Open to opportunities

Maureen Mungara

@maureenmungara

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IT expert with a focus on service management, automation, and AI-driven solutions.

Kenya

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What I'm looking for

I am looking for a role that allows me to grow in IT support and service management, contributing to impactful projects in a collaborative environment.

I am an experienced IT professional with a focus on service management, automation, and AI-driven solutions. I hold a Bachelor’s degree in Information Science and have gained hands-on experience in the field through my work as an IT Service Management Specialist at ALX and an internship at The Luke Hotel. I’m passionate about leveraging technology to optimize processes and improve efficiency, with a particular interest in how artificial intelligence can enhance IT operations.

Experience

Work history, roles, and key accomplishments

Current

Virtual Assistant – Customer Support

Current

Freelance

Feb 2023 - Present (2 years 3 months)

Provided customer service via email and chat, managing customer workflows and optimizing response times. Assisted with administrative tasks and supported social media management initiatives.

Customer Service Email Communication Workflow Management Administrative Support Social Media Management Data Entry

Chat Moderator

Cloudworkers

Dec 2023 - Mar 2024 (3 months)

Provided real-time chat support to customers, ensuring prompt issue resolution and customer satisfaction. Assisted users with account inquiries, billing, and product navigation while monitoring chats for quality assurance.

Customer Service Chat Workflow Management Problem Solving Team Collaboration CRM Tools Quality Assurance Invoicing

IT - Service Management Specialist (Intern)

The Luke Hotel

Jun 2023 - Dec 2023 (6 months)

Provided technical support for hardware and software issues, ensuring minimal downtime. Installed and configured new hardware and software components, conducted network troubleshooting, and maintained technical documentation.

Hardware Software Installation And Troubleshooting Installation Technical Documentation User Account Setup

IT - Service Management Trainee

ALX

Jan 2023 - Jun 2023 (5 months)

Gained hands-on experience with IT infrastructure and networking. Supported helpdesk operations by troubleshooting technical issues and documented IT procedures.

Infrastructure Networking Help Desk Troubleshooting Documentation

Education

Degrees, certifications, and relevant coursework

Masinde Muliro University Of Science and Technology

Bachelor's Degree, Information Science

2018 - 2022

Completed a Bachelor's Degree in Information Science, focusing on the management and organization of information systems, data analysis, and information retrieval techniques.