Michael Mbai

Michael Mbai 8 Sironi Rd, Ongata Rongai, Nairobi, Kenya | Cell: (- | Email:- 16 years of experience in computer hardware and software technical support via telephone and inperson; customer service support via telephone, chat, and email; and web development using HTML5, CSS3, JavaScript, PHP, and WordPress. Work Experience Freelance Web Developer Current • • • • • • Build websites and blogs for new customers. Install and customize themes and plugins. Domain registrations and renewals. Install and maintain security certificates. Perform software, plugins, themes, and database updates. Provide customer support and troubleshoot WordPress sites. Search Quality Rater TELUS International January 2019 - current • • • • • Help improve the quality of online searches by analyzing the main content of web pages and providing feedback to Google. Moderate YouTube chat to identify inappropriate comments. Analyze and rate YouTube video quality. Research and provide feedback on the reputation of content creators. Complete assigned tasks with 95% accuracy and within the recommended time frame. Warehouse Associate Amazon.com Inc. - Houston, TX September 2018 - February 2020 • • • • Received and processed incoming merchandise. Picked and fulfilled customer orders. Recorded and processed damaged merchandise. Updated data in inventory and logistics software programs. Technical Support/Web Developer Net Masters Limited - Nairobi November 2002 to January 2017 • • • • • • Provided desktop support via telephone and in-person to small and medium-sized companies. Provided IT infrastructure, MS Exchange, and MDaemon Email Server support to customers. Built static websites for customers using HTML & CSS. Built websites using Joomla and WordPress content management systems. Kept abreast of emerging technologies, software, and trends and applied them to customers’ projects. Troubleshoot technical issues to solve issues within a reasonable time frame. Customer Service Supervisor AlphaNet Communications Limited - Nairobi March 1996 to October 2002 • • • • Supervised a team of customer support agents to provide high-quality support to our internet service customers. Ensured superior customer experience by addressing customer concerns, demonstrating empathy, and resolving problems in a reasonable time frame. Promoted the business as a superior internet services provider committed to providing highquality services to customers. Liaised with other departments to resolve customer issues quickly and efficiently. Technical Engineer Kanash Limited - Nairobi March 1993 to November 1995 • • • Assembled desktop computers to fulfill customer orders. Troubleshooting and resolving technical issues at the company workshop. Maintained a detailed record of workshop activities and parts inventory. Education Bachelor of Science (Mathematics) Egerton University - Nakuru, Kenya (September 1998 to September 1991) Skills • • • • • • • • Excellent writing/editing and verbal communication skills. Empathetic. Able to break down complex technical issues into simple language that customers can understand. Highly focused, detail-oriented, and very conscientious of meeting project restraints and timelines. Strong problem-solving skills. Good work ethic and able to work independently. Advanced knowledge of HTML5, CSS3, MySQL, and WordPress. Basic knowledge of PHP and JavaScript.