Samuel Kimani
Kiambu town
Summary
Dynamic Technical Support Engineer with a proven track record at Netcom ISP, excelling in remote troubleshooting and problem-solving. Enhanced customer satisfaction through effective resolution of complex issues and mentoring team members. Skilled in implementing remote support systems, fostering clear communication, and conducting root cause analysis to prevent future challenges.
Overview
2
2
years of professional experience
2
2
Languages
Work History
Technical Support Engineer
Netcom ISP
12.2023 - Current
- Provided remote assistance to clients, ensuring timely resolution of software and hardware concerns.
- Mentored junior members of the team on best practices in issue resolution techniques.
- Served as an escalation point for challenging technical inquiries, demonstrating expertise in product knowledge and problem-solving abilities.
- Conducted root cause analysis of technical issues, implementing preventive measures for future occurrences.
- Enhanced customer satisfaction by resolving complex technical issues promptly and effectively.
- Maintained clear communication channels with clients throughout the troubleshooting process, ensuring transparency and trust.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Coordinated with vendors to resolve product-specific issues, acting as primary point of contact for warranty and repair processes.
- Implemented remote support system, enabling efficient troubleshooting without need for onsite visits.
Education
Bachelor of Science - Information Technology
Africa International University
Karen, Nairobi Province, Kenya 04.2001 -
Skills
Technical support
Technical troubleshooting
System troubleshooting
Problem-solving
Remote support
Timeline
Technical Support Engineer
Netcom ISP
12.2023 - Current
Bachelor of Science - Information Technology
Africa International University
04.2001 -