Open to opportunities

Andrew Kariuki

@andrewkariuki

Message

Customer-focused IT support professional and community liaison, ready to excel as a Call Centre Agent.

Kenya

Message

What I'm looking for

I’m looking for a call-centre role where I can handle high-volume customer requests, troubleshoot issues, communicate clearly, and keep accurate records. I want to grow my support skills while delivering consistent service quality and positive experiences.

I’m a customer-focused professional with a background in IT support and community liaison work. I’ve served as a first point of contact for technical issues, diagnosing and resolving system problems while clearly explaining solutions to non-technical users.

I’m comfortable handling high-volume interactions and keeping service quality high. As a Community Representative, I acted as a primary liaison between residents and property management—translating concerns into actionable feedback and mirroring call centre escalation workflows.

Across my roles, I’ve consistently logged, tracked, and followed up on requests to ensure timely resolution, using CRM/ticketing-style documentation and strong stakeholder communication. I also support cybersecurity awareness initiatives, and I’m building further capability through my Security+ certification in progress and a Security Analyst bootcamp.

Experience

Work history, roles, and key accomplishments

ICT Support Intern

Postbank Kenya

Apr 2025 - Jun 2025 (2 months)

Served as a first point of contact for internal IT issues at Postbank Kenya, diagnosing and resolving system problems across departments to minimize disruption. Logged and tracked support requests, maintained ICT documentation, and supported system updates/maintenance while communicating cybersecurity best practices to non-technical staff.

IT Support Troubleshooting Technical Communication Maintenance Documentation

Community Representative

Qwetu Student Residences

May 2023 - Apr 2024 (11 months)

Acted as a liaison between 200+ residents and property management, handling enquiries, complaints, and feedback professionally and in a timely manner. Translated community concerns into actionable feedback through escalation workflows and coordinated community engagement events.

Customer Service Complaint Handling Active Listening Escalation Management Event Coordination Empathy

Junior IT Technician

Infogen Solutions

Dec 2018 - May 2020 (1 year 5 months)

Provided client-facing IT support for hardware diagnostics, system setup, and network infrastructure, managing client expectations through clear communication of technical updates and timelines. Assisted with on-site server and CCTV installations and coordinated delivery, setup, and collection logistics to ensure smooth service delivery.

Network Support Setup client support Technical Communication CCTV Installation Support Logistics Coordination