Open to opportunities

Harry De Don User

@harrydedonuser

Message

Customer support technician specializing in technical support and first-contact resolution.

Kenya

Message

What I'm looking for

I seek a technical support role where I can improve response times, contribute to knowledge-base development, and work within a collaborative team that values customer satisfaction and SLA adherence.

I am a customer service professional with four years of experience in technical support and client relations, consistently delivering high-quality service and maintaining strong SLA adherence. I have a proven track record resolving 50+ daily inquiries and sustaining a 95% first-contact resolution rate using ticketing systems and CRM platforms.

I bring hands-on experience with ServiceNow and other ticketing systems, documentation and knowledge-base creation, and cross-functional collaboration for escalations. I hold ITIL Foundation, CompTIA A+, and other technical certifications, and I am adaptable to shift work while focusing on improving response times and customer satisfaction.

Experience

Work history, roles, and key accomplishments

Customer Support Technician

Next Computers

Jan 2024 - Oct 2024 (9 months)

Handled 50+ daily customer inquiries across phone, email and ticketing systems, maintaining a 95% first-contact resolution rate and improving SLA compliance through timely technical on-call support.

Customer Support Ticketing Systems ServiceNow First Contact Resolutions SLA Management Remote Support Microsoft Office 365

Customer Service Specialist

Ken Computers

Feb 2020 - Dec 2023 (3 years 10 months)

Supported 200+ corporate clients, implemented a new ticketing system that improved response times and customer satisfaction, and created documentation that reduced repeat inquiries.