Open to opportunities

stephen njenga

@stephennjenga

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Customer service executive and IT support professional delivering fast resolutions and tech-enabled user experiences.

Kenya

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What I'm looking for

I’m looking for a dynamic work environment where I can keep learning, contribute innovative solutions, and use my customer service and ICT strengths to resolve issues quickly and help the team achieve organizational goals.

I’m an ambitious, adaptable customer service executive with a strong technical background in IT support. I receive customer queries, ensure they’re resolved promptly, proactively follow up on dormant customers, and track performance through daily/weekly report pulling and risk management.

Across my IT experience, I’ve supported end-users with hardware, software, LAN components, and peripherals, installed and updated antivirus programs, and performed preventive maintenance to keep computers running smoothly. I’ve also worked on software installations, troubleshooting, and network setup—including configuring Wi‑Fi access points and installing well-functioning LAN/WAN and related network components.

I’m proud of results like regrouping help desk procedures to shorten response time to 5 minutes and training/coordination of 10 help desk personnel to deliver a strong user experience. I’ve also designed systems such as a driving school online examination system and an intranet for the Automobile Association of Kenya, while supporting e-learning and digital literacy in schools.

Experience

Work history, roles, and key accomplishments

Current

Customer Service Executive

Current

Sun King Solar

Sep 2022 - Present (3 years 8 months)

Managed customer queries and resolved issues promptly while proactively contacting dormant customers to clear pending concerns. Regrouped help desk procedures to reduce response time to 5 minutes and coordinated 10 help desk personnel to improve user experience.

Customer Service Help Desk Risk Management Team Coordination Payment Period Verification

E-Learning ICT Intern

Ministry of Education - Early Learning & Basic Education

Jan 2022 - Jul 2022 (6 months)

Supported e-learning and content development aligned to the schemes of work and trained teachers on using digital literacy devices. Provided first-line support and maintenance of ICT services while supporting safe and ethical technology use in learning.

E Learning Support First Line Service Support Content Development Teacher Support Safe Ethical Technology Practices

Computer Service Technician

Automobile Association of Kenya

Aug 2018 - Oct 2018 (2 months)

Designed an internal web application to improve information sharing across the office and supported branches using Navision for receipt printing. Performed server room maintenance, computer repairs, and assisted with CCTV installation and monitoring for increased security.

Navision Support Technical Troubleshooting Network Support

IT Support Intern

Kenya Institute of Curriculum Development

Jun 2017 - Aug 2017 (2 months)

Provided end-user IT support for hardware, software, LAN components, and peripherals to improve day-to-day computer usability. Installed and updated antivirus, performed preventive maintenance, and maintained ICT inventory records.

end user support HTML Anti Virus Installation

IT Support Intern

Kenya Institute of Curriculum Development

Feb 2014 - Apr 2014 (2 months)

Maintained computers across departments and installed software to ensure reliable device performance for staff. Updated the institution website as needed and configured wired and Wi-Fi network access to support staff research and connectivity.

Installation Wi Fi Access Point Configuration