About

Customer-oriented Technical Support Specialist with over 2 years of experience in delivering exceptional customer service and consistently achieving a CSAT rating of 95% and above. Experienced in addressing customer needs with professionalism and efficiency, ensuring satisfaction through clear communication and timely resolution of technical issues. Proficient in Microsoft Office Suite, hardware and software troubleshooting, maintenance, and installation, as well as network connectivity support. Strong skills in MySQL to support data-driven solutions that enhance the customer experience

Skills

  • Database Management with SQL
    5
  • Customer service
    8
  • Customer support
    7
  • Software and hardware installation
    6
  • computer software & Hardware
    6
  • Computer hardware and software Support.
    5
  • technical support
    5

Experience

Marlon Ochieng

Work experience
  • February, 2024 - August, 2024
  • Fulltime
  • Provide direct end-user device support on call, in person or via
  • any other communication medium.
  • Onboarding new users, setting up and configuration of
  • Hardware and software.
  • Computer hardware repair, routine preventive maintenance and
  • OS installation and troubleshooting
  • Domain and Active Directory management. Granting access to
  • the organization's resources, troubleshooting domain
  • connectivity issues and resetting passwords.
  • Diagnosing network connectivity or access problems and fix the
  • issues if any.
  • Installing and maintaining computer hardware, peripherals and
  • other IT equipment
  • Provide support, guidance and training on the use of ICT
  • equipment, devices and on security threats.
  • Monitoring the performance of IT systems, identifying areas of
  • improvement and implementing measures to optimize
  • performance.

Marlon Ochieng

Work experience
  • Provide direct support to users across the organization on call or in person
  • Set up and Configuration of Hardware and software
  • Review diagnostics and assess the functionality and efficiency of systems
  • Diagnosing connectivity or data access problems and fix the issues if any
  • Installing and maintaining computer hardware, peripherals and other IT equipment
  • Assisting users access shared drives and devices
  • Monitor security certificates and company compliance of requirements
  • Monitoring the performance of IT systems, identifying areas of improvement and implementing measures to optimize performance
  • Anticipate and report the cost of replacing or updating computer items

Marlon Ochieng

Education

Marlon Ochieng

Work experience
  • Open, update and maintain customer accounts as per the set SOPs
  • Identify and assess customers' needs to achieve satisfaction
  • Keep records of customer interactions, process customer accounts and file documents if need be
  • Basic and Complex troubleshooting to find and resolve issues affecting the customers
  • Ensure CSAT is achieved and all set KPIs are met

Related persons

Jeniffer MachariaMicrosoft Office , Customer service, Photoshop