Open to opportunities

Daniel Munene

@danielmunene

Message

Customer-focused technical support professional with data analytics expertise.

Kenya

Message

What I'm looking for

I am looking for a role that values data-driven decision-making and offers opportunities for professional growth.

I am a customer-focused technical support professional with a proven track record of delivering exceptional service and resolving complex issues. My experience spans across leveraging Microsoft Fabric and Power BI to transform raw support data into actionable insights, driving operational efficiency and enhancing customer satisfaction.

With a Master's in Mobile Telecommunication and Innovation from Strathmore University, I have developed a passion for combining hands-on technical expertise with data analytics. I excel in optimizing workflows, identifying trends, and elevating team performance through data-driven decisions. My role at Automattic has allowed me to build interactive dashboards in Power BI for support analytics, analyze customer sentiment, and reduce resolution times effectively.

Experience

Work history, roles, and key accomplishments

Current

Escalated Happiness Contractor

Current

Automattic

Jan 2021 - Present (4 years 5 months)

Provided technical support for WordPress, Woo Forums, and Tumblr. Used Microsoft Fabric to collect, clean, and organize support ticket data for analysis and built interactive dashboards in Power BI for support analytics.

Microsoft Fabric Power BI Zendesk Data Analysis Customer Support Technical Support SQL Troubleshooting Data Warehousing Data Pipelines

Networking Engineer

Dimension Data Kenya

Jan 2015 - Present (10 years 5 months)

Managed and maintained network infrastructure, ensuring optimal performance and security. Collaborated with project managers to meet project timelines and objectives.

Networking Network Protocols Troubleshooting Project Coordination Cisco Juniper Routers Firewalls

Software Sales and Training

Insta Health Solutions Pvt Ltd

Jan 2012 - Present (13 years 5 months)

Provided technical support to clients using Insta Health hospital software. Deployed and customized the Insta Health system, including software installation and customer training.

Technical Support Software Deployment Software Customization Customer Training Installation Troubleshooting SQL Data Management User Training

Education

Degrees, certifications, and relevant coursework

Strathmore University

Masters in Mobile Telecommunication and Innovation, Mobile Telecommunication and Innovation

Pursued a Masters degree focusing on mobile telecommunication and innovation. Gained advanced knowledge in the field, preparing for roles in a rapidly evolving technological landscape.