MORRIS KIAMBI
Technical Support Engineer
NAIROBI,Nairobi City
Summary
Am a passionate self-driven Engineer who upholds high levels of originality and portrays my values as a professional person. Dedicated individual with great attention to detail and exceptional analytical, soft, and technical skills. Always wanting to learn more and keeping abreast in the world of technology.
Overview
13
13
years of professional experience
13
13
years of post-secondary education
Work History
Technical Support Engineer
IWAY AFRICA KENYA LIMITED
Nairobi, 30
10.2016 - Current
- Troubleshoot incidents from various support channels (Phone, emails, chats, onsite, social media, skype ) for both corporate and consumer customers
- Carrying out field installation/Onsite visit Commissioning and Monitoring of communication networks including VSATS, Terrestrials
- Updating customer information system to ensure that clients’ details are accurate and up to-date at all times
- Ensuring value added service and other solutions offered to customers are effectively and efficiently implemented
- Following up on customers queries to ensure their problem have been resolved to their satisfaction
- Proactive Monitoring of customers links to ensure optimum availability
- Participating in projects requiring technical input from customer support
- Advising customer on whether they need to upgrade or change packages
- Ensuring that there is no bandwidth leakages
- Producing usage report for customers from Bandwidth manager
- Proactively monitor customer links and escalate to and work with upstream provider in case of any issues
- Using CRM Software to monitor customer complaints and to proactively act on them
- Assisting Sales and Marketing in doing targeted marketing of new products
- Preparing reports for customers, management and any other that may be required
- Training new customers or other teams on Customer support procedures and provide technical support to other departments when called upon
- To keep abreast of modern and latest technology in order to acquire skills and knowledge that will ensure innovative and creative solutions to customers and prepare educational content for customers on a need basis
- To continuously identity new customer feedback channels and improve existing ones to achieve set response time
- Escalating problems to Customer Support Executive Manager
- Any other duties assigned by immediate supervisor or management.
IT Support Engineer
MOBIWORLD TECHNOLOGIES
Nairobi, 30
01.2011 - 10.2016
- Perform system diagnosis, repair, and update to ensure data integrity
- Checking on critical systems to ensure there are no interruptions in business continuity and take part in monthly maintenance “blackout windows” Assist in various IT projects
- Diagnosing and repairing faulty machines (laptops and CPUs)
- Interact with users to identify computer related needs and provide appropriate software/hardware support applicable to those needs
- Formatting various machines using either Windows 7 or Windows 8 and installing network drivers, Microsoft Office and other software in the formatted machines
- Hardware and software installations and maintenance
- Provide help-desk and on-site technical support of hardware and software
- Ensure anti-virus software is always up to date and share necessary information with users regarding potential risks.
IT Intern
INTERACTIVE TECHNOLOGY LIMITED
Nairobi, 30
01.2014 - 04.2014
- Providing IT, systems support and general assistance in company’s office
- Diagnosing and repairing faulty machines (laptops, rugged notebooks and CPUs)
- Hardware and software maintenance
- Formatting various machines using either Windows 7 or Windows 8 and installing network drivers, Microsoft Office and other software.
- Hardware and software installations
- Formatting hard disks, partitioning hard disks, backing up of data in hard disks, running latest antivirus AVG Antivirus, scanning for possibility of virus infection, disinfecting and recovery in case of lost files
Graphics Designer
BLUPRINT GRAFIX
Nairobi, 30
01.2010 - 01.2011
- Design oriented features
- Branding
- Stationery printing
- Outdoor advertising
- Screen printing and banners
- Digital printing
Education
Bachelor of Business Information Technology - Information Technology
Kenya Methodist University
Nairobi 04.2011 - 04.2014
Kenya Certificate of Secondary Education - K.C.S.E
Pumwani High School
Nairobi 01.2006 - 01.2009
Kenya Certificate of Primary Education - K.C.P.E
St. Michaels’ Primary School
Nairobi 01.1998 - 01.2005
Professional Strength
• I have excellent listening and questioning skills. That combined with my ability to interact confidently with clients to establish what the problem is hence being able to explain the solution
• I can think logically as well as one good memory of how software and operating systems work.
• I am open to new ideas and willing to learn.
• I Can work effectively and efficiently with little or no supervision
• Have good written & spoken communication and ability to interact effectively within the corporate hierarchy
• I’m highly Motivated in my job – I am enthusiastic in approaching the job.
• Commits to putting in additional effort and maintains high level of productivity and self-direction.
• Integrity - I Share complete and accurate information, maintains confidentiality, meets own commitments and adheres to organizational policies and procedures.
• Reliable - I take personal responsibility for job performance, completes work in a timely and in a consistent manner and sticks to commitments
• Stress Tolerant - I have emotional resilience and the ability to withstand pressure on an on-going basis. I’m also able to deal with difficult situations while maintaining performance.
• Am open to Seeking support from others when necessary and uses appropriate coping technique
Skills
- Proficient in excel, My SQL and Power BI.
- Sales and retail analysis
- Customer segmentation
- IT User support
- Strong comprehension of ICT systems and technologies
- Familiarity with Support Ticket
- Cyber Securing
- Backup Software
- IT Administration Software
- Network Monitoring Software
Professional Certifications
- Fortinet Network Security Expert Architect (NSE 7) - Ongoing
- Fortinet Network Security Expert Level 4: Certified Professional
- Fortinet Network Security Expert Level 1-3: Certified Associate
- Fortinet- SD-WAN, FortiGate Essentials.
- Juniper Networks Certified Associate - Junos (JNCIA-Junos)
- Juniper Certified Security Associate (JNCIA-SEC).
- Cisco Certified Network Associate Routing and Switching (CCNA Routing and Switching)
- Cisco Certified Network Associate - Security
Additional Information
- HOBBIES AND INTERESTS Travelling Reading Socializing Voluntary Work
Referres
Mr. Victor Musili
Team Leader – Customer Support
iWayAfrica Kenya Limited
Tel. 0724 109782
Email: vmusili@iwayafrica.net
2. Mr. Abel Maysa
Managing Director
Upbeat Technology Limited
Tel. 0722 629522
Email: amasya@upbeat.co.ke
3. Mr. John Osano
Director
Mobiworld Technologies
Tel: 0721 247 152
Email: osanocollo@gmail.com
Timeline
Technical Support Engineer
IWAY AFRICA KENYA LIMITED
10.2016 - Current
IT Intern
INTERACTIVE TECHNOLOGY LIMITED
01.2014 - 04.2014
Bachelor of Business Information Technology - Information Technology
Kenya Methodist University
04.2011 - 04.2014
IT Support Engineer
MOBIWORLD TECHNOLOGIES
01.2011 - 10.2016
Graphics Designer
BLUPRINT GRAFIX
01.2010 - 01.2011
Kenya Certificate of Secondary Education - K.C.S.E
Pumwani High School
01.2006 - 01.2009
Kenya Certificate of Primary Education - K.C.P.E
St. Michaels’ Primary School
01.1998 - 01.2005
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