Brian Maina Email & Phone Number

New York, United States

Lexington, Kentucky, United States

Lexington, Kentucky, United States

• Managed customer issues related to the installation, troubleshooting, and debugging of TIBCO Jaspersoft products in Linux and Windows OS on a timely basis.
• Offered hands-on support by assisting customers with report visualization issues, report configuration, data connectivity, and SQL query issues.
• Provided effective and clear communication and established appropriate expectations with clients.
• Proactively Interacted directly with customers to understand their problems, quickly investigated and reviewed complex issues then troubleshot, debugged, and resolved mission-critical issues from both customer and.
• Took ownership of cases and troubleshot by isolating, reproducing, investigating, and solving complex customer technical issues using available support tools, acted as an advisor to the customers managing their.
• Acted as liaison to engineering for identification and resolution of software issues, product enhancements,and defects.

Nairobi Kenya

• Drive product improvement through customer feedback to help improve customer satisfaction.
• Directly engage and support top external and internal customers to resolve technically complex and critical technical issues in a 24x7x365 support team.
• Ensured SLA in adhered to for user-reported issues by maintaining timely initial responses.
• Transform the customer experience by sharing improvement suggestions with engineering teams to prevent incidents from recurring.
• Lead design and analysis of integrations between Oracle Siebel CRM 3rd party applications via Tibco API’s
• Leverage knowledge and customer support experience to mentor and model customer engagement skills.

Nairobi Kenya

EXPERIENCED IN BELOW ITIL PROCESS- Service Operations (CSI, Incident, Event, Problem, Request fulfillment, Access, Application and Service desk management)- Service Strategy (Demand, Financial, Business Relationship and Service portfolio management)- Service Design (Service catalogue Management, Service Level Management, Capacity Management, availability.

Nairobi Kenya

Speciliaties/Expertise:ITSM HP SERVICE MANAGER1st Line SupportOracle Siebel CRMTibco AdministratorWindows remote desktopIncident management.

Nairobi Kenya

Speciliaties/Expertise:Windows Active DirectoryLAN networksTivoli Software

Kenya

Specialties/Expertise:Creating/deleting users in Active Directory.Configuring Windows Domains and adding client's computers.Managing Windows server and Linux Email Server.Creating and configuring LAN network points and maintaining a network with 30 Computers.Configuring IP-based internet control using squid Proxy software.Deploying Kaspersky antivirus.