John Mbuthia

IT professional with a BSc in Mathematics and Computer Science and two years of experience across systems administration, operations, and customer support. What stands out most about how I work is how quickly I get useful in new environments, and how I approach problems that do not have an obvious solution. Both roles I have held put me in situations where I had to figure things out independently, often without a manual or a senior colleague to ask.

That environment shaped how I think: adapt fast, find the most direct path through the problem, and keep moving. I bring that same mindset into every role I take on.

Customer Service Executive Representative — Zuku Fibre Campaign at Nakama (2026-04 – 2026-07)

Handled customer interactions on behalf of Zuku Fibre, resolving queries, providing information, and ensuring customers received prompt, accurate, and courteous service. Contract ended July 1, 2026.

• Responded to customer calls and inquiries regarding Zuku Fibre services, addressing concerns clearly and professionally
• Troubleshot and resolved customer issues, escalating complex technical matters to the appropriate teams when needed
• Maintained accurate records of customer interactions and followed up to ensure resolutions were completed
• Worked within set performance targets while maintaining a calm, patient, and customer-first approach
• Communicated effectively with customers from diverse backgrounds, adapting tone and explanation to suit each person

System & Network Administrator at Quiver Lounge (2024-05 – 2024-08)

Responsible for the day-to-day running of all technology systems, ensuring staff had reliable access to the tools they needed without interruption.

• Kept network and connectivity systems running reliably, stepping in quickly whenever issues arose to minimise disruption to daily operations
• Managed user accounts and system access across multiple platforms, ensuring everyone had what they needed while keeping sensitive areas properly protected
• Put clear security measures in place to protect the organisation's data and systems, making sure access was appropriate and well controlled at all times
• Looked after the organisation's databases, keeping information safe, regularly backed up, and performing well so the business could always depend on it
• Responded promptly and patiently to staff requests and technical problems, working through each issue carefully until it was fully resolved
• Maintained thorough records of all equipment and procedures so that nothing was overlooked and knowledge remained accessible to the whole team
• Wrote clear, practical guides and documentation that made it easier for colleagues to understand systems and handle everyday issues confidently
• Worked closely with external suppliers to source equipment and services, building good working relationships and ensuring timely, cost-effective delivery

Operations & Customer Support Assistant at Jefigs Credit (2023-05 – 2023-09)

Supported daily operations at a licensed microfinance company, combining customer communication with system monitoring to keep the business running smoothly.

• Monitored vehicle and asset locations using the company's GPS tracking system, flagging anomalies and keeping location records current and accurate
• Made outbound calls to customers to confirm and remind them of their upcoming loan repayment dates, maintaining a professional and courteous tone in all interactions
• Kept detailed records of customer communication and repayment status, ensuring information was accurately captured and accessible to the relevant team members
• Worked closely with the operations team to ensure customer information in the system matched daily tracking activity, identifying any discrepancies and escalating where needed

BSc in Mathematics and Computer Science – Kirinyaga University (2024-09)

Kenya Certificate of Secondary Education (KCSE) – Chepsaita Secondary School (2019-11)