Jonathan Mutune

Technical Support Engineer and Solutions Engineer with 4+ years of experience troubleshooting enterprise applications, resolving customer incidents, and supporting complex system integrations across multi-country environments. Experienced in incident management, root-cause analysis, API troubleshooting, database investigation, system configuration, and production support. Skilled in REST APIs, JSON/XML, SQL/PLSQL, Oracle Hospitality platforms, ERP/POS systems, and cloud environments.

Strong ability to investigate unclear technical issues, reproduce problems, analyze evidence, communicate with customers, and deliver validated solutions with clear documentation.

Software Consultant | Solutions Architect (Cloud & Integration) - Novacom Systems Ltd. - East & Central Africa

(2024-02)

• Provide technical support and troubleshooting for Oracle Hospitality Opera Cloud and Opera V5 enterprise environments.
• Manage customer incidents using Topdesk, owning cases from logging through investigation, resolution, validation, and closure.
• Use Bomgar remote support to troubleshoot customer environments and resolve application, configuration, and integration issues.
• Track customer communication and case information using Zoho support workflows.
• Investigate production issues through system analysis, configuration reviews, database checks, integration tracing, and error investigation.
• Troubleshoot REST API integrations by analyzing requests, responses, JSON/XML payloads, and communication failures.
• Develop and maintain PL/SQL integration services supporting enterprise data exchange.
• Document incidents, root causes, resolutions, and troubleshooting procedures.

Software Consultant | Solutions Architect (Cloud & Integration) - Novacom Systems Ltd. - East & Central Africa

(2024-02)

Achievements

• Delivered 10+ enterprise implementations across multiple countries.
• Resolved complex issues involving integrated hospitality, ERP, and financial systems.

Technical Lead & Solution Engineer - Dejavu Technologies Ltd. - Kenya

(2021-02 - 2023-05)

• Supported and implemented ERP, POS, and fiscal systems for business customers.
• Diagnosed software, hardware, database, network, and integration issues.
• Investigated failures through configuration reviews, transaction analysis, and system troubleshooting.
• Supported API integrations and enterprise application deployments.
• Worked directly with customers to reproduce issues and deliver technical solutions.
• Provided technical training and documentation to improve system adoption.

Technical Lead & Solution Engineer - Dejavu Technologies Ltd. - Kenya

(2021-02 - 2023-05)

Achievements

• Reduced system downtime through improved troubleshooting and deployment practices.
• Improved solution reliability across customer environments.

Fiscal Hardware Technician - Dejavu Technologies Ltd. - Nairobi, Kenya

(2020-02 - 2021-02)

• Provided technical support, diagnostics, and maintenance for fiscal systems and customer environments.
• Troubleshot hardware and software issues to restore customer operations.
• Supported deployment and integration of business systems.