Ian Ngacha

I am a dedicated Technical Support Engineer with over 4 years of experience specializing in cloud services and software troubleshooting. My journey began with a Bachelor of Science in Information Technology from Jomo Kenyatta University of Agriculture and Technology, where I developed a strong foundation in hardware, software, and network concepts. Throughout my career, I have consistently delivered prompt and knowledgeable customer service, fostering positive relationships with clients and colleagues alike.

In my previous roles, I provided comprehensive technical support, significantly reducing complaints and system downtime. At Cloud Factory, I enhanced cloud worker productivity by 40% through effective troubleshooting and software installations. My proactive approach to monitoring system health and performance has led to a 30% reduction in downtime, while my ability to create and maintain technical documentation has empowered users to resolve issues independently, further decreasing overall complaints by 20%.

I am eager to leverage my expertise in a dynamic team environment to drive product improvement and customer satisfaction. My commitment to continuous learning and adaptation ensures that I stay at the forefront of technological advancements, ready to tackle new challenges and contribute to organizational success.