high-quality, error-free content. I can also supervise and manage Content creators., Organizational skills to manage multiple content projects simultaneously and meet deadlines., Comprehensive understanding of the company's products or services to effectively address customer inquiries and issues., Excellent communication skills to interact with customers via various channels including phone, email, chat, and social media., Strong problem-solving skills to quickly identify and resolve customer issues while maintaining a positive customer experience.
Projects Portfolio
https://www.linkedin.com/in/joshwambugu/, https://www.upwork.com/freelancers/~0176c27ddbedbe2f1
References
References available upon request.
Timeline
Tier I Technical Support Agent for Student Success
App Academy
06.2024 - 07.2025
Outreach & Content Manager
AWISEE
03.2023 - 06.2024
Customer Success Manager
Testrail by Gurock
11.2022 - 09.2023
Outreach & Content Manager
AWISEE
03.2022 - 06.2024
Tech Support Admin
BACF Inc
05.2021 - 11.2022
Customer & Technical Support Specialist
IPTV Partners
05.2020 - 11.2024
Computer/Tech Specialist
Jet Counsel / Jawabkom
03.2018
Certificate - Pre-University
Kenya Methodist University
Bachelor - Computer Science
Gretsa University