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David M Mugo

@davidmmugo

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Dedicated Support Engineer with expertise in system analysis and development.

Kenya

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What I'm looking for

I am looking for a role that fosters collaboration, innovation, and continuous learning.

I am a highly skilled Support Engineer with a strong background in troubleshooting and resolving complex technical issues. My experience spans across various roles in support management and system implementation, where I have consistently delivered exceptional customer support and innovative solutions. I hold a Bachelor of Science in Information Technology and have completed several online courses, including CCNA Security and CompTIA A+.

In my current role as Senior Support Manager at CODIC Limited, I lead a team to ensure efficient resolution of customer inquiries and manage software implementations. My technical expertise allows me to provide guidance to both internal teams and clients, while my focus on process improvement has enhanced the overall customer experience. I am passionate about software development and end-user support, and I continuously seek to expand my knowledge in these areas.

Experience

Work history, roles, and key accomplishments

Current

Senior Support Manager

Current

CODIC LIMITED

Jul 2019 - Present (5 years 10 months)

Leading and managing a support team to resolve customer issues, collaborating on software implementations, and enhancing support processes. Responsible for customer relationship management and training staff to ensure high-quality service.

Support Management Customer Relationship Management Technical Expertise Process Improvement

Junior Support and Implementation Officer

CODIC LIMITED

Jun 2015 - May 2019 (3 years 11 months)

Assisted in addressing customer inquiries and technical problems, supported software implementations, and maintained documentation. Communicated with customers to ensure satisfaction and conducted training sessions.

Customer Support Implementation Support Documentation Customer Communications Quality Assurance

Trainee Support and Implementation Officer

CODIC LIMITED

Jun 2014 - Jun 2015 (11 months)

Supported the team in addressing customer inquiries and technical issues, assisted in software implementations, and communicated with customers to ensure satisfaction.

Customer Support Implementation Support Customer Communications Troubleshooting Documentation

Administrative Support Officer

DOUBLE J BUSINESS ASSOCIATES

Feb 2013 - Nov 2013 (9 months)

Provided administrative support, managed program databases, and assisted participants in attaché programs. Evaluated program effectiveness and prepared reports.

Administrative Support Data Entry Document Management

Call Center and Support Officer

UNITED STATES INTERNATIONAL UNIVERSITY

Apr 2012 - Dec 2012 (8 months)

Responded to inquiries from students and staff, assisted with technical issues, and provided accurate information about university services. Handled complaints professionally.

Customer Service Technical Support Communication Skills