Lydia Wanjiru

A trained ICT professional with over 10 years of progressive industry experience in ICT in different roles; Software Application support Engineer, Quality Assurance Engineer, IT System Administration and Help-desk support. I am known as an innovative thinker with repeated success directing IT projects from inception to execution while strategically allocating resources and delegating tasks to achieve on-time and on-budget delivery. 

Moreover, while my on-the-job experience has afforded me a well-rounded skill set, including first-rate planning and problem solving abilities, I excel at:

• Customer Service Support Skills: Providing excellent customer service and consistently met Level of Service.
• Application Support Skills: Documenting and organizing knowledge base for frequently asked questions.
• Software Testing: Ensures that application solutions quality is assured before launch to the market
• Following up with clients and internal staff on satisfactory completion of escalated issues.
• Solving and escalated tickets pertaining to functionality, configuration and account issues to the relevant departments
• Plan and host ad-hoc webinars, tel-conferences, and/or in-person meetings to better train and support application users
• IT Helpdesk support(Remote): Addressing user tickets regarding both hardware and networking issues.
• Interpersonal and communication skills: Following up with clients and internal staff on satisfactory completion of escalated issues.