Gilbert Gichuhi

GG

Open to opportunities

Gilbert Gichuhi

@gilbertgichuhi

Customer service and remote technical support specialist who resolves issues fast.

What I'm looking for

I’m looking for a role where I can deliver remote technical support and strong customer service in a fast-paced environment, using CRM systems and troubleshooting to resolve escalations quickly and improve customer satisfaction.

I’m a Customer Service Representative and Remote Technical Support Specialist with experience in high-volume customer environments. I handle inbound and outbound calls, resolve customer complaints, and provide remote technical support while troubleshooting technical issues to keep customers moving forward.

Across my roles, I’ve supported teams through help desk support and data accuracy, including data entry using SAP and maintaining records. I’m skilled with CRM systems (SAP, Zoho), call handling, and Microsoft Office, and I’ve also provided technical support through installing networks and supporting end-user computer packages.

Experience

Work history, roles, and key accomplishments

OK

Current

Customer Service & Remote Support

Current

Onq Global Kenya

Aug 2024 - Present (1 year 10 months)

Provided remote technical support and handled inbound and outbound customer calls. Resolved customer complaints and managed escalated issues.

Remote Technical Support Call Handling Customer Service Troubleshooting Help Desk Support CRM Systems Escalation Management Microsoft Office Data Entry

OL

Data Entry & Help Desk Operator

Optica Limited

Oct 2016 - Mar 2021 (4 years 5 months)

Performed data entry using SAP and provided help desk support. Handled customer calls and maintained accurate records.

SAP Help Desk Support Data Entry Call Handling Troubleshooting Customer Service Record keeping Microsoft Office CRM Systems

BC

Teacher / Lecturer

Bradegate International College

Apr 2016 - Jul 2016 (3 months)

Taught ICDL and computer packages. Provided technical support to students/learners as needed.

ICDL Technical Support Troubleshooting Help Desk Support Microsoft Office Curriculum Support

MK

IT Consultant / Technician

Ministry of Health Kenya

Aug 2012 - Dec 2012 (4 months)

Installed networks and provided technical support. Supported troubleshooting and operational setup for IT systems.

IT Support Troubleshooting Technical Support Help Desk Support Hardware Endpoint Support Microsoft Office

Education

Degrees, certifications, and relevant coursework

DT

Dedan Kimathi University of Technology

Diploma in Information Technology, Information Technology

2013 - 2015

Completed a Diploma in Information Technology at Dedan Kimathi University of Technology from 2013 to 2015.

OS

Othaya Boys High School

Kenya Certificate of Secondary Education

2007 - 2010

Earned the Kenya Certificate of Secondary Education at Othaya Boys High School from 2007 to 2010.

Tech stack

Software and tools used professionally

Gmail

Remote

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