Mugo David Mbogo
CODIC LIMITED
Nairobi
Am a highly skilled and dedicated Support Engineer with a strong background in troubleshooting, resolving complex technical issues, and developing innovative solutions. Equipped with a deep understanding of software development methodologies and a proven track record of delivering exceptional customer support.
Experienced with managing support teams to deliver exceptional customer service. Utilizes problem-solving skills to address technical issues and improve support processes. Track record of maintaining high levels of customer satisfaction and team performance.
1
Certification
14
years of professional experience
Work History
SENIOR SUPPORT MANAGER – DIGITAL BANKING
7 Years
CODIC LIMITED | 06.2019 - Current
- Support Management: Leading and managing a team of support staff to ensure efficient resolution of customer issues and inquiries. This includes setting performance goals, providing guidance, and conducting regular performance evaluations. Signing of user acceptance tests (UAT).
- Implementation Planning: Collaborating with cross-functional teams to plan and execute software or system implementations for clients. This involves understanding client requirements, coordinating resources, creating implementation timelines, and managing project budgets.
- Customer Relationship Management: Building and maintaining strong relationships with clients, understanding their needs, and ensuring their satisfaction throughout the support and implementation processes. This includes providing regular updates, addressing concerns, and managing expectations.
- Technical Expertise: Having a deep understanding of the organization's products, systems, and technologies to provide expert guidance and support to both internal teams and external clients. Staying up to date with industry trends and advancements is crucial for effectively managing implementation and support activities.
- Process Improvement: Continuously evaluating and enhancing support and implementation processes to optimize efficiency, quality, and customer experience. This involves identifying bottlenecks, implementing best practices, and leveraging automation or technology solutions where applicable.
- Training and Development: Identifying training needs for support and implementation staff and providing coaching or organizing training sessions to enhance their skills and knowledge. This ensures a capable and motivated team that can deliver high-quality support and successful implementations.
- Reporting and Metrics: Monitoring and analyzing support and implementation metrics, such as response times, customer satisfaction, and project success rates. Generating reports and providing insights to management for informed decision-making and performance evaluation.
JUNIOR SUPPORT AND IMPLEMENTATION OFFICER
3 Years 11 Months
CODIC LIMITED | 06.2015 - 05.2019
- Support Assistance: assisting the support team in addressing customer inquiries, issues, and technical problems. This involved troubleshooting software or system-related issues, providing step-by-step instructions, or escalating complex problems to senior team members.
- Implementation Support: Assisting in the implementation of software or systems for clients. Which included collaborating with the implementation team, following implementation plans, performing system configurations, and conducting user acceptance testing.
- Documentation: Assisting in the creation and maintenance of documentation related to support and implementation processes. It included user guides, FAQs, troubleshooting documentation, and knowledge base articles to enhance customer self-service and internal team knowledge.
- Customer Communication: Communicating with customers to gather information, provide updates, and ensure customer satisfaction during the support and implementation processes.
TRAINEE SUPPORT AND IMPLEMENTATION OFFICER
11 Months
CODIC LIMITED | 06.2014 - 05.2015
- Support Assistance: Assisting the support team in addressing customer inquiries, issues, and technical problems. This may involve troubleshooting software or system-related issues, providing initial response and resolution, or escalating complex problems to senior team members.
- Implementation Support: Assisting in the implementation of software or systems for clients. This includes collaborating with the implementation team, following implementation plans, performing system configurations, and conducting user acceptance testing under the guidance of senior team members.
- Customer Communication: Assisting in communicating with customers to gather information, provide updates, and ensure customer satisfaction during the support and implementation processes. This includes responding to emails, phone calls, and online inquiries professionally and promptly.
- Training and Onboarding: Assisting in conducting training sessions for customers or internal staff on software or system usage. This involved preparing training materials, organizing sessions, and providing hands-on support to ensure smooth onboarding and adoption of the product or system.
