Joyce Sintoyia Supeyo

JOYCE SUPEYO SaaS Technical Solutions Support Officer | ERP Implementation & Client Onboarding - |-| Nairobi, Kenya PROFESSIONAL SUMMARY IT professional with a BSc in Information Technology and hands-on experience in technical support, software deployment, and client-facing troubleshooting. Proven track record supporting end-users across multi-department environments, configuring systems, and documenting resolutions through help desk workflows. Skilled in SaaS product support, ERP application setup, user training, and system performance monitoring. Adept at cross-functional collaboration with Sales, Branch, and Product teams to drive successful software onboarding and strong client retention. Ready to bring a structured, service-first approach to digital solutions support in a fast-moving fintech environment. WORK EXPERIENCE IT Support Technician National Police Service | Nairobi, Kenya | Oct 2024 – Present • Deliver first-level technical support and issue resolution for staff across multiple departments, maintaining a consistent response SLA and logging all cases in the help desk system. • Configure, install, and update software and hardware across workstations, ensuring systems meet security and operational standards. • Monitor network systems and resolve connectivity issues proactively, minimising downtime for critical operations. • Support end-users with email platforms, printers, and system access — onboarding new users and managing access permissions. • Maintain structured documentation of support requests, solutions, and recurring issues to improve first-call resolution rates. • Coordinate receipt, assembly, and inventory documentation of new hardware assets for the department. Web Designer / Content Strategist Novaprime Investment Limited | Ruiru, Kenya | Dec 2023 – Mar 2024 • Led end-to-end development of client websites from concept to deployment, managing requirements analysis, design, coding, testing, and post-launch optimisation. • Collaborated with cross-functional teams including designers and developers to deliver projects on schedule and to client specification. • Implemented SEO best practices to enhance product visibility and digital performance for the client portfolio. • Provided technical troubleshooting support for website infrastructure issues, ensuring seamless platform availability. Software Developer Intern Jomo Kenyatta University of Agriculture and Technology | Juja, Kenya | May 2023 – Jul 2023 • Developed user interfaces using HTML5, CSS3, JavaScript, and PHP-Laravel, contributing to functional software solutions aligned with client requirements. • Supported customer acceptance testing (UAT) and coordinated smooth deployment of software releases. • Collaborated with developers to maintain code quality, functionality, and adherence to specifications. • Analysed business requirements and translated them into software design solutions meeting end-user needs. EDUCATION Bachelor of Science in Information Technology — Second Class Upper Division Jomo Kenyatta University of Agriculture and Technology | 2021 – 2024 Diploma in Information Technology — Credit Jomo Kenyatta University of Agriculture and Technology | 2018 – 2020 CORE COMPETENCIES & TECHNICAL SKILLS • SaaS Support & ERP Implementation: Client onboarding, SaaS product configuration, ERP application setup, system performance monitoring, product adoption strategies • Technical Support & Helpdesk: First-level and escalation support, help desk ticketing and documentation, hardware diagnostics and repair, software installation and configuration • User Training & Customer Success: End-user training delivery, issue resolution, client retention support, service satisfaction improvement • Systems & Networking: Windows system troubleshooting and maintenance, network connectivity support, data backup and recovery, system access management • Software Development & Web: HTML5, CSS3, JavaScript, PHP-Laravel, SEO implementation, software testing and UAT support • Cross-functional Collaboration: Working with Sales, Branch, and Product teams; escalation coordination; deployment support LANGUAGES English (Fluent) | Swahili (Fluent) REFERENCES Available on request.