Open to opportunities

Brian Nthiga

@nthigabrian

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IT graduate and Business Analyst with expertise in ERP solutions.

Kenya

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What I'm looking for

I am seeking a role that fosters collaboration, encourages growth, and allows me to leverage my analytical skills to drive business success.

I am an IT graduate and Business Analyst with a strong foundation in testing, updating, and designing features for ERP products and solutions. My experience as a Customer Success Engineer and Technical Support Engineer has equipped me with a unique blend of technical, analytical, and problem-solving skills that I leverage to streamline operations and achieve organizational goals.

Currently, I work at Abno Softwares International, where I have successfully tracked and documented over 400 system bugs, ensuring a 95% resolution rate within SLA timelines. My role involves conducting quality assurance for system improvements and managing end-to-end client onboarding for more than 100 clients, significantly enhancing client satisfaction and operational efficiency.

My commitment to continuous improvement is evident through my contributions to product and sprint backlog alignment, which have led to increased stability and features in our products. I am passionate about fostering collaboration between business and technical teams, ensuring clarity in communication, and driving projects to successful completion.

Experience

Work history, roles, and key accomplishments

Current

Business Analyst

Current

Abno Softwares International

Jun 2024 - Present (2 years)

Tracked and documented over 400 system bugs, achieving a 95% resolution rate within SLA timelines. Facilitated user acceptance testing for 5 major projects, ensuring solutions met all business requirements and prepared detailed user manuals that reduced post-implementation support requests by 30%.

Data Analysis User Acceptance Testing Jira SDLC Agile Scrum SQL

Customer Success Engineer & System Administrator

Abno Softwares International

Feb 2024 - Present (2 years 4 months)

Managed and troubleshooted ERP systems, assisting the product development team in identifying bugs and workflow gaps. Trained over 10 clients on system usage, improving their operational efficiency by 30%, and produced audit reports to track client system utilization.

ERP Systems Technical Documentation Zendesk Data Analysis Quality Assurance

Intern (Technical Support)

Kenya Medical Training College

Jan 2023 - Present (3 years 5 months)

Provided technical support to over 500 students and staff, resolving more than 90% of backlog issues during the internship. Installed and updated operating systems and software daily, and maintained the institution’s eLearning portal, increasing its utilization by nearly 25%.

Technical Support Operating System Networking Troubleshooting Quality Assurance

Locum (Technical Support)

254TechHub

Mar 2020 - Present (6 years 3 months)

Provided remote technical support to hundreds of clients and collected and analyzed client feedback to identify areas for improvement. Maintained records of customer interactions using Zendesk, improving clients’ happiness index by 26% through early issue detection and resolution.

Zendesk Data Analysis Customer Service Communication Skills

Education

Degrees, certifications, and relevant coursework

MERU NATIONAL POLYTECHNIC

Diploma in Information Technology, Information Technology

Completed a Diploma in Information Technology, gaining foundational knowledge in IT. The program covered various aspects of information technology, preparing me for a career in the field.