Open to opportunities

William Okello

@williamokello

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Customer Support & SaaS Operations specialist, turning ticket data into better customer journeys.

Kenya

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What I'm looking for

I’m looking for a remote-first team where I can own SaaS customer support and operations—handling tickets with strong SLA discipline, improving onboarding and the customer journey, and partnering cross-functionally to reduce escalations and downtime.

I’m a Customer Support and SaaS Operations professional with 10+ years delivering multichannel email and live-messaging support for global clients. I’m known for ticket management, SLA adherence, and calm, customer-first issue resolution.

In my current role, I handle high volumes in Jira Service Desk, resolving 90%+ of cases within SLA and managing 20+ tickets daily with precise logging, prioritization, and routing. I deliver onboarding and 24/7 multichannel support on the AARO SaaS platform, partnering with product and senior technical teams to cut escalation rates by 15% and reduce customer downtime by up to 20%.

Earlier, I led IT helpdesk operations and implementations, improving knowledge sharing, adoption, and service efficiency through documented support and proactive guidance. I consistently channel structured feedback to the product team to drive continuous platform improvements, and I thrive in remote-first, asynchronous environments.

Experience

Work history, roles, and key accomplishments

Current

Technical Consultant

Current

Aaro East Africa

Jun 2021 - Present (5 years)

Handled high volumes of customer tickets via email and Jira Service Desk, resolving 90%+ of cases within SLA for global SaaS accounts. Managed 20+ tickets/day, delivered onboarding and 24/7 support, and reduced escalation rates by 15% while cutting customer downtime by up to 20%.

Jira Service Desk Ticketing SLA Management Customer Onboarding & Customer Success Live Chat Support Escalations CRM Operations Remote Collaboration

IT & Systems Administrator

Secutec Ltd

Jan 2017 - Jun 2021 (4 years 5 months)

Managed IT helpdesk operations, resolving and documenting 20+ tickets per week to improve response quality and knowledge sharing. Led user onboarding for 20+ users and implemented upgrades that boosted service efficiency by 15% and cut system transition time by 20%.

IT Helpdesk User Onboarding software upgrades System Troubleshooting

IT Assistant

Upper Hill Medical Center (Uhmc)

Mar 2016 - Dec 2016 (9 months)

Provided helpdesk support and maintained repair logs and maintenance schedules, reducing repeated faults by 20% through proactive monitoring. Rolled out hardware and software solutions that improved workflow efficiency and response times by 15%, and implemented network security achieving 100% compliance.

Help Desk Support Maintenance Scheduling Network Security Hardware & Software Rollouts Workflow Optimization Compliance Management

IT Intern

Standard Group Ltd

Apr 2015 - Oct 2015 (6 months)

Provided first-level helpdesk support to 200+ employees, improving response times and user satisfaction in a fast-paced media environment. Installed and configured Linux and Windows 7–10 on 30+ devices and troubleshot Avaya telephone lines and office printers, reducing downtime by 25%.

OS Installation Linux Windows 7 10 Configuration Avaya Printer Troubleshooting