Summary
Overview
Work History
Education
Skills
Timeline
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Lwole Anselm

Lwole Anselm

IT Support Expert
Nairobi

Summary

Savvy expert experienced in troubleshooting computer hardware and software issues in customer-focused environments. Possesses comprehensive knowledge of standard operating systems, networking protocols and technical support procedures. Skilled in identifying and resolving complex technical problems.

Overview

5
5
years of professional experience

Work History

Support Specialist

Influx
06.2021 - Current

Clients:

Coinigy (June 2021 - Jan 2023)

  • Zendesk

Asana Rebel (Feb 2023 - April 2023, June 2024 - Present)

  • Zendesk

Climbo (May 2023 - May 2024)

  • Helpdesk



  • Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
  • Provided feedback to product development and engineering teams on customer needs and issues for enhancements.
  • Utilized ticketing system to track customer requests and prioritize urgent needs.
  • Developed and implemented comprehensive knowledge base materials for clients, ensuring accessibility and usability for effective customer support.
  • Responded to customer emails to answer questions about features and services to establish trust and increase satisfaction.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.

IT Support Specialist

Metropol Corporation Limited
07.2021 - 12.2022
  • Provided Tier 1 IT support to non-technical internal users through desk side support services.
  • Loaded software, granted permissions, and configured hardware for new employees as part of onboarding process.
  • Created help desk tickets, troubleshot and resolved desktop issues.
  • Assisted customers in identifying issues and explained solutions to restore service and functionality.
  • Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
  • Assigned system permissions and set up computers to assist with onboarding new employees
  • Responded to faults in networks to rapidly restore connectivity and prevent unnecessary downtimes.

IT Technical Support Intern

Metropol Corporation Limited
01.2020 - 01.2021
  • Used ticketing(FreshDesk) systems to manage and process support actions and requests.
  • Managed high levels of call flow and responded to technical support needs.
  • Installed, configured and maintained computer systems and network connections.
  • Diagnosing and solving technical issues including email clients and Internet connectivity.
  • Redirecting problems to the appropriate resource when necessary.

IT Technical Support Intern

Kenya Power
09.2019 - 11.2019
  • Managed high levels of call flow and responded to technical support needs.
  • Promoted efficiency among departments with prompt resolution of system issues.
  • Responded to customer inquiries and provided technical assistance over phone and in person.
  • Installed, configured and maintained computer systems and network connections.
  • Configured and tested new software and hardware.
  • Removed malware, ransomware, and other threats from laptops and desktop systems.
  • Created user accounts and assigned permissions.
  • Installed and configured operating systems and applications.

E-commerce Admin Associate

Coastal Image Technologies Ltd
07.2019 - 08.2019
  • Create/maintain product category pages, including proper URL naming conventions, implementing
    SEO best practices.
  • Work with cross-functional partners to maintain site content, including company information, customer service pages, product information pages.
  • Execute day-to-day operations on the CMS solution.
  • Greeted customers and offered assistance for increased customer satisfaction.

Education

Certificate - Computer Networking

Udemy.com
Online
06.2020

Certificate - Linux Certificate

Udemy.com
Online
06.2020

Bachelor of Science - Information Technology

Kenyatta University
Nairobi, Kenya
12.2019

High School Diploma -

St. Peter's Mumias Boys' High School
Mumias, Kenya
11.2014

Skills

  • Data Collection
  • Customer Relationship Management
  • Call Management
  • Helpdesk call support
  • Operating system management
  • Desktop support
  • Network Troubleshooting
  • Ticket management
  • Hardware troubleshooting
  • Remote Support

Timeline

IT Support Specialist

Metropol Corporation Limited
07.2021 - 12.2022

Support Specialist

Influx
06.2021 - Current

IT Technical Support Intern

Metropol Corporation Limited
01.2020 - 01.2021

IT Technical Support Intern

Kenya Power
09.2019 - 11.2019

E-commerce Admin Associate

Coastal Image Technologies Ltd
07.2019 - 08.2019

Certificate - Computer Networking

Udemy.com

Certificate - Linux Certificate

Udemy.com

Bachelor of Science - Information Technology

Kenyatta University

High School Diploma -

St. Peter's Mumias Boys' High School
Lwole AnselmIT Support Expert