HRHamisi Ramadhan
@hamisiramadhan
Customer Support and Helpdesk specialist focused on fast and quality SLA-driven resolutions.
KenyaWhat I'm looking for
I am a customer-focused Helpdesk specialist with real-time support experience, skilled in remote troubleshooting, ticket handling, escalation, and end-user support. I have improved first-call resolution metrics, supported onboarding, and consistently monitor service quality to drive process improvements.
Completed training in Practical Help Desk at TCM Security, I bring hands-on experience with AnyDesk, TeamViewer, Freshdesk and Zendesk, plus strong documentation and communication skills. I prioritize SLA compliance, clear customer communication, and building workflows that improve efficiency and reliability.
Experience
Work history, roles, and key accomplishments
Help Desk Trainee
TCM Security
Jan 2025 - Present (10 months)
Completed practical help desk labs simulating ticket resolution and system troubleshooting, practiced SLA response times and escalation protocols, and created support logging workflows.
Agent Care Specialist
CCI Kenya
Nov 2023 - Present (2 years)
Handle real-time customer escalations, support agent onboarding and data validation, and monitor service quality to identify and report recurring issues.
Customer Service Associate
CCI Kenya
Apr 2023 - Oct 2023 (6 months)
Provided fast, clear customer support that improved retention and raised First Call Resolution rate by 15%, while maintaining accurate customer records for operations.
Education
Degrees, certifications, and relevant coursework
TCM Security (Practical Help Desk Training)
Training Program, Practical Help Desk
2025 -
Ongoing practical help desk training covering ticket resolution, remote troubleshooting, SLA response, and escalation protocols.
Machakos University
Bachelor of Science, Agribusiness Management & Trade
2015 - 2022
Completed a Bachelor of Science in Agribusiness Management & Trade with coursework related to agribusiness, trade, and management.
ALX (Africa Leadership Acceleration)
Certificate, Virtual Assistance / Digital Tools
2022 - 2022
Completed the ALX Virtual Assistant Program focused on digital tools, time management, and reporting.
Tech stack
Software and tools used professionally
Availability
Location
KenyaAuthorized to work in
Social media
Job categories
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