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Kenga Isaac

@kengaisaac

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Technical Support Specialist delivering high CSAT, fast first-contact resolutions, and strong cloud fundamentals.

Kenya

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What I'm looking for

I seek an advanced technical support or cloud-adjacent role where I can apply Windows, networking and AWS fundamentals, improve processes, and deliver high CSAT while growing Linux and cloud skills.

I am a Technical Support Specialist with 8+ years delivering global remote support across Windows, SaaS and networking environments, consistently maintaining 95%+ CSAT and strong first-contact resolution rates.

I partner with QA and infrastructure teams to identify recurring issues, optimize workflows and improve system uptime, having reduced resolution times by 20% and repeat queries by 15% through process and knowledge-base improvements.

I apply advanced diagnostic tools and foundational AWS and Linux skills to troubleshoot complex problems, support SaaS deployments and ensure SLA compliance while providing clear, empathetic communication across time zones.

Experience

Work history, roles, and key accomplishments

Technical Support Specialist

Sama

Feb 2016 - Dec 2024 (8 years 10 months)

Provided global remote technical support, resolving 80%+ issues at first contact and managing 50+ tickets/day with 95%+ CSAT; improved system uptime by 10% and reduced resolution time by 20% through Jira workflow enhancements.

Windows TCP IP DNS Wireshark SysInternals Suite Jira CRM

IT Support Technician

Pwani University

Jan 2014 - May 2014 (4 months)

Supported 500+ users with hardware, software, and network troubleshooting, assisted LAN/Wi‑Fi setup and performed backups and IT documentation to maintain campus systems.

Windows Backup Hardware DHCP DNS