Carol Monicah Gichuki
Nairobi
Summary
Dynamic Technical Support Engineer with a proven track record at Liquid Intelligent Technologies, excelling in network troubleshooting and customer relationship management. Adept at delivering detailed root cause analyses and proactive fault management, ensuring minimal service interruptions. Recognized for training new staff and enhancing team performance through effective communication and documentation skills.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Technical Support Engineer
Liquid Intelligent Technologies
Nairobi
01.2020 - Current
- Maintained the network infrastructure, troubleshooting network and service issues.
- I attend to service-related tickets, identified the issue, resolved it, and escalated it to the relevant department where need-be.
- Management of faults affecting the network infrastructure, including proactive monitoring of faults on the backbone.
- Providing detailed Root cause analysis for customers, and implementing measures, giving recommendations to mitigate and avert service interruptions.
- Provide timely and accurate availability and utilization reports to customers and management.
- Maintained a healthy and professional relationship with the customers by providing accurate updates via email, chat, and phone.
- Documentation of customer setups, on request.
- Identify recurring incidents, analyze the root cause, and implement or propose the necessary changes to avert any interruption of services.
- Liaise with contractors and third-party vendors in the resolution of network equipment maintenance and faults.
- Attend service review meetings (SRM), share SRM minutes, and follow up on resolution action points raised during the SRM.
- Trained graduate trainees and interns on the various network tools and processes.
Customer Service Representative
Liquid Intelligent Technologies
Nairobi
11.2018 - 12.2019
- Attended to customer calls daily where I resolved customers complaints about our products or services.
- I conducted customer surveys via phone and emails to understand any pain points or concerns they might have.
- I responded to new customer requests, guided customers on the services we offered, and connected the potential customers to our sales team.
- De-escalated concerns from dissatisfied customers, offering patient assistance, and support.
- Level 1 troubleshooting of customer links before escalating to the Level 2 team, where needed.
- Processes customers' payments, renewals, and refunds.
- Referred unresolved complaints to the appropriate departments.
Lead Quality Assurance Analyst
TechnoBrain BPO Kenya
Nairobi
02.2014 - 10.2018
- Evaluating agent performance by monitoring inbound and outbound calls on the web-based call management system.
- Facilitates call calibration sessions for call center staff.
- Provide constructive feedback to the agents regarding the calls.
- Monitored customer care email responses to clients.
- Utilized quality monitoring data management system to track the performance of the team.
- Provided quality reports to management on trends and customer concerns.
Education
Bachelor of Science - Information Technology
Makerere University
Kampala, Uganda11-2011
Skills
- Network troubleshooting and monitoring
- Troubleshooting and diagnosis
- Fault management
- Documentation skills
- Performance reporting
- Customer relationship management
- Remote support & Incident analysis
- Network engineering
- Technical troubleshooting
- Networking fundamentals
Affiliations
- Every year I organize a CSR activity with a close group of like-minded individuals, where we visit children's homes in various parts of the country as a way of showing the kids love and giving back to the community
Languages
English
First Language
Swahili
Upper Intermediate (B2)
B2
Certification
- JNCIA Associate (JNCIA-Junos)
- Cisco Certified Network Associate (CCNA)
References
References available upon request.
Timeline
Technical Support Engineer
Liquid Intelligent Technologies
01.2020 - Current
Customer Service Representative
Liquid Intelligent Technologies
11.2018 - 12.2019
Lead Quality Assurance Analyst
TechnoBrain BPO Kenya
02.2014 - 10.2018
Bachelor of Science - Information Technology
Makerere University
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