Open to opportunities

Mitchell Okelo

@mitchellokelo

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Dedicated IT support professional with strong customer service skills.

Kenya

Message

What I'm looking for

I am looking for a role that values customer satisfaction and offers opportunities for professional growth in IT support and project management.

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

Current

IT Service Desk Administrator

Current

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.

SMS Customer Service SLA Management

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.

Customer Service CRM Systems Complaint Handling Data Entry Communication Skills Technical Support Customer Satisfaction

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.

Outlook Installation

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.

Data Collection Data Analysis Research Reporting

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.

Volunteer coordination Communication

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.