Abigael Gitahi Email & Phone Number

Portland, Or, Us

Kenya

• Responsible for overseeing the day-to-day effectiveness of service provision and ensuring that targets/SLAs are met.• Coordinate the service desk team members in their daily duties of attending to clients who come to make inquiries and facilitate good customer service culture in team members.• Observe service desk operation techniques to determine how effective they are and implement new techniques.• Review all client complaints, rectify issues and liaise with appropriate departments to handle complex issues in a bid to provide more effective solutions.• Ensuring the adherence of professionalism and expansion of all activities done at the service desk.• Answer and monitor queries and enquiries from IT Support and other departments within IT.

Kenya

Manage JML Process- Perform the CCI IT JML process for CCI and CCIS. Elevated - Memberships/ Entitlements. Configuring User AD Account. Reconciliation against the movers and Leavers.Incident management - I provide effective and efficient incident handling which in turn ensures continual service uptime, whether its P1 or P2.( Incident identification, Incident logging, incident classification, incident prioritisation, Incident escalation/ assignment, incident resolution/closure).Service Request Fulfilment/ Access management- Perform service Account creation, perform Security group creation, provide VPN access, give access control/ approvals (for shared folders,distribution lists), provide WiFi access and guest management, create and delete access to Skype and Skype for business, provide printer access.Password management- In CCI I ensure that these queries are resolved within set SLA's. (CCI Password reset, CCI Account Unlock, Record these types of tickets as FCR- First Call Resolution)

-Maintaining a positive, empathetic, and professional attitude toward customers at all times.-Responding promptly to customer inquiries.-Communicating with customers through various channels.-Acknowledging and resolving customer complaints.-Knowing our products inside and out so that you can answer questions.-Processing orders, forms, applications, and requests.-Keeping records of customer interactions, transactions, comments, and complaints.-Communicating and coordinating with colleagues as necessary.-Providing feedback on the efficiency of the customer service process.-Managing a team of junior customer service representatives.-Ensure customer satisfaction and provide professional customer support.

Conducted comprehensive training on various computer packages, tailoring instruction to individual student needs. • Diagnosed and resolved technical challenges faced by students, fostering a positive learning environment.• Led interactive focus group discussions, fostering a dynamic learning environment. • Collaborated with fellow instructors to develop curriculum updates and improve teaching methodologies. • Provided hands-on support to partners, offering solutions to their computer-related challenges. • Conducted regular assessments to evaluate student progress and adjust instructional strategies as needed. • Actively participated in faculty meetings to discuss student performance and share best practices. • Fostered a culture of continuous learning by organizing tech-related seminars and workshops for students and staff. • Fueled an environment of interactive learning, diagnosing and resolving technical challenges while encouraging students to explore creative solutions • Demonstrated adaptability by fulfilling various tasks as assigned by supervisors.