Cecilia Mwandoe
2252 W Lincoln Ave, Anaheim CA 92801-Phone: -
EDUCATION
BS, Mathematics (Statistics) and Computer Science, Jomo Kenyatta University, Kenya
Course work include:
o Object Oriented Programming, Internet Application, Systems Programming, Multimedia Systems, Project
Management and Technical Support, Artificial Intelligence, Time Series Analysis, Data Analysis, DOE Analysis,
Design Calculations, Regression Modelling, Root Cause Analysis, Operation Research, R-Code Programming,
Theory of Estimation, Data Structures and Algorithms, ODE, PDE, Computer Networks, Computer Graphics.
SKILLS
Computer/Network: Proficient in MS Word, Excel, PowerPoint, Outlook, Access, Visio, Publisher, Project, Web design
CSS, HTML, Windows XP-10, LAN/WAN, PC/Mac
Projects: Training, Quality Assurance, Team Management, Project Management and coordination, Client Support,
Report Writing.
CRMs: Intercom, Kustomer, Zendesk, Gladly, Salesforce, Freshdesk.
Soft Skills: Team leadership and Collaboration, Adaptability, Attention to detail, Troubleshooting and Organization,
Excellent written and verbal communication skills
Language: Fluent in English and Swahili.
PROFESSIONAL EXPERIENCE
Technical Support
04/21 - Date
Influx -Victoria, Australia (Remote)
• Manage high volume Email & Chat contacts from different clients.
• Full understanding of how to deliver a positive client journey whilst maintaining strict client handling KPIs
• Proactively maintaining knowledge, checking, self-educating, and implementing client updates, processes,
guidelines, and policies.
• Build sustainable relationships and trust with customers, clients, and other stakeholders through open and
interactive communication
• Achieve the client and Influx’s KPIs (Email, Chat, CSAT & QA quotas)
• Strong knowledge in understanding the importance of maintaining ownership in handling clients.
• Assumed interim leadership responsibilities and supported team performance and operational duties.
• Oversaw daily agent readiness by checking login status, helpdesk access, and overall system functionality (PA,
Okta).
• Managed weekly operational checks: confirmed client coverage, updated rosters, and tracked agent
assignments across accounts.
• Participated in client and internal leadership syncs (DMs, CTLs, CSMs) to assess account health, discuss risks,
and identify growth opportunities.
• Delivered monthly EQA reviews and feedback to agents; ensured coaching and performance updates were
actioned.
• Trained new hires and potential team leads on client expectations, tools, and company culture; supported
agent development and leadership grooming.
• Clients include: Spin.app, Mckinsey.com, Seezona.com, Peak Design, Astropay.
IT Projects Coordinator
10/18 - 06/20
Wonderkid Multimedia -Nairobi, Kenya
• Ensuring that change request tasks are efficiently set up with clarity to reflect current status.
• Collaborating with multiple business units locally and internationally to ensure that all resources and projects
plans are coded correctly.
• Collaborating with internal subject matter experts to develop, implement, and communicate key messaging in
multiple formats.
• Training and onboarding new employees and contractors on different software processes and procedures.
• Facilitating the weekly meetings with IT managers to address actual hours and billable business travel for their
direct reports.
• Providing routine administrative services to Project Managers, Business Analysts and Engineering
Professionalsworking on a project team
IT Technician
02/18 -09/18
Virtual Reality Systems - Kenya
• Install, uninstall and upgrade client's software across multiple platforms.
• Perform diagnostic and repairs to hardware to resolve technical issues.
• Perform client education in all aspects of IT in the simplest manner they can understand.
• Manage call flow and respond to technical support needs to the clients.
• Remove malware from the client's computer and perform data backup.
• Remain up to date on the latest technologies and solutions applicable to the company.
• Meet and exceeded the company's sales and productivity
IT Technician
01/17 - 01/18
Kenya Pipeline Company
• Executes software and hardware upgrades as needed or scheduled, including emergency roll-outs.
• Assisted in undertaking complex analysis of systems, including monitoring, diagnosis and correction of faults
systems and propose solutions.
• Designed, developed, tested, installed and implemented software programs for a host of applications.
• Preform troubleshooting, configuration and maintenance of software, hardware and network issues such as
LAN/WAN.
• Successfully interpreted data to draw conclusions for managerial action and strategies.
• Used statistical techniques for hypothesis to validate data and interpretations.
• Responsible for maintaining all software reports and submitting a summary regularly to the management.
• Performed systems data backups and recovery.
• Troubleshoot VOIP phones, printers and projector issues.
• Assisted in educating other personnel on computers, errors and other software.
• Responsible for maintaining confidentiality of sensitive and/or classified information/documents in the
organization.
IT Analyst Intern
01/14-09/14
County Government of Taita Taveta
• Installing, upgrading and configuring of Windows XP, Windows 7, Windows 8 Operating systems in the
organization.
• Optimized data collection procedures and generated reports.
• Assisted in monitoring all office systems and submitting a report.
• Installed antivirus in the desktop computers and laptops.
Reference
1. Stanley Mburu
Team Leader at Influx.com
Email:-Relationship: Stanley is my supervisor and I have worked with him since April 2021
2. Abigael Lyani
Project Manager at Wonderkid Multimedia
Address: P.O Box 23498 Nairobi |Email:-Relationship: Abigael was my supervisor and I have worked with her since Jan 2019
3. Mr. Boniface Ruigu
Sr. ICT Officer at Kenya Pipeline Company
Address: P.O Box 93231 Mombasa |Email:-Relationship: Boniface was my manager and I have been working with him since Jan 2017
