Henry Kibocha Mugo

 Curriculum Vitae Henry Kibocha Mugo P.O Box-, Nanyuki. Kenya Phone Contact:-,- E-mail:-Career Objective: I am looking forward to make a contribution in the IT sector in a credible organization where my experience and skills will help better the organization’s growth. Personal Details: Date of Birth: 09/10/82 Marital Status: Married Nationality: Kenyan Education & Professional Qualifications: Bachelor of Applied Science in Information Technology, Royal Melbourne Institute of Technology University (RMIT). Year 2007 Kenya Certificate of Secondary Education K.C.S.E. Year 1999 Professional Attributes Well versed in Software and web development languages like HTML5, CSS3, Javascript, Python and Liquid. Experience working with different platforms like Helpscout, Zendesk, Intercom, Freshdesk, Mailchimp, Zapier, Customer.io, Zoom. Manual and Automation testing (Selenium, Ruby and Watir). Good experience in Web and Software Validation and Verification i.e., software testing, Using Java, Java Script, C, C++, ASP.Net and My SQL programming languages on all Windows and Mac Operating systems. Good in engaging with customers when trouble shooting their issues and also onboarding them and educating the customers. Experience with Shopify Platform. Personal Attributes Experience of a flexible approach to managing and prioritizing a high workload and multiple tasks in a fast-paced environment with tight deadlines. Ability to take initiative and identify and propose systems to enhance project management. Tenacity and resolve to work, numerate and strategic thinker. Ability to interact, create rapporteur and manage my work relations. Proven ability to function effectively both independently and collaboratively within a team environment. Ability to build strong relationships and inspire trust at all levels. Pro-active & positive attitude and able to work with individuals from a multi-ethnic and multi-cultural background and ensure good public relations. Ability to learn fast. Professional Experience: SureSwift Capital. April 2021 – Present Title: Technical and Customer Happiness Specialist. Responsibilities: Be the First point of contact when customers reach out to us via email and chat when they have questions or issues concerning our apps. Schedule one on one zoom calls with customers who are having technical trouble with the apps to help solve the problems. Create quick videos to explain how to use common features and frequently faced problems. Have demo calls with our new customers. Create and update Help /Knowledgebase articles. Investigate, analyze and come up with solution on how to reduce the churn rate. Art Storefronts. January 2020 – March 2020 Title: Customer Support Representative. Art Storefronts provides a website platform for artists, galleries and print studios to display and sell their art online and also offer automated marketing platform via MailChimp and payment platforms for the customers. My responsibilities at Art Storefronts included: Responding to tickets of issues the customers are having via Zendesk. Trouble shooting issues and rectifying them for the customers where necessary then informing them what the issue was and how it was fixed. Onboarding new customers on the basic requirements they need to have them up and running. This was done via zoom. Doing site audits for the customers as their request to check for them if they have everything setup before they go live and display their products to their customers. Guide customers on how they should integrate MailChimp and Stripe/Authorize.net/PayPal to their websites so that they can be able to run automated marketing and receive their payments. Responded to Facebook posts from the customers that needed technical help. ClickFunnels. January 2017 – December 2017 February 2018 – December 2018 Title: Customer Technical Support Specialist. ClickFunnels provides a sales funnel platform/website designed to assist users in starting an online business or wanting to improve their current online efforts. With more than 59,000 customers, ClickFunnels is used by entrepreneurs in 160 countries and was founded in 2014 and headquartered in Eagle, Idaho. My responsibilities at ClickFunnels included: Replying to tickets from customers via Intercom and Zendesk. Engage with customers in a way that thoughtfully changes their perception of what is possible, from both a business and strategic perspective. Consult with entrepreneurs across various industries to capture their business problems and work together on how to configure ClickFunnels in order to meet and exceed expectations. Maintain a high level of professionalism, empathy, and business acumen across multiple customers at one time, connecting, trends and themes as you go. Perform issue identification, communication, and resolution for moderately complex issues. Simultaneously prioritize for the best customer experience and while also staying keenly aware of how to drive retention across the entire customer base. Pamoja Engineering June 2010 – Present Title: Software Tester. Roles: Web Application and Unit Testing Using Java, Java Script, jQuery, C, C++, ASP.Net and My SQL programming languages on Windows XP, Vista 32 and 64, Win 7 32 and 64, Win 8 32 and 64, Win 8.1, Mac Snow Leopard, Mac Lion, Mac Mountain Lion. Validation and verification of Tandem Diabetes t:connect web Application; https://tconnect.tandemdiabetes.com Kemri Wellcome-Trust Research Programme. Sept 9th 2009– Feb 17th 2010 Kenya National Malaria Survey. Title: Research Assistant. Roles: Help in developing the electronic questionnaires and database being used and maintaining it. Trouble shooting and solving problems with the database and maintenance of the laptops used in the field. Part of the team collecting the data by performing interviews. Head of Analyzing the data collected using STATA. Ritz Africa Consultants Ltd. Roles: February 2008 - 2010 Assist in developing of traceability software for Agriculture farm products using VB and Microsoft access to create forms and Ms Access database to be used in collecting and storing the data needed for a complete traceability of the farm products and activities. Training the clients on how to use the software effectively so that monitoring their products is possible. Manage and market their products in the local and international market by approaching the buyers i.e., supermarkets and local exporters. Trouble shoots and rectifies any problem that may arise concerning the software. UNICEF and WOFAK (Women Fighting Aids in Kenya) May – June 2007 Assisted in collecting data for the baseline survey on community awareness about PMTCT (Prevention of mother to child transmission) and HIV and AIDS in Mombasa. Responsibilities: Assisted in collecting data from the residents using written questionnaires and organizing Focus Group Discussions. Data Analysis using SPSS. Hobbies: Outdoors activities i.e., camping, hiking. Working with under privileged children. Playing soccer. Travelling REFERENCES Tom Ulrich Expert advisor for leading engineers in developing software for medical devices. Tandem Diabetes Care Company- Samuel Gichuhi Lead Technical support Specialist Art Storefronts.- Kenneth Kiriinya Technical Support Specialist tier 2. ClickFunnels.-