Ronald Kirui Email & Phone Number

With 3-5 years of experience as a Software Support Engineer, I have developed a deep understanding of the software industry, particularly in the realm of SaaS (Software as a Service) and enterprise software solutions. My experience spans various industries, including finance, healthcare, and e-commerce, where I have supported a diverse range of software applications, from complex financial systems to customer relationship management (CRM) tools.Improved Resolution Times:Successfully reduced average ticket resolution times by 30% through the implementation of streamlined troubleshooting processes and improved knowledge base resources.Customer Satisfaction:Consistently received high ratings on customer satisfaction surveys, achieving an average rating of 4.8/5.0 over multiple quarters due to effective problem resolution and communication.Process Optimization:Contributed to the development of a new support workflow that enhanced efficiency and reduced repetitive issues, leading to a 25% decrease in recurring support requests.Training and Mentoring:Played a key role in mentoring junior support engineers, providing guidance and training that contributed to their professional growth and the overall effectiveness of the support team.Cross-Functional Collaboration:Worked closely with development and product management teams to relay user feedback and suggest improvements, leading to several enhancements in software features and performance.Experiences

• 

  Kabarak University

  Second Class Honors