Junior Technical Support Engineer

• Nov 2022 - Present

Provide excellent customer service by taking ownership of customer issues reported and seeing problems through to resolution.Conduct research, diagnosis, and troubleshooting to identify solutions for customer issues.Develop and generate user test scenarios, carry out testing, and offer feedback in an organized and timely manner to the Development team.Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams.Provide prompt and accurate feedback to system users.Ensure proper recording and closure of all issues and document knowledge in the form of knowledge base tech notes and articles.Prepare accurate and timely reports to management and other relevant parties.Adhere to the Service Level Agreement (SLA) for issues with respect to severity.Provide step-by-step technical help and guidance, both orally and in writing, to customers and internal teams.Track new changes, ensure no issues, and communicate resolutions of issues to relevant parties in a timely and effective manner. Show less

Tap 2Eat Area Lead

• Aug 2022 - Nov 2022

Strengthened communication skills through regular interactions with Tap2Eat field officers.assisted with day-to-day Tap2Eat operations, working efficiently and productively with the development team and operations department.gained strong leadership skills through team management and Tap2Eat system management, from testing to deployment.demonstrated leadership skills in managing projects from concept to completion.identified issues, analyzed information, and provided end-to-end user experience feedback for system feature implementation.Worked well in a team setting, providing training, technicalsupport, and guidance to internal teams.Acted as team lead in group projects, delegating tasks and providing feedback.Assisted on system issues troubleshooting, reproduction, and resolution to improve system operations. Show less

Freelance Writer

• Jan 2021 - Jul 2023

Economist

• Aug 2021 - Jan 2022

Data collection and analysis, reporting the findings. Auditing of the Nyandarua Trade Development Joint Loan Board preparation of bills of quantities; preparation of the county fiscal strategy paper. Preparation of performance contracts for county executive committee members (C.E.C.M.) and chief officers of theTrade and Industrialization Directorate, Completed paperwork, recognizing discrepancies, and promptly addressing for resolution. Organized and detail-oriented with a strong work ethic. Excellent communication skills, both verbal and written. Gained extensive knowledge in data entry, analysis and reporting. Show less