Wallace Wangechi Email & Phone Number

Nairobi County, Kenya

• Ensure 1st line fault resolution and identification of potential risks and take actions tomitigate failure.• Identify faults/incidents and own them until resolution and closure.• Interface with other stakeholders in/out of the organization with an aim of making thecustomer(internal/external) experience better.• Provide governance in the work order Change Management execution process andquality performance after execution to meet intended KPIs• Develop, analyze and consume relevant daily/weekly/monthly reports on various keyaspects of the Tech Support section.• Follow fault and incident management processes and carry out continuous follow-ups todeliver the defined KPIs.• Ensure proper and documented follow-ups are done from start to end ofevents/incidents.• Champion observability of all services/systems for support and escalation.• Work directly with 3rd party service providers to escalate and resolve connectivity issues.• Contribute to continual process improvement within tech support including but notlimited to automation of tasks and reporting, implementation of enterprise-widemonitoring initiatives.• Develop key dashboards for transparency of reporting uptime and other metrics asidentified.• Up-to-date technical documentation for services• Identify root cause on severe System/network/service infrastructure issues in order toplan for future prevention and service improvements.

Nairobi, Kenya

 Handling both in-bound and out-bound customer voice interactions Listen to customer’s questions, complains and concerns and providing appropriate responses Providing information about the company’s products and services to customers Conducting surveys, campaigns, promotions and carrying out enquiries on the company’s product andservices Reviewing or making appropriate changes on customer’s accounts Recording customer contact details and personal data for future use Compiling reports on customer satisfaction and giving feedbacks from customers Acting as company’s gate keeper and handling changes in policies or renewals

Kenya

 Maintaining and upgrading existing systems as required Designing new computer systems and frameworks Troubleshooting technical issues Assist in Risk mitigation planning Collaborating with Business Analysts, and ICT team to resolve issues and ensuring solutions are viable andconsistent Creating system guidelines and manuals for the organization Running training sessions and workshops on system processes Conducting regular reviews of systems and generating reports on efficiencies and improvement areas Structuring and prioritizing business requirements and communicating plans with stakeholders for reviewand approval Carry out user profile support; Peripheral hardware support; LAN support; PC hardware support e.g.reloading and sorting operating systems Use of intranet downloads and internal ERP; Internet connectivity configuration

 Setting up, installation, configuration, repair and maintenance of ICT equipment that included laptops,desktops, printers and IP phones. ICT support for users of software, hardware, network and application related issues ICT equipment audit and applications installation Supporting the rollout of in-house applications, technologies and systems