ROBINSON SUMBULE
Technical Operations & ERP Support Specialist
Nairobi
Summary
Technical Operations and Support Specialist with 6+ years of experience supporting business systems, payment operations, ERP integrations, workflow management, and customer-facing technology solutions. Experienced in maintaining operational records, coordinating cross-functional projects, generating reports, improving workflows, and supporting system implementations across POS, eCommerce, CRM, and ERP environments. Proven ability to streamline processes, manage operational data, and collaborate with technical and business stakeholders to improve organizational efficiency.
Overview
7
7
years of professional experience
Work History
Technical Solutions Specialist, POS and Ecommerce
Pesapal Limited
Nairobi, Nairobi Province
07.2025 - Current
- Develop and customize payment integration solutions supporting merchant business operations
- Configure, deploy, and optimize POS terminals and eCommerce payment solutions
- Support API integrations from merchant onboarding through production go-live
- Troubleshoot complex technical issues across POS, eCommerce, and API systems
- Create comprehensive technical documentation and training resources for merchants
- Maintained accurate operational records and project documentation within Zoho systems.
- Coordinated operational workflows across technical, support, and merchant-facing teams.
- Produced operational reports and dashboards used to monitor project status and support performance.
- Tracked implementation milestones and ensured timely completion of merchant onboarding activities.
- Improved process documentation resulting in faster issue resolution and reduced operational delays.
- Developed webhook receiver for real-time payment status synchronization
- Created automated invoice reconciliation and payment posting workflows
- Implemented comprehensive error handling, retry logic, and audit logging
- Key Achievement: Developed production-ready Zoho Books-Pesapal payment connector handling real-time payment processing, webhook callbacks, and automated invoice reconciliation, reducing manual payment posting by 90%
Technical Support Specialist
Pesapal Limited
02.2023 - 06.2025
- Led and coordinated POS integration setup tasks using Zoho Projects for task tracking and team collaboration
- Guided and supported team members through POS deployment workflows and integration processes
- Managed project timelines, milestones, and deliverables for merchant POS implementations
- Documented integration procedures and best practices within Zoho Projects for knowledge sharing
- Monitored project progress and provided status updates to stakeholders through project dashboards
- Zoho CRM & Analytics - Technical Support Operations:
- Utilized Zoho CRM for customer account management, contact lookup, and technical query resolution
- Generated performance reports and payment analytics using Zoho Analytics for management insights
- Created custom dashboards tracking support metrics, integration success rates, and payment volumes
- Technical Integration Work:
- Conducted API integrations for WooCommerce, PrestaShop, WHMCS, and Shopify platforms
- Tested client integration setups to identify and resolve technical issues pre-launch
- Upgraded Pesapal payment plugins ensuring seamless CMS compatibility across versions
- Updated and maintained official Pesapal extensions, plugins, and modules
- Assisted external developers with POS system integrations and API implementation guidance
- Developed troubleshooting workflows for payment gateway synchronization issues
Software Engineer Intern
Patrium Health
Los Angels
07.2024 - 09.2024
- Supported the team in monitoring and maintaining security compliance using Vanta, helping ensure systems passed automated security checks
- Assisted with AWS infrastructure compliance tasks, including monitoring resources, verifying system time synchronization, and checking adherence to security policies
- Participated in configuring and maintaining CI/CD pipelines in GitLab, assisting with test execution and basic debugging under guidance
- Worked with team members to address security findings, supporting fixes related to access controls, encryption, and resource configurations
- Assisted in preparing documentation and evidence for security audits, contributing to SOC 2, HIPAA, and other healthcare compliance requirements
- Technologies: Amazon Web Services (AWS), GitLab, Vanta, CI/CD Pipelines
Customer Support Agent
Pesapal Limited
06.2020 - 02.2023
- Managed customer support workflows via Zoho Desk ticketing system
- Responded to technical and billing support queries through Zoho Desk interface
- Categorized and prioritized tickets based on urgency and complexity
- Escalated complex technical issues with comprehensive ticket documentation
- Contributed to Zoho Desk knowledge base articles for common integration challenges
- Addressed customer issues efficiently across multiple communication channels (email, phone, chat)
- Built strong merchant relationships through proactive needs assessment and solution delivery
- Provided technical guidance on payment integration setup and troubleshooting
Trade Development Representative
Pesapal Limited
03.2020 - 06.2020
- Fostered merchant partner relationships ensuring engagement and satisfaction
- Served as primary contact for merchant queries and issue resolution
- Leveraged problem-solving skills to deliver timely, effective solutions
- Escalated complex merchant issues to technical teams with detailed context
Intern - Technical Support
Libro Business Systems
06.2019 - 08.2019
- Managed bandwidth and optimized network infrastructure for improved performance
- Managed bandwidth and network infrastructure
- Performed network troubleshooting and ensured client connectivity to enhance user experience
- Executed machine formatting and software installations to prepare systems for deployment
- Developed websites using WordPress CMS
Education
Bachelor of Science - Business Information Technology
01-2019
Graduated 2019
Skills
ERP Administration & System Support
Operational Workflow Management
Process Improvement
Reporting & Analytics
Documentation & Record Management
Payment Operations
Merchant Onboarding & Support
Project Coordination
Stakeholder Communication
Cross-functional Collaboration
Data Accuracy & Quality Assurance
Technical Support Operations
API Integrations
CRM Administration
Issue Resolution
Timeline
Technical Solutions Specialist, POS and Ecommerce - Pesapal Limited
07.2025 - Current
Software Engineer Intern - Patrium Health
07.2024 - 09.2024
Technical Support Specialist - Pesapal Limited
02.2023 - 06.2025
Customer Support Agent - Pesapal Limited
06.2020 - 02.2023
Trade Development Representative - Pesapal Limited
03.2020 - 06.2020
Intern - Technical Support - Libro Business Systems
06.2019 - 08.2019
Taita Taveta University - Bachelor of Science, Business Information Technology