DENNIS YEGON

I am a dynamic and results-oriented professional with a Bachelor of Business and Information Technology and over 2 years of hands-on experience in ICT support and user assistance. I have a proven ability to troubleshoot and resolve hardware, software, and network issues, and I've successfully installed, configured, and maintained critical ICT equipment and systems. I am self-driven, customer-focused, and eager to apply my strong technical and collaborative skills to support ICT systems, train end users, and implement ICT applications in a technology-focused environment.
 
My Experience and Key Skills
I possess a strong foundation in both technical support and customer relations:
ICT Support Expertise: I specialize in ICT Systems and Support, including Network Troubleshooting (LAN/WAN configuration support) and Hardware/Software Maintenance. During my time as an IT Support Assistant, I provided first-line technical support, handling user inquiries and resolving software and network issues. I also installed, configured, and updated critical software applications, including Electronic Medical Records (EMR) systems.  
Customer and User Focus: As a Customer Service Representative, I provided technical support for configuring data devices, routers, and phones, addressing and resolving issues in a timely manner. I'm adept at managing customer interactions and resolving complaints effectively. I am skilled in Advanced User Support, Complaint Resolution, and providing Product Information/Technical Support.  
Collaboration and Documentation: I have experience collaborating with senior IT staff and internal teams to escalate complex issues, ensure customer satisfaction, and enhance infrastructure. I maintain accurate records of IT issues and solutions, contributing to a knowledge base. 

My Education
I hold a Bachelor of Business and Information Technology, Second Class Upper, from Kabarak University (2019-2023). I am also certified in Microsoft Office Suite.  

I am a dynamic and results-oriented professional with a strong foundation in both customer care and technical support. I hold a Bachelor of Business and Information Technology and have over 2 years of hands-on experience across multiple roles where I have focused on ensuring a seamless customer experience and providing reliable technical solutions.

Core Experience in Technical and Customer Support
My professional history is defined by my ability to manage complex user interactions and provide expert technical assistance:
Customer Service Representative and Direct Sales Agent (Telkom Kenya): I managed customer interactions across various channels, providing excellent customer service and effectively resolving customer complaints. A key focus was providing technical support for customers, specifically with the configuration of data devices, routers, and phones, addressing and resolving issues in a timely manner.
IT Support Assistant (AIC Litein Mission Hospital): I provided first-line technical support, handling user inquiries and resolving software and network issues. I have hands-on experience installing, configuring, and updating critical software, including Electronic Medical Records (EMR) systems. I also collaborated with senior IT staff to escalate complex issues and enhance infrastructure.
Customer Care and Relationship Management: My background includes successfully resolving customer problems efficiently to maximize satisfaction as a Brand Ambassador. As a Relationship Officer, I developed and maintained strong client relationships, serving as the primary point of contact for financial needs and inquiries.

Key Professional Skills
My expertise is centered around ensuring customer satisfaction within a technology-focused environment:
 Customer Service: I master Complaint Resolution, Multichannel Communication (Phone, Email, Chat), Order Processing & Tracking, and Relationship Building. I have a proven ability to handle customer inquiries via phone, email, and chat, and effectively address and resolve customer complaints.
 IT Support and Systems: I possess skills in Hardware/Software Maintenance, Network Troubleshooting, User Account Management, Software Installation and Configuration, and I am proficient in Microsoft Office Suite and G-Suite.
Problem-Solving and Collaboration: I leverage strong problem-solving abilities and Team Collaboration to resolve complex issues, ensuring customer satisfaction.
I am a self-driven, customer-focused professional eager to join a fast-paced team.
 

The most relevant education I possess is my Bachelor of Business and Information Technology, Second Class Upper, from Kabarak University (2019-2023).
This degree provides the foundational knowledge for my professional experience in ICT support and technical roles.
I also hold a certification in Microsoft Office Suite, which is a core technical skill applicable across various business environments.