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Mitchell Okelo
Open to opportunitiesIT Service Desk Administrator
Dedicated IT support professional with strong customer service skills.
KenyaIT Service Desk Administrator at Call Centre International (CCI) Global
About
I am a dedicated professional with over two years of experience in customer service and IT support. My journey has equipped me with the skills to resolve technical issues effectively, manage service desk operations, and ensure exceptional customer experiences. I am proficient in using CRM tools and troubleshooting IT systems, which allows me to communicate technical solutions clearly to non-technical users.
Currently, I serve as an IT service desk administrator at Call Centre International (CCI) Global, where I manage user accounts, provide customer service, and ensure that all incidents are resolved within service level agreements. My previous role as a customer service representative honed my ability to respond to inquiries promptly and maintain high customer satisfaction. I am committed to optimizing service delivery and leveraging technology to enhance customer satisfaction and operational efficiency.
Experience
IT Service Desk Administrator
Communicated SMS and email notifications to business and stakeholders, initiating calls for war room scenarios. Managed password resets and user account unlocks, ensuring high levels of customer service and support for all internal and external customers.
SMSCustomer ServiceSLA Management
Customer Service Representative
Responded to customer inquiries via phone and online channels, providing prompt and helpful assistance. Managed and updated customer records accurately using CRM systems, ensuring all communications and interactions were well documented.
Customer ServiceCRM SystemsComplaint HandlingData EntryCommunication SkillsTechnical SupportCustomer Satisfaction
Intern IT Support
Managed ICT user support service desk by resolving logged IT support calls and offering support for Microsoft Outlook mail installation and troubleshooting. Installed software and applications for end-user machines and provided support for Flight Information System Distribution (FIDS) administration.
Education
Cooperative University of Kenya
Completed a comprehensive Diploma in Information Technology, gaining foundational knowledge and practical skills in various IT domains. Focused on developing expertise in IT support and system management.
St. Augustine Nyamonye Girls' High School
Achieved the Kenya Certificate of Secondary Education, demonstrating proficiency across a range of subjects. Developed strong academic foundations and critical thinking skills.
Mahiga Primary School
Obtained the Kenya Certificate of Primary Education, establishing fundamental literacy and numeracy skills. Built a strong educational base for further academic pursuits.