Leonard Tsotsi

Competent and self-motivated Information Technology Professional with expertise in evaluating user needs and system functionality and ensuring that ICT facilities meet user needs, providing ICT users with appropriate support and advice and managing crisis situations, which may involve complex technical hardware and software problems. Highlights of my experience include; handling project management functions, managing relationships with clients and stakeholders, carrying out system testing and bug resolution, handling offsite and onsite processes by providing efficient technical customer support, overseeing successful end of month and end of year processes. I have been able to work offsite in different countries beside Kenya offering online support to clients in Nigeria, Malawi, Uganda and Ethiopia.

Quality Assurance System Engineer - E&M Technology House Limited

(2023-12)

• Execute manual test cases to ensure software reliability.
• Collaborating with developers and product teams to define test plans and strategies.
• API testing and validate backend functionalities.
• Identifying and reported software defects using JIRA, improving bug resolution efficiency.
• Assisting in UAT (User Acceptance Testing) with stakeholders to validate product readiness.
• Creating comprehensive test documentation, including test cases and defect reports.
• ensuring timely delivery of high-quality software.
• ensuring seamless user experiences
• Performed regression, functional, and usability testing.
• Collaborated with developers and product teams to resolve issues efficiently.
• Improved testing processes, reducing production bug

System support Engineer - Craft Silicon

(2019-04 - 2023-12)

• Carried out System Testing and Bug Resolution.
• Implemented Bankers Realm Microfinance System for new clients.
• Ensured successful data conversion from the old system to Bankers Realm System.
• Handled the Offsite and Onsite process.
• Trained clients on the use and maintenance of Bankers Realm Microfinance System.
• Troubleshot, replicated, and provided solutions to clients' system challenges.
• Managed customer databases, which include running SQL upgrades, configuring maintenance plans, and verifying back- ups were completed.
• Maintained vendor relationships and manage the backup schedule.
• Providing advice and assistance on installation, application, configuration of software
• Manages queue to provide the highest level of customer service within standard support guidelines
• Liaising with software developers for providing customer solutions
• Responds quickly to customer requests for escalations by contacting the owning engineer's manager
• Providing prompt assistance and accurate feedback to device users
• Provide assistance and input into the planning and implementation of software development projects to both internal business units and external customers
• Working with customers, internal technicians, and product development teams to coordinate and support deployment of connectivity services to the customer site
• Working as interface between software development and service teams in order to find efficient solutions for issues
• Provide off-hours customer support via cellular telephone as scheduled, Any desk and team viewer software's

Personal Financial Advisor - Family Bank

(2014-11 - 2018)

• Providing accurate product related information to all the Bank's customers (potential and existing) to enable customersmake an informed decision.
• Selling and Marketing Insurance Life Products (general insurance i.e. motor insurance, stock, personal accident, homes, domestic packages) assigned Bank products in a proper, professional and efficient manner.
• Managing business growth through aggressive Customer acquisition & Customer retention, achieve sales targets and growing market share.
• Key Account Management – Including Client visits, query resolution, cross sales, telephone pitching, customizing banking solutions and new business pitching.
• Promptly and accurately respond to customer queries and complaints within the prescribed timelines including escalation of customer related matters where appropriate.
• Implemented new strategies to maintain existing Customer accounts including customer survey, courtesy calls and visits.
• Participated in product campaigns to ensure product information was readily available to customers.

Technician / Sales Assistant - Amatec Computers Limited

(2013-06 - 2014-11)

• Diagnosed and troubleshooting technical issues, including account setup and network configuration
• Asked customers targeted questions to quickly understand the root of the problem
• Researched and identified solutions to software and/or hardware issues
• Installed and maintained computer systems and networks aiming for the highest functionality.
• Train users of the systems to make appropriate and safe usage of the IT infrastructure.
• Maintained and repaired technological equipment (e.g. routers) or peripheral devices
• Installed well-functioning LAN/WAN and other networks and managed components (servers, IPs etc.)
• Managed security options and software in computers and networks to maintain privacy and protection from attacks.
• Performed other duties as assigned such as Marketing, Administration, Financial Management and prepared sales reports.

Computer Technician - F-Tech Computers

(2009-08 - 2010-06)

• Computer operations, user and desktop support (hardware and software), helpdesk, and data management.
• Performed a variety of moderately complex information technology support duties to ensure smooth delivery of technology services.
• Monitored, operated and assisted others in the operation of computer hardware, software, and peripherals in order to achieve desired results.
• Utilized computer equipment, software and diagnostic tools to perform a broad range of customer assistance, production job processing, equipment maintenance and repair and computer operations assignments. Requires minimum supervision and may act as lead when the need arises.
• Sets up and configured desktop computers, peripherals and accounts assigning security level.
• Tested programs; updates antivirus, runs drivers, replaced broken hardware and machinery needed.
• Trouble shoot, diagnosed problems, implemented corrective action procedures within prescribed guidelines and/or escalates to other technical resources as appropriate.
• Acted as a Customer liaison for the computing operation, communicating, resolving, and/or initiating the resolution of problems and concerns.
• Configured hardware and software, setting up peripherals such as printers or routers, repairing equipment, and providing daily support for computer network users.

Computer Tutor - Bites Limited

(2011-06 - 2012-12)

Sales Executive - Ad network Africa Limited

(2009-08 - 2010-06)

Stores Manager - Amatec Computers Limited

(2009-01 - 2009-08)

Diploma - Technical Education Programme (TEP) – Information Technology - Elgon View College (2010-07)

Certificate - Computer Applications - Loomerg Training Centre (2006-01)

Kenya Certificate of Secondary Education - Eldoret Harambee Secondary School (2003)