Mitchell Okelo
@mitchellokelo
Dedicated IT support professional with strong customer service skills.
What I'm looking for
I am a dedicated professional with over two years of experience in customer service and IT support. My journey has equipped me with the skills to resolve technical issues effectively, manage service desk operations, and ensure exceptional customer experiences. I am proficient in using CRM tools and troubleshooting IT systems, which allows me to communicate technical solutions clearly to non-technical users.
Currently, I serve as an IT service desk administrator at Call Centre International (CCI) Global, where I manage user accounts, provide customer service, and ensure that all incidents are resolved within service level agreements. My previous role as a customer service representative honed my ability to respond to inquiries promptly and maintain high customer satisfaction. I am committed to optimizing service delivery and leveraging technology to enhance customer satisfaction and operational efficiency.
Experience
Work history, roles, and key accomplishments
IT Service Desk Administrator
Call Centre International (CCI) Global
Feb 2024 - Present (1 year 5 months)
Communicated SMS and email notifications to business and stakeholders, initiating calls for war room scenarios. Managed password resets and user account unlocks, ensuring high levels of customer service and support for all internal and external customers.
Customer Service Representative
Call Centre International (CCI) Global
Sep 2022 - Present (2 years 10 months)
Responded to customer inquiries via phone and online channels, providing prompt and helpful assistance. Managed and updated customer records accurately using CRM systems, ensuring all communications and interactions were well documented.
Intern IT Support
Jomo Kenyatta International Airport (JKIA)
Jun 2022 - Present (3 years 1 month)
Managed ICT user support service desk by resolving logged IT support calls and offering support for Microsoft Outlook mail installation and troubleshooting. Installed software and applications for end-user machines and provided support for Flight Information System Distribution (FIDS) administration.
Data Collector and Analyst
Open Institute
Collected and analyzed data as a volunteer, contributing to various projects. Supported the organization's initiatives through data-driven insights.
Volunteer
Kingdom Kids Childrens' Home
Volunteered at Kingdom Kids Childrens' Home, providing support and assistance. Contributed to the well-being and daily operations of the home.
Education
Degrees, certifications, and relevant coursework
Cooperative University of Kenya
Diploma, Information Technology
Completed a comprehensive Diploma in Information Technology, gaining foundational knowledge and practical skills in various IT domains. Focused on developing expertise in IT support and system management.
St. Augustine Nyamonye Girls' High School
Kenya Certificate of Secondary Education, General Studies
Achieved the Kenya Certificate of Secondary Education, demonstrating proficiency across a range of subjects. Developed strong academic foundations and critical thinking skills.
Mahiga Primary School
Kenya Certificate of Primary Education, General Studies
Obtained the Kenya Certificate of Primary Education, establishing fundamental literacy and numeracy skills. Built a strong educational base for further academic pursuits.
Availability
Location
Authorized to work in
Job categories
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