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Kefa Aloyo

@kefaaloyo1

Account Manager / Technical Support Specialist at Solutech Limited, supporting its SAT platform and managing 15 client accounts.

Kenya

Message

At Solutech Limited, I provide Tier 1/2 technical and application support for the Solutech SAT business automation platform, supporting enterprise clients and distributors. I manage 15 client accounts and handle technical issues, service requests, and customer follow-ups.

Previously at CCI Kenya, I supported end users with desktop and service desk issues, then handled customer interactions through voice, email, and chat. I also coordinated onboarding, UAT, and user training at Solutech Limited.

Experience

Work history, roles, and key accomplishments

Current

Account Manager / Technical Support Specialist

Current

Solutech Limited

Jan 2026 - Present (9 months)

Provide Tier 1/2 technical and application support for the Solutech SAT business automation platform, managing 15+ client accounts and investigating issues using logs, SQL, and API requests. Coordinate implementation, UAT, onboarding, and user training while documenting technical findings for developers and project managers.

Technical Support Account Management SQL APIs JSON Incident Management Service Request Management User Training Remote Support Client Communication

IT Support Level 1 / Desktop Support Engineer

CCI Kenya

Jan 2023 - Sep 2025 (2 years 8 months)

Delivered first-level IT support for end users, workstations, and software, supporting Windows 10/11, Microsoft 365, Active Directory, VPN, and MFA. Managed incidents and service requests through ticketing systems, prioritized cases by SLA, and escalated unresolved issues to Level 2 or specialist teams.

Windows 10 11 Microsoft 365 Active Directory VPN MFA Ticketing Systems SLA Management Remote Support hardware troubleshooting Software Installation

Technical Support Assistant / Service Desk Support

CCI Kenya

Jan 2022 - Dec 2023 (1 year 11 months)

Provided service desk support for technical incidents, access issues, workstation problems, and application-related requests. Created and updated support tickets, monitored progress, and escalated incidents requiring specialist intervention.

Service Desk Incident Management Ticketing Systems Windows Microsoft Office VPN Troubleshooting Escalation Management

Customer Support Representative

CCI Kenya

Jan 2016 - Dec 2022 (6 years 11 months)

Handled high-volume customer interactions through voice, email, and chat, resolving account, service, and application-related issues. Used CRM and ticketing systems to record contacts, manage cases, and maintain accurate case histories while escalating complex issues.

Customer Support CRM Ticketing Systems Troubleshooting Communication Skills Escalation Management