- Testing and Quality Assurance: Assisting in testing new software releases or system updates to identify and report any bugs, issues, or areas for improvement. It involved following test scripts, documenting test results, and providing feedback to the development team.
ATTACHE PROGRAMS AND SUPPORT OFFICER
10 Months
DOUBLE J BUSINESS ASSOCIATES | 02.2013 - 12.2013
- Administrative Support: Providing administrative support in various areas, such as document management, data entry, scheduling, and record keeping. Maintaining program databases, organizing meetings, preparing program materials, and managing correspondence.
- Participant Support: Assisting participants in the attaché programs by addressing their inquiries, providing guidance, and offering support throughout their program duration. This may involve organizing orientation sessions, facilitating cultural integration, and addressing participant concerns.
- Program Evaluation: Assisting in evaluating the effectiveness of attaché programs by collecting feedback from participants, host organizations, and other stakeholders. Analyzing data and preparing reports on program outcomes and recommendations for improvement.
ATTACHE CALL CENTER AND SUPPORT OFFICER
8 Months
UNITED STATES INTERNATIONAL UNIVERSITY | 04.2012 - 12.2012
- Responding to Inquiries: Answering incoming calls, emails, and other communication channels to address inquiries from students, faculty, staff, and the general public. Providing accurate and timely information regarding university programs, admissions, registration, financial aid, academic policies, and other relevant topics.
- Troubleshooting Technical Issues: Assisting callers with technical issues related to university systems, online platforms, and software applications. Troubleshooting problems, providing step-by-step instructions, and escalating complex issues to the appropriate technical support teams.
- General Information Provision: Serving as a knowledge resource for the university's policies, procedures, events, and services. Providing accurate information about campus facilities, academic departments, extracurricular activities, and other campus resources.
- Complaint Resolution: Handling complaints and concerns from students, faculty, staff, and other stakeholders in a professional and empathetic manner. Escalating issues to the appropriate departments or personnel, tracking resolutions, and ensuring timely follow-up.
Education
Bachelor of Science - Information Technology (B.SC. IT)
MKU University
10.2025
Diploma - ICT Management
Institute of Advanced Technology
11.2012
Skills
Operating Systems: Windows
Linux
Networking: Cisco
Troubleshooting: Active Directory
Exchange
SQL Server and accounting systems
Databases: Msql
Sql
Accomplishments
- Achieved [Result] through effectively helping with [Task].
- Documented and resolved [Issue] which led to [Results].
Certification
- CCNA Security - Current
- CISCO COMPTIA A+ - 2023
- ALISON CCNA - 2020
- CISCO
TRAININGS
- Safaricom Fraud Monitoring and Detection Programs - February 2023
- Safaricom Digital Platforms APIs - November 2022
- Safaricom B2C, B2B and C2B Services - February and September 2016
- CODIC Inhouse training CODIC Staff System Change over Programs - March 2023
- CODIC Group Training for clients Member Loan default mitigation - April 2017
- CODIC Supervisory Committee Training Sourcing for good Enterprise Recourse Planning (ERP) systems - October 2016
INTERESTS
Software development, End user support
Timeline
SENIOR SUPPORT MANAGER – DIGITAL BANKING
CODIC LIMITED
06.2019 - CurrentRead more
JUNIOR SUPPORT AND IMPLEMENTATION OFFICER
CODIC LIMITED
06.2015 - 05.2019Read more
TRAINEE SUPPORT AND IMPLEMENTATION OFFICER
CODIC LIMITED
06.2014 - 05.2015Read more
ATTACHE PROGRAMS AND SUPPORT OFFICER
DOUBLE J BUSINESS ASSOCIATES
02.2013 - 12.2013Read more
ATTACHE CALL CENTER AND SUPPORT OFFICER
UNITED STATES INTERNATIONAL UNIVERSITY
04.2012 - 12.2012Read more
Institute of Advanced Technology - Diploma, ICT Management
Read more
MKU University - Bachelor of Science, Information Technology (B.SC. IT)
Read more