Dennis Maina Muiruri

DENNIS MAINA-| - | Nairobi, Kenya | Linkedin IT Operations Engineer and Website Designer IT Support Engineer with 6+ of experience working in the IT industry. Well-versed in helping organizations optimize their IT service operations, resolve complex issues, and deliver a superior customer experience. I have successfully troubleshooted, licensed, and updated hardware and software assets for 9 enterprise companies. I am recognized for my cost-saving abilities, saving companies over $250,000 through efficient sourcing and negotiation. I spearheaded the seamless end-user upgrade of 110+ PCs to Windows 11, ensuring enhanced productivity and performance. Expertise in cPanel, WHMCS, and web hosting environments. PROFESSIONAL EXPERIENCE Website Designer/SEO Manager Denma Digital Consulting | Nairobi        July 2023 – Current Provided technical support to clients, troubleshooting website issues and ensuring optimal performance. Collaborated closely with clients to understand their needs and implement effective web solutions. Leveraged HTML, CSS, and JavaScript to create responsive website designs. Conducted keyword research and SEO analysis, increasing website traffic by 20% through targeted optimization. Managed a team of SEO specialists to execute successful SEO campaigns, resulting in a 15% increase in organic search rankings. Conducted in-depth data analysis to optimize website performance and user experience. Communicated effectively with cross-functional teams to optimize marketing efforts. Managed and coordinated marketing campaigns to achieve business objectives. IT Support Engineer Sep 2021– June 2023 APA Insurance Limited | Nairobi ● ● ● ● ● ● ● ● I Optimized network configuration and troubleshooting, reducing downtime by 30% and improving productivity by 20% for cPanel and WHMCS-based web hosting environments. Delivered exceptional global end-user support via email, live chat, and phone, resolving 95% of user inquiries related to Outlook configuration, passwords, and web hosting connectivity issues, achieving a 95% customer satisfaction rating. Implemented proactive monitoring to mitigate risks, minimize disruptions, and ensure a seamless user experience, safeguarding business operations Led team of 3 business analysts in automating process flows with Excel Macros, resulting in weekly time savings of 8+ hours. Reduced incidents by 20%, improved system availability by 15%, and achieved a 95% success rate for deployments and upgrades. I Supported experienced technicians and engineers in daily tasks: backups, anti-virus, and network upgrades, optimizing operations, and enhancing system security. I Successfully resolved 95% of level 2 tech support tickets, minimizing escalations to level 3 support engineers and ensuring efficient issue resolution. Freelancing on Fiver part-time after work which helped me learn how to deal with clients and learn some new digital skills with helped me serve my clients with those skills like video editing. ● ● ● ● Assisted company staff and clients with technology-related issues. Set up profiles, emails, and issued access passes for new employees, and assisted with passwordrelated issues. Troubleshot systems and applications, and handled customer technical support cases. Conducted security checks on all systems. Junior Technical Support Attachment Kenya Airport Authority, KAA | Nairobi • • • May 2018 – August 2018 I Supported a team in diagnosing and resolving faults, with occasional complex investigations, ensuring efficient user assistance and satisfaction by 90% within 5 months. Proactively resolved computer system issues (Windows XP, 7-11), achieving 90% first-time resolution and enhancing productivity with peripheral equipment installation and troubleshooting. Consistently delivered exceptional onsite IT support, handling an average of 30 to 50 daily calls, resulting in timely issue resolution and minimized downtime for end-users. EDUCATION Bachelor of Engineering – Computer Science | CHUKA UNIVERSITY (2016 - 2020) CERTIFICATIONS / PROFESSIONAL TRAINING Website Design | YouTube University (2021) • ITIL Foundation (2022) Microsoft Designer | Udemy (2023) • Web Development Ultimate (May 2023) • Ethical Hacking (Sep 2022) TECHNOLOGICAL SKILLS & TOOLS CPanel • Website Design • WHMCS• HubSpot • Information Security and Server Management • Software and Hardware Troubleshooting • Teamwork and Project support • Solving User Queries • Microsoft Office Suite (Excel, Word, PowerPoint, Teams) • Adobe Creative Suite (Adobe Premiere Pro, Adobe After Effects) • Social Media Management • Software Installation • VMware •Tableau • Microsoft SharePoint • Internet • Jira • Kanban • Google Suite • Google Sheets • Active Directory • Linux • System Administration AREAS OF EXPERTISE Windows Operating Systems • Networking • Customer Service Management & Support • Agile • Conflict Resolution and Problem-Solving • Compliance and Regulation Knowledge • Vendor Management • Data Analysis and Reporting •Marketing and Advertising • live chat and phone support • Email • Quality Assurance and Control • Budgeting and Financial Management• Webhosting • Social Media Management and Monitoring • Customer Relationship Management (CRM) software Proficiency • Supply chain Management • Project management. Video Editing • Service desk • Salesforce • Troubleshooting and Technical support. VOLUNTEER WORK ICT NETWORK SUPPORT | Freelance Website Design | Freelance AWARDS AND CERTIFICATES Figma Design Course 2023. Your Website from Start to Finish – Udemy Certificate Course The Python Programming A-Z Definitive Diploma JavaScript & jQuery - Certification Course for Beginners REFEREES Eric Munah – Infrastructure Manager APA INSURANCE - Joseph Kabiru – NETWORK ENGINEER KAA - Kelvin Mbugua – Creative Team Manager/Senior Designer -