Remote access software
Kinyua Derrick Wanjohi
Technical Support Specialist | Software Tester | Software Developer| Wordpress Developer| Flutter Developer
Nairobi
Summary
Enthusiastic ICT Consultant eager to contribute to team success through hard work, attention to detail and excellent organizational skills. Proficient Technical Support Specialist able to set up and maintain stations, train users and support process improvements systems and software. Well-versed in business practices and IT standards. Motivated to learn, grow and excel in the tech industry.
I am a dedicated ICT Support professional with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand. Looking forward to seek and maintain a position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
3
3
years of professional experience
19
19
years of post-secondary education
3
3
Certifications
6
6
Languages
Work History
Technical Support Specialist & Quality Assurance
The Wound Pros LLC
Nairobi
06.2021 - 12.2022
- Developed and tested new product offerings prior to release to assist development team in bug identification.
- Fielded average 15 inbound phone calls to deliver effective support and remotely resolve service issues using Zendesk, Slack and Dialpad.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across three time zones.
- Created support documentation that empowered and enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team.
- Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
- Configured hardware, devices and software to set up work stations for employees.
- Broke down and evaluated user problems using test scripts, personal expertise and probing questions.
- Demonstrated professionalism and courtesy with customers while working to resolve complaints, problems or respond to questions.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Engaged end users and answered questions via email, phone, website live chat and in forums.
- Submitted service tickets for equipment maintenance requests.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Helped streamline repair processes and update procedures for support action consistency.
- Followed up with clients to ensure optimal customer satisfaction following support engagement and problem resolution.
- Resolve twenty technical support inquiries per eight-hour shift.
Full Stack Wordpress Web Developer
Hish & Associates
Nairobi
11.2022 - 11.2022
- Developed website using wordpress and integrated google analytics plugins to achieve maximum productivity and performance.
- Analyzed requirements and designed, developed and implemented monitored web pages and sites for continuous improvement..
- Took concepts and produced design mockups and prototypes to strengthen designs, enhance user experiences and improve site interactions.
- Optimize content and plugins for speed and performance.
- Used programming capabilities in PHP, SQL and JavaScript and other libraries as needed.
- Strengthened company brand and identity by creating distinctive website and logo.
- Tested websites and performed troubleshooting prior to deployment.
ICT Technician
Nutri Nuts and Fruits Limited
Nairobi
04.2022 - 05.2022
- Managed infrastructure upgrades, analysis and resolution of end user hardware and software issues.
- Worked closely with infrastructure staff and departmental decision makers to identify, recommend, develop and implement cost-effective technology solutions.
- Facilitated IT enterprise architecture across organization's enterprise transformation programs.
- Led functional and technical support for implementation of software applications and enhancements.
- Directed IT services, counseled executives and collaborated with senior management on strategic planning.
- Managed IT staff monitoring and diagnosing server and data center problems and design and implementation of new data center technologies.
- Conformed to quality, performance and inter-operability standards for implementation of solutions.
- Provided solutions aligned with Microsoft products and services architecture and business needs.
- Liaised with facilities personnel to manage security and infrastructure expansion, data center modifications, equipment placement, power management and cooling.
Web Application Developer
Association of Media Women in Kenya
Nairobi
02.2022 - 03.2022
- Designed, implemented and monitored web pages, plugins and functionality for continuous improvement.
- Planned website development, converting mockups into usable web presence with HTML, JavaScript, AJAX and JSON coding.
- Pulled from PHP, SQL, JavaScript and other back-end library knowledge to bolster programming resources.
- Worked in both HTML and CSS environments, choosing each protocol, where appropriate, for best results.
- Applied emerging technologies to update and maintain site applicability.
- Implemented UI and usability changes based on customer feedback, addressing end user pain points with post-launch patches.
- Oversaw technical issues and troubleshooting requests to resolve user problems.
- Alternated between frontend and backend development duties, fulfilling Full Stack development commitments their project.
- Analyzed user requirement reports to design web applications to meet customer needs, as well as legal and budgetary restrictions.
- Implemented Google-based SEO and ad campaigns to meet budget specifications.
- Incorporated graphic design knowledge into web app development, enhancing designs with additional rich media assets.
- Provided security maintenance and patching on website interface to maintain viability after launch.
Information Technology Consultant
Singler Partners
Nairobi
06.2021 - 12.2021
- Managed infrastructure upgrades, analysis and resolution of end user hardware and software issues.
- Worked closely with infrastructure staff and departmental decision makers to identify, recommend, develop and implement cost-effective technology solutions.
- Facilitated IT enterprise architecture across organization's enterprise transformation programs.
- Led functional and technical support for implementation of software applications and enhancements.
- Directed IT services, counseled executives and collaborated with senior management on strategic planning.
- Managed IT staff monitoring and diagnosing server and data center problems and design and implementation of new data center technologies.
- Conformed to quality, performance and inter-operability standards for implementation of solutions.
- Liaised with facilities personnel to manage security and infrastructure expansion, data center modifications, equipment placement, power management and cooling.
- Reduced hardware spending by Ksh 350,000 through implementation of upgrade project six devices.
Information Technology Consultant
Nakuhitaji
Nairobi
10.2020 - 04.2021
- Managed infrastructure upgrades, analysis and resolution of end user hardware and software issues.
