WALTER MASYA
CUSTOMER & HELP DESK SUPPORT | WEB DESIGNER
CONTACT
--Nairobi County, Kenya
SKILLS
Team Collaboration
Remote Desktop Support
Customer Service
Computer Skills
EDUCATION
Diploma in Information Technology
Technical University of
Mombasa
Proficient in computer systems, networks,
and IT support, ready for diverse techrelated careers
Certificate and Advanced Certificate in
Business Management
Kenya Institute of
Management (KIM)
Has an understanding in marketing,
finance, operations, prepared for roles in
various business settings.
LANGUAGES
English
Swahili
PROFILE
Results-driven Support Engineer with over 10 years of experience in providing
exceptional customer service and technical support. Skilled in solving day-to-day
problems, collaborating with teams, and ensuring smooth operations for clients.
Dedicated to delivering efficient solutions and maintaining strong client
relationships.
WORK EXPERIENCE
Junior Web Designer
The Viable Source
www.theviablesource.com
2022 - Current
Designing and developing websites that meet client requirements and ensure
seamless user experiences. Helped in creating responsive websites using
various WYSIWYG CMS platforms such as WordPress, Wix, and Webflow.
Used SEO tech stack tools, including Moz SEO Tools, SEMrush, Ubersuggest,
and Screaming Frog, to conduct thorough website audits, keyword research, and
competitor analysis, ensuring comprehensive optimization strategies.
Implementing web design fundamentals and creating user experiences for
audiences on all platforms.
Helped in utilizing tracking tools such as Google Analytics, Google Search
Console, and Google Data Studio to monitor website performance, track key
metrics, and generate actionable reports for continuous website improvement
Proactively took on ad hoc assignments that contributed to the growth of the
company, showcasing versatility and adaptability in a dynamic landscape.
Demonstrated ability in creating and managing Google Ads campaigns,
optimizing client campaigns, and maximizing ROI.
Helped in managing multiple projects simultaneously, meeting deadlines, and
adapting to evolving industry trends and Google algorithm updates
User Support
East and Southern Africa Regional (ESAR) Center - NGO
Jan 2017 - April 2018
Streamlined staff communication by promptly responding to calls, minimizing
on-hold wait times, and ensuring efficient resolution of inquiries.
Proactively offered timely advice and assistance to staff members, attentively
addressing their unique needs and preferences.
Responded promptly to staff requests for products, services, and company
information, delivering accurate and comprehensive solutions.
Supported staff members by effectively gathering data, analyzing needs, and
implementing optimal solutions, resulting in improved operational efficiency.
Prioritized and resolved emergency issues, employing workarounds to swiftly
resolve problems and minimize downtime.
Effectively communicated staff needs to immediate supervisors, facilitating
prompt and specialized support for critical matters.
Managed inbound emails and efficiently handled phone calls to resolve
technical and application-related issues, providing exceptional customer
support.
Demonstrated computer skills for efficient data entry and confidently addressed
a wide range of support-related inquiries.
WALTER MASYA
CUSTOMER & HELP DESK SUPPORT | WEB DESIGNER
SKILLS
WORK EXPERIENCE
Team Collaboration
System Administrator
Remote Desktop Support
Prompt Data Solutions
Customer Service
SEO
Web Design
EXPERTISE
Technical Support: Demonstrated
ability to resolve user systems and
equipment issues, ensuring smooth
operations for clients.
Responsive Website Creation:
Proficiency in creating responsive
websites using popular CMS
platforms such as WordPress, Wix,
and Webflow.
Web Development: Good
understanding of web development
principles and practices, including
knowledge of tracking tools like
Google Analytics, Google Search
Console, and Google Data Studio.
Website Performance Optimization:
Experience in utilizing tracking tools
to optimize website performance,
suggesting expertise in improving
website speed, and user experience.
Problem Resolution: Recognized for
swift problem resolution,
highlighting strong troubleshooting
and analytical skills.
Jan 2016 - Dec 2016
Installed and configured Windows Server 2012 x64 standard, establishing it as a
domain controller. Implemented Active Directory, network shares, and user
group policies, providing seamless account administration and support for
Windows 2012 R2 Domain.
Conducted routine diagnostics, maintenance, and efficient installation of new
hardware and software, ensuring optimal performance and productivity.
Provided insights and recommendations to management on hardware and
system software planning and budgeting.
Helped in the implementation of a robust office backup plan, safeguarding
critical systems and enabling uninterrupted operations in the face of potential
system failures. Ensured comprehensive disaster recovery measures for
business continuity.
