Open to opportunities

Oduol Thomas

@oduolthomas

Message

Experienced Technical Support Representative and Front-end Developer.

Kenya

Message

What I'm looking for

I am looking for a role that offers growth opportunities and values customer-centric solutions.

I am a highly personable and proficient Technical Support Representative and Front-end Developer with over 6 years of experience in resolving hardware, network, and software-related challenges. My expertise lies in providing comprehensive technical assistance tailored to diverse customer needs, ensuring exceptional performance and valuable contributions to the success of the support industry.

Throughout my career, I have demonstrated a strong background in cloud computing, particularly with AWS, Azure, and Google Cloud Platform. My role at Sama has allowed me to utilize JIRA in an agile environment, significantly improving issue resolution times and enhancing team efficiency through training and onboarding of junior specialists. I am passionate about delivering excellent customer service and leveraging my analytical skills to identify trends and improve support processes.

Experience

Work history, roles, and key accomplishments

Current

Technical Support Representative

Current

Sama

Feb 2018 - Present (7 years 3 months)

As a Technical Support Representative at Sama, I utilized JIRA to manage client-related issues, reduced resolution time by half, and provided expert guidance to customers. I also trained junior tech support specialists and implemented server backups to ensure data integrity.

Jira Technical Support Customer Service Troubleshooting Data Analysis Communication Training Cloud Computing

Web Developer

Sama

Jan 2016 - Feb 2018 (2 years 1 month)

In my role as a Web Developer at Sama, I focused on creating user-friendly interfaces using HTML, CSS, and JavaScript. I participated in project analysis and strategic planning, ensuring the development of reusable code to optimize project costs.

HTML CSS JavaScript Web Development User Interface Design Project Management Team Collaboration Strategic Planning

IT Support Specialist

Aga Khan Hospital

May 2014 - May 2014 (0 months)

As an IT Support Specialist at Aga Khan Hospital, I was responsible for installing and configuring hardware and software, monitoring systems, and providing technical support across the organization, both in person and over the phone.

Hardware Software Configuration Monitoring Technical Support Customer Service Troubleshooting Systems Communication Problem Solving IT Support

Education

Degrees, certifications, and relevant coursework

Meru University of Science and Technology

Bachelor of Science, Computer Technology

2011 - 2015

Grade: Second Class Upper Division

Studied Computer Technology, focusing on the principles and applications of technology in computing. Developed skills in software development, hardware management, and system analysis.