- Worked closely with infrastructure staff and departmental decision makers to identify, recommend, develop and implement cost-effective technology solutions.
- Facilitated IT enterprise architecture across organization's enterprise transformation programs.
- Led functional and technical support for implementation of software applications and enhancements.
- Directed IT services, counseled executives and collaborated with senior management on strategic planning.
- Managed IT staff monitoring and diagnosing server and data center problems and design and implementation of new data center technologies.
- Conformed to quality, performance and inter-operability standards for implementation of solutions.
- Liaised with facilities personnel to manage security and infrastructure expansion, data center modifications, equipment placement, power management and cooling.
- Provided solutions aligned various software architecture and business needs.
Information Technology Intern
Daneva Constructors and Engineers
Nairobi
01.2018 - 08.2018
- Installed and configured software and hardware.
- Assisted computer users with technical issues remotely and at workstations.
- Coordinated with IT teams to resolve advanced computer software and hardware problems.
- Installed, modified and repaired software and hardware to resolve technical issues.
- Followed work orders precisely to identify equipment needed, materials required and sequences to correctly completing assignments.
- Handled computer system troubleshooting and provided technical support to entire team for computer operations.
- Developed and maintained strong client relationships to deliver exceptional customer service and problem resolution.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Performed tests of functionality, security and performance of different workstations and devices.
- Managed customers' expectations of support and technology functionality in order to provide positive user experience.
- Maintained current software licenses and patched applications to stay up-to-date with latest features.
- Reviewed system and network performance to make proactive adjustments based on established IT policies.
- Collaborated with other interns various project to meet program requirements and demonstrate skills development.
- Gathered and translated project requirements and collaboratively worked to define scope and milestones.
Full Stack Wordpress Web Developer
Searchlight Security Company
Nairobi
09.2022 - 09.2022
- Developed website using wordpress and integrated google analytics plugins to achieve maximum productivity and performance.
- Analyzed requirements and designed, developed and implemented monitored web pages and sites for continuous improvement..
- Took concepts and produced design mockups and prototypes to strengthen designs, enhance user experiences and improve site interactions.
- Optimize content and plugins for speed and performance.
- Used programming capabilities in PHP, SQL and JavaScript and other libraries as needed.
- Strengthened company brand and identity by creating distinctive website and logo.
- Tested websites and performed troubleshooting prior to deployment.
Education
Bachelor of Science - Computer Science
Meru University of Science And Technology
Kenya 09.2015 - Current
Bachelor of Science - Civil Engineering
Dedan Kimathi University of Technology
Kenya 09.2012 - Current
Certificate in SQL For Beginners: Learn SQL Using
Udemy
Online 06.2019 - 08.2019
Certificate in Oracle PL/SQL Fundamentals Vol. I &
Udemy
Online 04.2020 - 06.2020
Certificate in Web Development
Emobilis Institute of Technology
Kenya 01.2021 - 10.2021
Skills
Software Troubleshooting & Problem Solving
undefinedSoftware
Communication and Collaboration Tools
Helpdesk and ticketing software
Social Media Platforms
Spreadsheets
Presentation Tools
Graphic Design
Computer Programming Tools
Databases
Accomplishments
- Completed intensive training in database fundamentals, software Testing and .Technical support.
- Increased number of resolved job tickets by 30% over previous year.
- Coordinated with Level 1 technical support specialists to take over calls outside their level of support.
- Assisted customers with more difficult technical issues requiring a greater level of personalized care and in greater length.
- Escalated support desk tickets to Level 3 in the most crucial circumstances and after considerable time had been spent on a single ticket.
- Onboarded and trained all incoming junior tech support specialists.
Certification
Certificate in Web Development
Interests
Volunteer work or community service
Travel or adventure
Sports and fitness
Learning new languages or skills
Hobbies such as reading, photography, or Music
Timeline
Full Stack Wordpress Web Developer
Hish & Associates
11.2022 - 11.2022
Full Stack Wordpress Web Developer
Searchlight Security Company
09.2022 - 09.2022
ICT Technician
Nutri Nuts and Fruits Limited
04.2022 - 05.2022
Web Application Developer
Association of Media Women in Kenya
02.2022 - 03.2022
Certificate in Web Development
10-2021
Technical Support Specialist & Quality Assurance
The Wound Pros LLC
06.2021 - 12.2022
Information Technology Consultant
Singler Partners
06.2021 - 12.2021
Certificate in Web Development
Emobilis Institute of Technology
01.2021 - 10.2021
Information Technology Consultant
Nakuhitaji
10.2020 - 04.2021
Certificate in Oracle PL/SQL fundermentals Vol. 1
06-2020
Certificate in Oracle PL/SQL Fundamentals Vol. I &
Udemy
04.2020 - 06.2020
Certificate in SQL For Beginners
08-2019
Certificate in SQL For Beginners: Learn SQL Using
Udemy
06.2019 - 08.2019
Information Technology Intern
Daneva Constructors and Engineers
01.2018 - 08.2018
Bachelor of Science - Computer Science
Meru University of Science And Technology
09.2015 - Current
Bachelor of Science - Civil Engineering
Dedan Kimathi University of Technology
09.2012 - Current
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