Software Deployment Engineer
Emdy Solutions
Jan 2015 - Dec 2015
Maintained rigorous Quality Assurance and Security compliance standards
across all batch environments.
Collaborated with Application Development teams to successfully implement
customized applications catering to the specific needs of internal staff. Ensured
seamless integration and optimized functionality for enhanced productivity.
Demonstrated technical expertise by performing client personal computer builds
and configurations, as well as providing prompt customer assistance in
identifying and resolving problems at the customers' desktops. Ensured smooth
operations and user satisfaction.
Delivered exceptional desk-side support to staff/clients, resolving hardware and
software issues efficiently and effectively.
Technical Support Specialist
EDC ESAR Regional Office
Jan 2014 - Dec 2014
Conducted assessments of system hardware and software, identifying areas for
improvement to reduce lag time and enhance overall speed. Successfully
suggested modifications that optimized performance and productivity.
Demonstrated communication skills by effectively conveying technical
information to non-technical individuals, fostering better understanding and
collaboration across teams.
Configured hardware, devices, and software to establish efficient workstations
for employees. Streamlined processes and optimized user experiences by
leveraging technical expertise and attention to detail.
Exhibited flexibility and dedication by maintaining a flexible schedule and
promptly responding to after-hours and weekend emergencies. Demonstrated a
strong commitment to resolving issues and minimizing downtime, ensuring
uninterrupted operations.
Proactively addressed security concerns by patching software and installing
new versions, mitigating vulnerabilities, and safeguarding critical data.
WALTER MASYA
CUSTOMER & HELP DESK SUPPORT | WEB DESIGNER
SKILLS
WORK EXPERIENCE
Team Collaboration
Information Technology Management Consultant
Remote Desktop Support
European Commission - ECHO
Customer Service
SEO
Web Design
EXPERTISE
Technical Support: Demonstrated
ability to resolve user systems and
equipment issues, ensuring smooth
operations for clients.
Responsive Website Creation:
Proficiency in creating responsive
websites using popular CMS
platforms such as WordPress, Wix,
and Webflow.
Web Development: Good
understanding of web development
principles and practices, including
knowledge of tracking tools like
Google Analytics, Google Search
Console, and Google Data Studio.
Website Performance Optimization:
Experience in utilizing tracking tools
to optimize website performance,
suggesting expertise in improving
website speed, and user experience.
Problem Resolution: Recognized for
swift problem resolution,
highlighting strong troubleshooting
and analytical skills.
REFERENCES
Barbara Akoth--
Duncan Akhobe--
Aug 2013 - Jan 2014
Streamlined the onboarding process by loading software, granting permissions,
and configuring hardware for new employees. Ensured a seamless transition
and optimized productivity from day one, contributing to a positive onboarding
experience.
Provided technical support and troubleshooting for computer operations,
serving as a reliable resource for the entire team.
Demonstrated IT management skills by overseeing and maintaining laptops,
tablets, and PDAs for office users.
Collaborated with the IT Manager to resolve server issues, implement server
upgrades, and establish an effective office backup policy.
Managed multiple staff requests, troubleshot daily network problems, installed
IT equipment, and conducted on-site testing of newly installed equipment.
Demonstrated versatility and a hands-on approach, delivering comprehensive IT
support.
Information Technology Support Assistant
Sudan Radio Service (Project of USAID/EDC)
July 2011 - Sept 2012
Reviewed system and network performance to make proactive adjustments
based on established IT policies.
Maintained current software licenses and patched applications to stay up-todate with the latest features.
Installed and configured software and hardware.
Provided consistent support through on-call rotation duty.
Actively listened to office staff, handled concerns quickly, and escalated major
issues to the supervisor.
Assisted in the setup and deployment of antivirus and security solutions
throughout the entire system network.
Information Technology Operations Manager
Alibhai Shariff & Sons Ltd
July 2010 - June 2011
Exhibited flexibility and dedication by maintaining a flexible schedule and
promptly responding to after-hours and weekend emergencies. Displayed a
strong commitment to resolving issues and minimizing disruptions, ensuring
uninterrupted operations.
Successfully linked computers to the network and peripheral equipment,
including printers and scanners. Ensured smooth connectivity and efficient
operations, facilitating seamless collaboration and document management.
Supported business operations and reporting by setting up, installing, and
configuring computers in various locations. Leveraged technical expertise to
enable reliable computing environments, supporting critical business functions.
Disassembled computers to perform diagnostics and assess repair needs.
Implemented efficient repair processes, ensuring the timely restoration of
functionality and minimizing equipment downtime.
Implemented data backup strategies, regularly backing up company data and
successfully recovering critical information after data loss incidents.
