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Customer Service Support

Excelsior, MN, 55331
May 13, 2020

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Wanja Mugai



Dedicated professional with background in providing technical support to a diverse range of customers and organizations. A problem-solver with exceptional telephone & personal etiquette that can communicate to users at different levels of technical proficiency. Committed to professionalism, attention to detail & building solid working relationships.


Microsoft Office – Word, Excel, PowerPoint, Outlook & Access

Oracle ERP – User/Role Management

SQL – Oracle/MS SQL Server

Remote Desktop


Remedy Ticketing/Knowledge System


Professional Experience

Customer Service Support

Data Recognition Corporation (Jan 2020-Current)

Receive, respond to and resolve inbound client contacted on DRC products both technical and non-technical as needed.

Manage unresolved incidents utilizing appropriate resources within required timelines

Coordinate internal resources as necessary to ensure effective solution.

Document and communicate to appropriate resource as necessary to ensure effective solution.

Write, edit and maintain documentation/knowledge articles.

Customer Service Advocate

United Health Group-Minnetonka, MN (June 2019-Dec 2019)

Perform member administrative tasks, such as maintaining customer records, policy updates and inquiries.

Answer inbound calls for Medicare members using computer based tools to research their specific benefits plans.

Assist Medicare members/providers with questions and concerns regarding their benefits, pharmacy services and claims.

Help members make informed decisions about their care services by answering their questions, resolving their issues or helping them enroll in and/or select a health plan.

Customer Support Associate

Walgreens – Wayzata, MN (Feb 2019 – May 2019)

Create a welcoming and warm customer service experience for customers.

Collaborate with other team members to manage store inventory.

Maintain store signage in accordance with company standards.

Assist customers with general questions or concerns they may have.

Ensure attendance record is perfect while being punctual during assigned shifts.

Secure the daily store funds as well as maintaining proper documentation.

IT Support Specialist

Teachers Service Commission Headquarters – Nairobi, Kenya (July 2009 – Sep 2018).

Managed user/inventory setup, access and support using Active Directory.

Configured, performed troubleshooting and management of virtual private networks (VPN) for remote users.

Basic Installation, supporting and troubleshooting network cabling infrastructure including and wide variety of Local Area Network (LAN) equipment such as routers, switches and access points.

Performed day-to-day technical support of hardware, software and information systems utilized by the organization while adhering to agreed upon SLAs.

In collaboration with other teams implemented and maintained processes that ensured ideal uptime of the organization infrastructure & applications.

Trained end-users and contributed to technical enhancements/upgrades based on industry trends, organization needs and best practices.

Worked with external vendors to source new products/solutions as well as implementing and supporting them.

Managed custom monitoring solutions that assisted in logging and supporting the technical infrastructure.

Documented and kept up-to-date the support documentation using an in-house SharePoint knowledgebase.


Diploma – Information Technology (IT) – Jomo Kenyatta University of Agriculture and Technology (Kenya).

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