Edwin Ngari Nyaga
Vancouver,BC
Summary
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
7
7
years of professional experience
Work History
Customer Support Agent
Mbambu Communications
09.2019 - 03.2023
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Configured hardware, devices, and software to set up work stations for employees.
- Configured and tested new software and hardware.
- Installed, configured and maintained computer systems and network connections.
- Tested new software and hardware prior to deployment.
- Processed customer service orders promptly to increase customer satisfaction.
- Generated reports to track performance and analyze trends.
- Installed and configured operating systems and applications.
- Diagnosed and troubleshot hardware, software and network issues.
- Updated account information to maintain customer records.
- Offered advice and assistance to customers, paying attention to special needs or wants.
Computer Maintenance Technician
Self-employeed Part Time
01.2016 - 03.2023
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Served as backup for staff members, responding to system failure and maintenance emergencies.
- Patched software and installed new versions to eliminate security problems and protect data.
- Configured and tested new software and hardware.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Offered assistance in implementing and developing training programs.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Installed, configured and maintained computer systems and network connections.
- Tested and installed motherboards, processors, and graphics cards on desktops and laptops for corporate staff.
- Linked computers to network and peripheral equipment.
- Recommended new and replacement hardware and software purchases.
- Configured hardware, devices, and software to set up work stations for employees.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Installed and configured operating systems and applications.
- Tested new software and hardware prior to deployment.
- Developed and implemented preventive maintenance procedures.
- Performed installation, maintenance and repair for complex internal computer hardware and various software applications.
CCTV Installation Technician
Part Time -self Employed
01.2016 - 02.2023
- Communicated effectively with customers, answering questions and concerns regarding systems.
- Applied effective time management techniques to meet tight deadlines.
- Worked effectively in fast-paced environments.
- Worked flexible hours across night, weekend and holiday shifts.
- Paid attention to detail while completing assignments.
- Organized and detail-oriented with a strong work ethic.
- Read and understood product manuals and blueprints.
- Educated customers on preventive care and regular maintenance to prevent system malfunctions.
Fiber Optic Technician
Mbambu communication subcontracted byCamusat Kenya
Kenya
02.2017 - 08.2019
- Coordinated installation of new users and relocations of existing users.
- Responded to service requests during and after business hours.
- Adhered to safety policies and procedures to install or remove IP set-top devices, optical network terminals and wireless access points.
- Read blueprints and schematics to correctly place equipment.
- Installed and configured new devices and system components.
- Planned layouts and ran cable into buildings and through walls, attics, and crawl spaces.
- Developed strong organizational and communication skills through coursework and volunteer activities.
- Gained strong leadership skills by managing projects from start to finish.
- Proved successful working within tight deadlines and a fast-paced environment.
- Delivered services to customer locations within specific timeframes.
- Performed troubleshooting and equipment testing to identify and correct problems end to end and network-wide.
- Worked closely with network administrators and server engineers to deliver quality service.
Computer Technician
Mbambu Communications
12.2015 - 01.2017
- Explained diagnostic findings to customers and outlined repair or service options.
- Streamlined repair processes to minimize day-to-day downtime and increase overall productivity.
- Trained customer employees and managers on machine use and maintenance.
- Diagnosed and troubleshot problems, repairing, and restoring machines to peak performance.
- Documented changes and actions in computer-based tracking system.
- Refurbished PC systems and peripherals such as monitors, networking equipment, printers, and more.
- Updated and replaced outdated drivers and software for computers and office machines.
- Linked computers to network and peripheral equipment.
- Assisted customers with technical support inquiries.
- Performed installation, maintenance and repair for complex internal computer hardware and various software applications.
- Recommended new and replacement hardware and software purchases.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Tested and installed motherboards, processors, and graphics cards on desktops and laptops for corporate staff.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.
Education
Associate of Science - COMPUTER SOFTWARE ENGINEERING
Hemland College of Professional Technical Studies
Kenya12.2015
High School Diploma -
Mutuma High School
KENYA12.2013
Skills
- Customer Service
- Agent Support
- Customer Inquiries
- Computer Proficiency
- Call Center Operations
- Team Support
- Data Entry
- Store Maintenance
- Technical Support
- Customer Consulting
- Active Listening
- Technical Support and Assistance
- cctv installation
- computer maintenance
- fibre installation
- fibre splicing
Accomplishments
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
Timeline
Customer Support Agent
Mbambu Communications
09.2019 - 03.2023
Fiber Optic Technician
Mbambu communication subcontracted byCamusat Kenya
02.2017 - 08.2019
Computer Maintenance Technician
Self-employeed Part Time
01.2016 - 03.2023
CCTV Installation Technician
Part Time -self Employed
01.2016 - 02.2023
Computer Technician
Mbambu Communications
12.2015 - 01.2017
Associate of Science - COMPUTER SOFTWARE ENGINEERING
Hemland College of Professional Technical Studies
High School Diploma -
Mutuma High School
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