It Support Service Delivery

BILLY GIBENDI

IT Operations & Service Delivery

Mombasa, Kenya • PROFESSIONAL SUMMARY

Highly motivated and resourceful professional, with a background in IT and service related roles, adept at handling complex technical issues. Seeking similar yet challenging roles that will leverage my robust IT experience history to provide exceptional service and contribute to the organization's mission to further enhance client-facing experiences.

Lead Technical Specialist 2020-2024

● Resolved critical system issues and outages by providing technical guidance to junior team members and working closely with vendors to quickly identify and resolve issues, resulting in zero critical system outages for three consecutive quarters.

● Spearheaded IT support initiatives, resolving complex technical issues for a diverse client base.

● Implemented efficient troubleshooting processes, contributing to a 15% reduction in issue resolution time.

● Collaborated with cross-functional teams to streamline support procedures, enhancing overall customer satisfaction.

● Utilized CRM systems to maintain accurate customer records and streamline communication channels.

● Applied active listening and problem-solving skills to enhance overall customer satisfaction. BAMBURI CEMENT PLC Nairobi & Mombasa, KENYA

IT Service Desk Engineer - Integra Computer Solution 2014-2017

● Provided frontline IT support, managing client inquiries, and ensuring prompt issue resolution.

● Collaborated with cross-functional teams to identify and implement process improvements, resulting in a 20% reduction in response time for IT service requests and a 15% increase in customer satisfaction ratings.

● Managed high-volume calls, addressing customer inquiries, and processing orders efficiently.

● Improved service desk metrics by increasing first contact resolution rate by 20% and reducing average resolution time by 15%, resulting in improved service levels and user Experience.

● Implemented software deployment automation process, reducing manual intervention by 40% and improving operational efficiency for IT support teams.

EDUCATION

JOMO KENYATTA UNIVERSITY OF AGRICULTURE AND TECHNOLOGY Nairobi, KENYA Bachelor of Business Information Technology SEPT 2017 - NOV 2024 ALISON Remote

Diploma in Project Management JAN 2023 - NOV 2023

Customer Service Skills JAN 2020 - MAR 2020

CPR, AED and First Aid FEB 2024 - MAR 2024

CERTIFICATIONS

Scrum Fundamentals Certified

Project Management Essentials Certified (PMEC)

Microsoft Certified - Security, Compliance, and Identity Fundamentals SKILLS

● Communication Skills: Ability to explain technical concepts concisely to non-technical users.

● Project Management: Agile/Scrum Methodologies, Waterfall Methodologies, Project Planning and Execution, Risk Management, Communication, and Problem-Solving.

● Collaboration: Proven track record of collaborating with cross-functional teams for streamlined support processes.

● Time Management: Comfortable working within Pacific Standard Time (US) hours, ensuring timely support.

● Softwares: CRM Systems(SAP ERP, ServiceNow, Zendesk), Slack, Microsoft Teams, Google Workspace, and Zoom

● Interpersonal: Adaptability, Team Player, Dependability, Great Listener, Empathy

● IT Support: Windows and Mac OS, Microsoft Office Suite, VPN, Helpdesk Ticketing Systems

● Technical Proficiency: Extensive experience in troubleshooting complex software issues, handling APIs, JSON, and application log analysis.

LANGUAGES

Fluent in both written and spoken English and Swahili. REFERENCES

Available on request

Contact this candidate