Summary
Overview
Work History
Education
Skills
Websites
Timeline
Generic

Lindar Orimba

Lead Telephony And Connectivity Support Analyst

Summary

Professional support analyst with strong background in VoIP solutions support and troubleshooting. Consistently ensures seamless operations through effective problem-solving and communication. Highly adaptable team player focused on delivering impactful results and fostering collaboration. Proficient in diagnosing technical issues, managing support tickets, and providing user training. Reliable and flexible in responding to evolving challenges.

Overview

9
9
years of professional experience
2
2
Languages

Work History

Lead Telephony and Connectivity Support Analyst

ARO Technology
06.2024 - Current
  • Improved customer satisfaction by promptly addressing and resolving support issues relating to the VoIP and Data solutions ARO technology offers.
  • Increased efficiency of problem-solving by implementing automated diagnostics tools for common issues.
  • Developed comprehensive documentation to facilitate knowledge sharing among team members.
  • Served as a subject matter expert in key phone systems ARO Technology provides, providing advanced-level assistance to colleagues and clients alike.
  • Training new starters. Contributed to the development of a new training program for incoming Telephony and Connectivity Support Analysts, improving onboarding experience
  • Serve as an escalation point for any customer calls/issues/requests the team members are not able to resolve/not familiar with.
  • Deal with complaints raised by customers.

Telephony and Connectivity Support Analyst

ARO Technology
11.2023 - 05.2024
  • Handled customer support issues/requests via our ServiceNow ticketing system.
  • Improved customer satisfaction by promptly addressing and resolving support issues relating to the VoIP and Data solutions ARO technology offers.
  • Increased efficiency of problem-solving by implementing automated diagnostics tools for common issues.
  • Developed comprehensive documentation to facilitate knowledge sharing among team members.
  • Served as a subject matter expert in key phone systems ARO Technology provides, providing advanced-level assistance to colleagues and clients alike.


Customer Support Advisor

Arrow Business Communications
01.2020 - 10.2023
  • Handled customer support issues/requests via our AKJ ticketing system.
  • Improved customer satisfaction by promptly addressing and resolving support issues relating to the VoIP and Data solutions Arrow Business Communications offered.
  • Served as a subject matter expert in key phone systems Arrow Business Communications offered, providing advanced-level assistance to colleagues and clients alike

Operations Consultant

Between the Lines Communications
08.2016 - 12.2019
  • Customer support for Telephony and connectivity issues and requests.
  • Handled customer support issues/requests via our Support Suite ticketing system.
  • Improved customer satisfaction by promptly addressing and resolving support issues relating to the VoIP and Data solutions Arrow Business Communications offered.


Education

Bachelor of Science - Telecommunications And Information Engineering

JKUAT
Nairobi
04.2001 -

Skills

VoIP solutions

Technical troubleshooting

Customer support

Problem analysis

Team collaboration

Timeline

Lead Telephony and Connectivity Support Analyst

ARO Technology
06.2024 - Current

Telephony and Connectivity Support Analyst

ARO Technology
11.2023 - 05.2024

Customer Support Advisor

Arrow Business Communications
01.2020 - 10.2023

Operations Consultant

Between the Lines Communications
08.2016 - 12.2019

Bachelor of Science - Telecommunications And Information Engineering

JKUAT
04.2001 -

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Lindar OrimbaLead Telephony And Connectivity Support Analyst