Brian M.

Experience

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  Kenya Forest Service

  May 2011 - Aug 2011

  ICT intern

  During my internship, I gained practical experience in IT systems setup and maintenance. My key responsibilities included:Installing and configuring computer hardware, operating systems, and applications to ensure efficient performance.Troubleshooting software and hardware issues, diagnosing and resolving technical problems to maintain smooth operations.Assisting with networking tasks and managing server-based applications, including setup, maintenance, and troubleshooting.

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  Kenya technical Teachers College

  Apr 2012 - Aug 2012

  Computer Technician

  As an IT Intern, I gained hands-on experience in providing technical support and maintaining IT infrastructure. My key responsibilities included:Providing end-user support, assisting with technical issues to ensure smooth operation of systems.Troubleshooting software and hardware problems, diagnosing and resolving issues to minimize disruptions.Assisting with networking essentials, including setup, configuration, and basic maintenance of network systems.

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  Ministry of Information

  Nov 2012 - Mar 2013

  Information Technology Officer

  As an Information Technology Officer, I was responsible for ensuring the seamless operation of IT systems and networks while providing direct technical support to staff. My key responsibilities included:Diagnosing and troubleshooting system and network issues, resolving hardware and software faults to minimize downtime.Guiding staff through system setups and issue resolution, both in person and over the phone, ensuring swift problem resolution and user satisfaction.Developing and maintaining web applications, enhancing system functionality and user experience.Monitoring and maintaining computer systems and networks, ensuring continuous uptime and network reliability. Show less

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  World Agroforestry Centre

  Apr 2013 - Dec 2013

  IT Applications and Customer Care Service

  In this role, I provided comprehensive IT support and customer care, focusing on enhancing technology use and maintaining system integrity. Key responsibilities included:Providing end-user support and training on new technology systems, ensuring smooth adoption and effective use.Managing software and hardware installation, including maintenance and troubleshooting to resolve technical issues.Overseeing teleconferencing and video streaming, ensuring reliable and high-quality communication.Monitoring and maintaining LAN and WAN networks, performing troubleshooting to resolve connectivity issues.Managing user accounts on Active Directory, ensuring proper access controls and security.Supporting staff in the daily use of data systems, ensuring compliance with legal and company standards. Show less

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  Tymiza Technologies

  Feb 2015 - Nov 2016

  Junior Software Developer

  As a Junior Mobile App Developer, I contributed to the full mobile app development lifecycle, from concept through release. Key responsibilities included:Designing intuitive and user-friendly mobile application interfaces that align with user needs and business goals.Developing, testing, and debugging mobile applications to ensure a seamless user experience and smooth functionality.Collaborating with stakeholders to gather specific requirements, suggest solutions, and deliver effective results.Supporting the entire app lifecycle—from conceptualization, design, and development, to testing, release, and ongoing support.Writing unit and UI tests to identify and fix malfunctions, ensuring application stability and performance. Show less

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  Influx

  Mar 2018 - May 2020

  Technical Support Engineer

  In my role as a Technical Support Engineer for Influx, I specialized in Shopify and WordPress theme customization and technical setups, delivering Tier 1 and Tier 2 customer support. My key responsibilities included:Providing timely and effective technical assistance on Shopify and WordPress platforms, ensuring optimal theme performance and plugin functionality.Creating comprehensive documentation for the theme Knowledge Base, including video tutorials for various functionalities.Proactively informing customers of new features and functionalities, ensuring they get the most out of the platform.Monitoring and responding to customer inquiries and complaints across multiple channels, including social media, and providing personalized solutions.Collaborating with the development team to report bugs and ensure swift resolution of issues.Following up with customers to ensure technical issues were fully resolved and satisfaction was maintained.Assisting in the training and mentoring of junior technical support agents to maintain a high standard of support within the team. Show less

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  Presidio

  Feb 2019 - Sept 2020

  Technical Support Specialist & Client Onboarding Coordinator

  At Presidio Creative, I played a dual role as a Technical Support Specialist and Client Onboarding Coordinator. My responsibilities included providing technical support for themes under Presidio, addressing customer inquiries, and troubleshooting issues. I was instrumental in the client onboarding process, guiding new clients through product features and best practices to ensure a smooth transition. Additionally, I created comprehensive documentation and user guides, which served as valuable resources for both clients and the support team. Show less

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  XFusion - Customer Support as a Service

  Jun 2020 - now

  In my role as a Technical Support specialist, I managed both Tier 1 and Tier 2 support tickets, ensuring high performance and availability of the applications under my responsibility. Key responsibilities included:Handling Tier 1 and Tier 2 support tickets, resolving a range of technical issues efficiently and effectively.Ensuring the high performance and availability of applications by monitoring and addressing potential issues.Following up with customers to ensure their technical problems were fully resolved and they were satisfied with the support provided.Preparing detailed bug reports and escalating issues to senior software engineers for further resolution.Testing new products and features, collaborating with development teams to identify bugs and provide feedback on user experience.Providing clear and concise technical guidance to non-technical customers, helping them understand complex concepts and solutions.Collaborating with developers to troubleshoot and resolve technical issues, enhancing overall product performance.Escalating unresolved issues to senior team members when necessary.Documenting knowledge base articles, contributing to the creation and maintenance of resources for both customers and support staff. Show less

  • Account Manager | Product Support Engineer

    Nov 2021 - now

  • Product Support Engineer

    Jun 2020 - now
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  Mile High Themes

  Jan 2021 - Feb 2024

  Technical Support Specialist

  As a Technical Support Specialist at Mile High Themes, I provided top-notch customer support for their themes. My role involved assisting clients with theme setup, customization, and troubleshooting.