Brook Miles

IT professional with a Diploma in Information Technology and hands-on experience in IT support, front-end development, and database management. Skilled in troubleshooting, network administration, and WordPress plugin development, with additional experience in customer relationship management, account rehabilitation, and negotiation gained through a background in debt collection and recovery. Proficient in Microsoft Office Suite, MySQL, and Microsoft Access, with practical application development experience using Visual Studio Code.

IT Support Technician at Defence Forces Memorial Hospital (2025-01 – 2025-06)

• Provided IT support during deployment of a new Hospital Information System (HIS) and installation of server infrastructure, ensuring a smooth transition to the new environment
• Assisted in the installation, configuration, and deployment of servers and related network infrastructure
• Supported implementation of the hospital management system by configuring workstations and resolving user issues
• Performed hardware and software installation, troubleshooting, and maintenance for desktops, printers, and other IT equipment
• Provided technical support to hospital staff, including user account setup, system configuration, and issue resolution
• Worked closely with senior IT engineers to ensure minimal downtime during migration and rollout of new systems

Accounts Manager – Debt Collection & Recovery Specialist at NCBA Bank (2024-11 – 2024-12)

Internally promoted from KCB Bank

• Managed a high-volume portfolio of delinquent accounts, consistently exceeding monthly recovery targets and reducing the bank's non-performing loan (NPL) ratio
• Employed a consultative approach to negotiate and structure sustainable repayment plans, hardship arrangements, and settlements
• Conducted all collection activities in strict adherence to company guidelines and fair debt collection practices
• De-escalated high-tension situations through empathetic communication and active listening, converting antagonistic interactions into cooperative solutions
• Tracked client interactions and payment promises; generated detailed weekly reports on recovery trends, account status, and risk for management review

Debt Collection Agent at KCB Bank

• Identified and flagged accounts with strong rehabilitation potential, providing detailed notes for effective handover to senior collectors
• Built a strong foundation in customer service excellence and regulatory compliance, contributing directly to team recovery performance
• Recognized by management for persistence, professionalism, and communication skills, leading to promotion to NCBA Bank

IT Support Intern at Milimani Law Courts (2024-04 – 2024-10)

• Provided technical assistance for the court's online filing system, helping staff and external users resolve digital submission issues
• Supported call center operations by addressing user inquiries and guiding callers through the court's digital offerings, improving response times and user satisfaction
• Established and maintained the local area network (LAN), including configuring routers and switches, installing network security measures, and performing routine maintenance
• Provided on-site support for hardware issues (printers, scanners, computers) and assisted with software updates for security and functionality
• Participated in IT networking sessions with experienced professionals to expand knowledge of IT infrastructure and best practices

Diploma in Information Technology – KCA University, Nairobi – Thika Road Campus (2022-09 – 2024-03)