Monicah Njonjo

MONICAH NJONJO Tel: - |skype: monicahceri|Email-|Time zone (UTC+3) Professional Summary Customer service focused support specialist with 10+ years in technology and 7 years of career in support. Highly adept in systems analysis, diagnostics and troubleshooting, and conflict resolution. Exhibits excellent organizational and problem-solving skills. Works well in teams and displays a strong work ethic. Technical Specialty  SDLC| Agile methodology  Databases: Oracle| SQL Server  JIRA| Zendesk.  Swagger  C#.Net | VB.Net| JQuery  Slack| Zoom |G-Suite  Github| Jenkins  Windows| Unix| Linux  HTML |CSS | JavaScript| SQL Core Skills and Knowledge  Analytical skills  Remote collaborator  Excellent communicator  Diagnostic skills Career Summary     Customer obsessed Product expertise Systems Analysis. Detail-oriented     Results-oriented Capacity building Conflict resolution Service expertise Technical Analyst Consultant: (remote) Development Gateway – US, Washington DC January 2013 – February 2020 Support and capacity building  Troubleshot, analyzed and fixed issues reported by customers via chat, phone, email, video.  Created, escalated and collaborated with the development or product team on issue resolution in cases that needed their intervention.  Maintained a strong relationship with customers and provided excellent technical support to customers. I was recognized as the best in support, attributing to my ability to empathize with customers in stressful situations and excellent communication skills.  Communicated technical terminologies in a simple language to customers.  Continuously improved the support process to facilitate an efficient and effective response to customer requests and issues.  Watched tickets life cycle and ensured they were always up to date and continuously communicate with the customers to keep them within the loop.  Maintained updated knowledge of company products and services to provide customer support and service solutions better.  Recorded visual and audio training videos later used as support material.  Prepared training material and conducted comprehensive face to face training.  Trained clients on the product in the onboarding process and after upgrades.  Internal product expert provided support to new employees. Issue analysis/product improvement  Customer advocate, worked together with the product, development, and business development distributed team in Argentina and the US to come up with new products and enhancements to existing to accommodate customer needs.  From the analysis, improved the support material (consolidation, split, or creation). Assessments and system configurations  Prepared assessment materials, conducted assessments of potential clients, and determined the viability of providing a range of product/s to them.  Configured and enabled new product features in the case of setting up new customers and product upgrades.  Managed customer expectations during the assessment process. Quality Assurance  Performed different tests after issue resolution and production release.  Helped in writing test cases and plans used in test cycles. Technical documentation writing  Wrote user manuals, features release documents and technical proposal document 1|Page Monicah Njonjo|Phone:-|Email-UTC+3 Lead Quality Assurance Consultant: (remote) Development Gateway -US, Washington DC January 2012 – December 2012  Created test cases  Executed tests and managed the QA team to ensure timelines were met and issues reported to Jira.  Ensured the released features were within the boundaries of the business requirements and bug-free.  Worked together with the development team that ensured the successful interpretation of issues.  Worked with the support team to understand the issues reported.  Developed quality assurance processes and guidelines.  Created issue tickets after testing and assigned to the development team for resolution.  Led the QA team to the successful execution of test cycles within the stipulated timelines for several clients, including Nepal, Kosovo, and other Eastern European countries.  Developed guidelines that facilitated efficiency and better coordination with the development team. Software Engineer: (remote) Isys Ltd Denmark June 2008 - December 2011  Designed and developed several modules that led to the successful implementation of the tool  Researched and recommended tools and technologies best used in implementing the solution.  Conducted demos to the client on progress and documented change requested. Lead Software Engineer: Kimetrica- Nairobi, March 2007 - May 2008  Led the process of shooting videos, editing, and development of the product, as a result, was recognized as a dedicated employee for taking up challenges and them executing successfully.  Conducted demos of the online training and testing tool I had developed to potential clients. Lead Software Engineer: Geomaps -Nairobi, August 2006 - March 2007  Led the analysis, design, successful implementation, and roll-out of the automated packing ticket system that became the prototype for future ticketing systems, to-date.  I conducted end-user training. Education  MBA (Strategic Management): University of Nairobi (Kenya-.  Bachelor of Computer Science: University of Nairobi (Kenya-.  Duo lingo, Spanish Language - In progress.  ITIL Foundation certification- 2017. Languages English-Proficient, Swahili-Proficient, Spanish 2|Page Monicah Njonjo|Phone:-|Email-UTC+3