Open to opportunities

Mwangi Kebby

@mwangikebby

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Customer Support and IT Support specialist focused on technical resolution.

Kenya

Message

What I'm looking for

I seek a customer- or IT-support role where I can resolve technical issues, improve support workflows, train users, and collaborate with product teams to drive adoption and measurable improvements.

I am a dedicated Customer Support and IT Support specialist with over four years' experience delivering high-quality client experiences and resolving technical issues across SaaS and IT environments. I consistently achieve strong KPI outcomes such as 95%+ customer satisfaction and high first-contact resolution rates.

I have hands-on experience with ticketing systems (Zendesk, ServiceNow), CRM platforms, Windows/Linux troubleshooting, Active Directory, and web technologies including HTML, CSS, JavaScript and WordPress. I streamline workflows, create user documentation, and train clients and staff to accelerate onboarding and product adoption.

My work spans B2B technical support, IT helpdesk operations, and freelance web development; I collaborate with engineering and cross-functional teams to escalate and fix critical issues, reduce recurring problems, and improve product and support outcomes.

Experience

Work history, roles, and key accomplishments

Current

Web Development Specialist

Current

Tech Works

Jan 2022 - Present (3 years 8 months)

Developed and maintained responsive WordPress sites, resolved plugin and downtime issues to ensure 99% site reliability, and improved front-end performance and SEO for multiple clients.

WordPress HTML CSS JavaScript SEO Performance Optimization Responsive Design

Customer Support Specialist

Chat Bravo

Feb 2025 - May 2025 (3 months)

Delivered chat and email support resolving 30+ tickets daily with a 95% satisfaction rate and optimized team efficiency by 20% through improved scheduling and task coordination.

Zendesk Live Chat Email Support Ticketing Customer Satisfaction Community Management Workflow Optimization

Customer Support Specialist

Litrimi Investments

May 2024 - Jan 2025 (8 months)

Provided high-volume B2B technical support for 50+ daily users with a 95% first-contact resolution rate and reduced ticket resolution time by 20% through standardized workflows.

ServiceNow CRM Phone Support Ticketing Onboarding User Training

IT Technical Support Intern

Ministry of ICT

May 2021 - Aug 2022 (1 year 3 months)

Provided Tier 1 IT support resolving 20+ daily desktop and software requests, maintained 99% system uptime, and configured hardware/software to reduce onboarding time by 15%.

Windows Linux Active Directory System Configuration User Training