Open to opportunities

Timothy Muruga

@timothymuruga

Message

Results-driven IT operations professional skilled in cloud, VAS, and customer success.

Kenya

Message

What I'm looking for

I seek roles where I can lead IT operations or VAS teams, apply AWS/cloud skills, drive automation, and improve customer outcomes in collaborative, growth-focused environments.

I am an IT operations professional with over seven years of experience across IT support, value-added services (VAS), and account management, with a strong focus on driving process improvements and customer satisfaction.

I have practical experience launching and managing VAS products, managing key accounts across major operators, and delivering Level 1/2 technical support, combined with AWS Certified Cloud Practitioner credentials to inform cloud-based solutions and automation.

I prioritize using data-driven insights and AI/automation tools to streamline workflows, improve performance, and scale service delivery while maintaining strong stakeholder relationships and regulatory compliance.

Experience

Work history, roles, and key accomplishments

Customer Support Agent

Clipboard Health

Mar 2025 - Jun 2025 (3 months)

Provided multichannel customer support via Zendesk (chat, voice, email), streamlined onboarding for new customers, and used data-driven insights to propose process improvements that enhanced service quality.

Zendesk CRM Multichannel Support Customer Onboarding Data Analysis Troubleshooting

Co-Founder & COO

Centurion Technologies Limited

Jan 2014 - Dec 2023 (9 years 11 months)

Managed key accounts and regulatory compliance, led market segmentation and value propositions across Africa, and launched 'Megaquiz' with Safaricom to increase customer engagement and operator revenue.

Account Management Regulatory Compliance Product Launch Market Segmentation Partner Relations Operations Management Revenue Growth

Sales Lead Generator

Aurea Software

Oct 2021 - Apr 2022 (6 months)

Identified and qualified B2B leads for AWS cost-saving services, enriched inbound leads for cross-selling, and maintained data integrity to support targeted demand generation.

Lead Generation B2B Sales CRM Data Enrichment Database Management Outreach

Operations Director

Altruist Technologies

Jan 2014 - Sep 2021 (7 years 8 months)

Managed key telecom accounts and launched/maintained VAS products, ensured regulatory filings and tax compliance, provided L1 support and coordinated revenue collection to improve service delivery.

VAS Management Account Management Regulatory Compliance L 1 Revenue Collection QA Testing Partner Management

Sales Agent

Jumia Kenya

Nov 2013 - Dec 2016 (3 years 1 month)

Expanded customer base through targeted activations and content promotion across channels and addressed customer inquiries to ensure satisfaction and drive category growth.

Content Promotion Customer Service Social Media Marketing Offline Campaigns Client Engagement

IT Helpdesk Support

United States International University

Jan 2013 - Jun 2013 (5 months)

Provided technical support for Windows Server 2008 and Active Directory, performed PC hardware/software troubleshooting and network maintenance to ensure timely resolution of IT issues.

Windows Server Active Directory Technical Troubleshooting Maintenance

IT Support Intern

Mwalimu National SACCO

May 2011 - Aug 2011 (3 months)

Assisted across Registry, Finance, WSF, and ICT departments, supporting network troubleshooting, hardware/software maintenance, and financial system operations.

Maintenance Software support ICT Cross Departmental Assistance Operations