About Me

Dynamic technical support engineer with a track record of success in delivering projects and implementing digital banking solutions across diverse African markets. Fluent in English, adept at nurturing collaborative relationships throughout Sub-Saharan Africa. Enthusiastic about leveraging a customer-centric approach within cloud support engineering. Achieved a 90% resolution rate for technical issues and enhanced customer satisfaction. Implemented strategies resulting in a 20% reduction in support ticket volumes. Demonstrated practical communication skills, facilitating a 15% decrease in project turnaround time. Spearheaded collaboration across multiple countries, ensuring successful project outcomes. Committed to continuous learning and professional growth to stay ahead of industry trends.

My Key skills

Clients

Finca (Zambia), Vision Fund MFI (Ethiopia), Public Service Microfinance Company (Zambia), Safaricom Sacco (Kenya), Agricultural Finance Corporation (Kenya), Women Enterprise Fund (Kenya)

Work experience

Technical Support and Implementation Engineer - Craft Silicon

December 2020 - Present

Key Contributions:

Collaborate with cross-functional teams to quickly resolve 90% of technical issues, identify market trends and customer needs, inform product development strategies, and enhance customer satisfaction.
Optimize system functionality by executing software upgrade strategies, resulting in a 20% reduction in support ticket volumes.
Deliver project updates and insightful recommendations to stakeholders, demonstrating clear and concise communication skills, which reduced turnaround time by 15%.
Capitalize on project management methodologies and tools like Agile and Jira to optimize project delivery, mitigate risks, and drive successful project outcomes in 5 strategic African countries.
Develop comprehensive UAT test cases outlining test objectives and acceptance criteria, resulting in a 95% success rate of uncovering usability issues and functionality gaps, ensuring alignment with the client’s expectations.
Consistently pursue growth and knowledge by completing 5+ online courses covering cloud computing, software product management, and cyber security.

Provider Management Executive - AAR Insurance

May 2019 – December 2019

Key Contributions:

Managed a network of over 60 healthcare providers within the insurance sector, ensuring efficient service delivery and cost control resulting in improved profit margins
Utilized data insights to identify cost-saving opportunities, resulting in a 15% reduction in annual expenditure.
Led a customer service initiative that increased customer retention rate, which increased customer referrals
Negotiated with leading healthcare providers, leading to an increase in revenue and a 50% improvement in patient satisfaction

Claims Analyst - AAR Insurance

November 2018 - April 2019

Key Contributions:

Conducted in-depth interviews with insurance claimants to gather factual information, resulting in a reduction of fraudulent claims by 50% through meticulous analysis and investigation
Documented insurance claims and analyzed claim data for accuracy and completeness, reducing the number of rejected claims by 50%

Education and Certificates

Certified in Cyber security - ISC2 | February 2024 - May 2024

AWS Cloud Computing - ALX Africa | October 2023 – July 2024

Software Product Management - Coursera | March 2023 – February 2024

Certificate in Google Data Analytics - Coursera | September 2022- February 2023

Google Cloud Practitioner - Google Africa Developer Scholarship | June 2022- December 2022

Certificate in Google Technical Support Fundamentals - Coursera | March 2022- August 2022

Bachelor of Science: Information Technology - Mount Kenya University

Diploma: Information Technology - Mount Kenya University

Certificate: Information Technology - Mount Kenya University

Certificate: Web Development - Zetech College