Michael Kitili
Digital support at Standard Focus Ltd- Claim this Profile
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Topline Score
Bio
Credentials
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Standard English/Western Certification
EF Standard English Test (EF SET)Jul, 2023- Oct, 2024 -
SQL Masterclass for Data Analysis with BigData
UdemyAug, 2021- Oct, 2024 -
The Complete Python Bootcamp From Zero to Hero in Python
UdemyAug, 2021- Oct, 2024 -
Oracle Database PL/SQL Developer Certified Professional
SoloLearnMay, 2021- Oct, 2024
Experience
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Standard Focus Ltd
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Entertainment Providers
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1 - 100 Employee
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Digital support
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Aug 2021 - Present
• Provide prompt and courteous assistance to customers via various digital channels such as email, chat, social media, and support tickets with an average CSAT score of 95 % • Diagnose and resolve technical issues related to digital products, software applications, or online services. Guide customers through step-by-step troubleshooting processes to identify and resolve problems effectively. • Develop a comprehensive understanding of the digital products or services offered by the company. Stay up-to-date with the latest features, updates, and changes to be able to provide accurate information to customers. • Offer remote support to customers using screen-sharing or remote desktop tools when necessary to troubleshoot complex issues or guide them through setup and configuration processes. • Utilize ticketing systems or other support tools to log, track, and monitor customer issues from start to resolution, ensuring accountability and efficiency in support operations. • Analyzing and Interpreting gaming/betting results and possible resettling of gaming markets • Actively gather customer feedback and relay it to relevant teams, including product development and marketing, to contribute to product improvements and enhanced user experiences. • Act as a customer advocate within the company, ensuring that customer feedback and pain points are effectively communicated to relevant stakeholders to drive improvements in products and services. Show less
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iSON Xperiences Ltd - Leading Global CX Management Company
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United Arab Emirates
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Outsourcing and Offshoring Consulting
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700 & Above Employee
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Application Support Engineer
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Jan 2018 - Apr 2021
The work entails:• Diagnosing, troubleshooting, and developing new solutions that solve the root cause of customer problems in tickets elevated from our L1 support/ CCE team.• Installing and configuring Linux server operating systems, ensuring they meet security and performance requirements.• Update and maintain software packages and applications on Linux serves, ensuring they are up to date with the latest patches and releases• Spearheaded the design, development, deployment, and implementation of applications • Creating and managing system tools for scripts and automation processes and checking server usage for capacity needs for possible scalability• Assisting in the setup and deployment of virtual machines, as well as the installation and backup of all configuration procedures.• Demonstrated exceptional skills in designing robust structures for System Integration Testing (SIT) and User Acceptance Testing (UAT), ensuring successful and error-free deployments of critical applications.• Create, modify, and manage user accounts, permissions, and access control lists to ensure secure and appropriate access to resources.• Continuously monitor server performance, diagnose and resolve performance issues, and optimize system resources for efficiency• Significantly enhanced support team productivity by eliminating 80% of manual checks, leading to a remarkable 15% reduction in SLA breaches for client reporting.• Maintaining a comprehensive documentation of server configurations, procedures, and policies for reference and troubleshooting. Show less
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Customer Support
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Oct 2015 - Jan 2018
• Manage large amount of incoming calls• Handle complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolutions• Identify and access the customers’ needs to achieve satisfaction• Provide accurate ,valid and complete information by using the right methods /tools• Follow communication procedures, guidelines and policies• Inform customer of deals and promotions• Advice customers on best plans and products for them
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Education
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2016 - 2018
Kenya institute of management
Business Administration and Management, General, upper Credit
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