Customer Support & ICT Operations Specialist

HANNA KULOLA MSHAMBA

Mobile: +254-********* Email: ***********@*****.***

Results-driven and customer-focused professional with proven expertise in customer relationship management, ICT support, and front-office operations. Adept at resolving complex technical and service-related issues, enhancing client satisfaction, and ensuring seamless business operations. Skilled in troubleshooting, network equipment setup, and ICT systems maintenance, with a track record of improving service efficiency and supporting organizational growth. Committed to delivering high-quality solutions, building strong client relationships, and contributing to operational excellence in dynamic and fast-paced environments. CORE COMPETENCIES

• Customer Relationship Management (CRM)

• Front Desk and Reception Operations

• Call Handling and Switchboard Operations

• Complaint Resolution and Service Recovery

• Product and Service Knowledge Presentation

• Order Processing and Supply Coordination

• Sales Support and Customer Onboarding

• Data Entry and Customer Record Management

• Internet Connectivity Troubleshooting

• Technical Problem Escalation Procedures

• Network Equipment Setup and Configuration

• IT Systems Monitoring and Maintenance

• Software Installation and Configuration

• IT Asset Inventory Management

• Data Backup and Recovery Procedures

• ICT Policy Compliance and Data Protection

• Vendor Liaison and Service Coordination

• Documentation of IT Procedures and Guides

KEY PROFESSIONAL ACHIEVEMENTS

• Successfully resolved over 95% of customer inquiries and complaints within the first point of contact at My WIFI Internet Providers, improving customer satisfaction and retention rates.

• Assisted in the configuration and maintenance of over 50 ICT devices (servers, computers, routers, and peripherals) at Taita Taveta County ICT Department, ensuring uninterrupted network operations and system security.

PROFESSIONAL EXPERIENCE

Java House, Nairobi, Kenya April 2025 - June 30, 2026 Restaurant Runner

• Maintained a clean, tidy, and organized working counter at all times.

• Consistently followed standard operating procedures during production.

• Took orders and delivered them to tables neatly and accurately in accordance with ticket specifications.

• Ensured proper waste management.

• Assisted the barista in running the barista counter.

• Conducted daily stock takes of counter products.

• Handled food preparation, presentation, correct storage, and production to the right quality standards. My WIFI Internet Providers, (Mariakani Town), Kilifi County May 2024 - Dec 2024 Customer Care / Receptionist

• Responded to incoming calls and attended to visitors promptly and professionally.

• Provided accurate product and service information regarding available internet connection packages.

• Received and processed orders for networking supplies and ensured timely delivery.

• Offered product suggestions to meet client needs and improve customer satisfaction.

• Troubleshot basic connectivity issues and escalated complex technical problems to the technical team.

• Addressed customer complaints courteously and followed up until resolution was achieved.

• Operated the switchboard to route incoming calls and place outgoing calls efficiently.

• Maintained and updated customer service logs, inquiries, and feedback for reporting purposes.

• Supported the sales team in processing new customer registrations and onboarding.

• Managed reception operations, ensuring a welcoming and organized front desk environment.

• Assisted in preparing and distributing customer communication materials such as notices and service updates.

• Promoted ongoing offers and packages to customers to drive sales and retention. Taita Taveta County ICT Department, Taita Taveta, Kenya Jan 2022 - June 2022 IT Assistant (Attachment)

• Troubleshot and resolved network failures to maintain uninterrupted service.

• Set up and configured peripherals such as printers, scanners, and projectors, ensuring functionality and security.

• Managed domain and email account registrations for staff.

• Regularly updated software and performed patches on staff computers to enhance security.

• Monitored and ensured proper functioning of servers, computers, switches, routers, and related systems.

• Provided IT support and guidance to staff members on hardware, software, and network-related issues.

• Installed software applications and operating systems on staff devices.

• Performed routine data backups and ensured disaster recovery systems were operational.

• Documented IT procedures, troubleshooting steps, and system configurations for reference.

• Maintained an up-to-date IT asset inventory and tracked hardware usage.

• Assisted in the setup and configuration of conference equipment for meetings and events.

• Collaborated with vendors for the procurement and servicing of IT equipment.

• Ensured compliance with ICT policies and data protection regulations. EDUCATION, PROFESSIONAL QUALIFICATIONS & TRAININGS

• Diploma in Information Technology, Taita Taveta University, Taita Taveta, Kenya, 2021 - 2023

• Kenya Certificate of Secondary Education, Senior Chief Mwangeka High School, Taita Taveta, Kenya, 2016 - 2019

SKILLS AND PERSONAL QUALITIES

• Trustworthy

• Good IT Skills

• Good Organizational Skills

• Administrative Management Skills

• Ability to Multitask

• Creativity and Innovation

• Problem-Solving Skills

• Team Player, Written & Verbal Communication Skills

• Good Interpersonal Skills

• Empathetic

• Flexible, Open and Dependable

REFEREES

Mr. Gibran Mwadime

Director, ICT, Taita-Taveta County Government

Tel: +254-*********

Mr. Kelvin Gitonga

ICT Support Staff, Taita-Taveta County Government

Tel: +254-*********

Mr. Reuben Mwongela

Director, My WIFI Internet Providers

Tel: +254-*********

Mr. Jude Chege

Human Resource, Java House

Tel: 072*******

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