Susan Muthoni Maina
20/17-19 Speed St. Liverpool
Summary
Reliable IT Technician confirms resolution of all assigned tickets by performing comprehensive diagnostics and follow-ups. Communicates exceptionally well with both technical and non-technical personnel and customers. Skilled at helping even novice users quickly and rapidly recover from faults, intrusions and losses.
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Onsite Support Specialist
PEACE Of MIND
Sydney
02.2022 - Current
- Created help desk tickets, troubleshot and resolved desktop issues.
- Answered questions and provided information to customers about new software or hardware.
- Researched product and issue resolution tactics to address customer concerns.
- Monitored systems in operation and quickly troubleshot errors.
- Documented support interactions for future reference.
- Answered incoming calls from customers on products.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
- Responded promptly to incoming sales leads and requests for technical support.
IT Technician
Spire Bank
Nairobi
08.2017 - 12.2021
- Provided Tier 1 IT support to non-technical internal users through the bank's desk side support services.
- Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Patched software and installed new versions to eliminate security problems and protect data.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Ensuring proper functionality of all end user IT equipment and submitted service tickets for equipment maintenance requests.
- Monitored systems in operation and input commands to troubleshoot areas.
- Documented transactions and support interactions in system for future reference and addition to knowledge base.
- Fielded average of 20+ inbound phone calls per day to deliver support and remotely resolve service issues.
- Handle on-boarding and/or transfer of staff ensuring that they’re properly setup across all relevant systems
- Participated in key projects for the company. Collaborate with various departments and project sponsors to determine project scope and vision
- Translate conceptual user requirements into functional requirements in a clear manner that is comprehensible to the technical team
- Assist in conducting research on technical products to justify recommendations and to support purchasing efforts
- Plan the implementation of any products or services on business systems.
Office Manager(IT Help Desk and Customer Service)
Samsu Kenya Limited
Nairobi
06.2015 - 07.2017
- Provided primary customer support to internal and external customers.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Loaded software, granted permissions and configured hardware for new employees as part of onboarding process.
- Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
- Developed and updated spreadsheets and databases to track, analyze and report on performance and sales data.
Education
Masters of Information Technology - Information Technology
Australian Catholic University
North Sydney, NSW12.2023
Bachelor of Business And Information Technology - Business And Information Technology
Africa Nazarene University
Nairobi,kenya10.2019
Skills
- Help Desk Operations
- Mobile Device Deployment
- Desktop Technical Support
- Troubleshooting and Diagnostics
- Helpdesk services
- Debugging
- Inbound and Outbound Calling
- Complaint resolution
- Report preparation
- Technical Support
- Advanced MS Office Suite
- Filing and data archiving
- Strong Interpersonal Skills
Accomplishments
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
- Collaborated with team of eight in system upgrades and End of Year processes.
- Resolved product issue through consumer testing.
Certification
- Microsoft Certified : Azure Data Fundamentals
Refrences
Available upon Request
Timeline
Onsite Support Specialist
PEACE Of MIND
02.2022 - Current
IT Technician
Spire Bank
08.2017 - 12.2021
Office Manager(IT Help Desk and Customer Service)
Samsu Kenya Limited
06.2015 - 07.2017
Masters of Information Technology - Information Technology
Australian Catholic University
Bachelor of Business And Information Technology - Business And Information Technology
Africa Nazarene University
- Microsoft Certified : Azure Data Fundamentals
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