Mokeira Divina

A cyber security analyst and a technical support engineer, skilled in resolving complex technical issues, implementing efficient troubleshooting processes and collaborating with cross-functional teams to enhance product stability, innovative solutions and exceptional problem-solving skills, well diverse in the IT, cyber security and telecommunication field. I have strong analytical skills, ability to think strategically with good understanding of industry specific security standards, regulations and best practices.

Pre-sales and Technical Support Engineer - Cloud One Limited

(2023-01)

• Engaging with potential clients to understand their needs and recommend the most suitable telephony solutions tailored to their business requirements.
• Delivering compelling product presentations and demonstrations to promote new services at the early stages of the sales cycle.
• Managing sales inquiries, nurturing client relationships, and ensuring customers receive optimal telephony systems and support.
• Monitoring network servers and providing timely technical support to ensure uninterrupted service.
• Installing and configuring 3CX and Yeastar cloud-based PBX systems for seamless communication infrastructure.
• Troubleshooting VoIP issues, including 3CX, Yeastar PBXs, and SIP trunk configurations to maintain high service availability.
• Overseeing billing processes for talk time and other managed Cloud One telephony services.
• Creating and maintaining detailed technical documentation to support ongoing operations and knowledge sharing.
• Responding to and managing technical incidents with a focus on swift resolution and minimal service disruption.

Pre-sales and Technical Support Engineer - Redstar Africa Networks

• Supported the sales team by delivering technical expertise, tailored solutions, and engaging presentations to prospective clients on hardware-based telephony systems.
• Managed sales inquiries by promptly addressing client needs, preparing accurate quotations, and driving successful closure of the sales process.
• Monitored market trends, product developments, and competitor offerings to stay informed and maintain a competitive edge.
• Ensured all proposed solutions aligned with client requirements, delivering value-driven, customized telephony implementations.
• Conducted comprehensive training sessions for customers on both hardware and software telephony services, enabling effective system adoption.
• Built and maintained strong, long-term client relationships through proactive communication and ongoing support.
• Collaborated with cross-functional teams to ensure seamless service delivery and high levels of customer satisfaction.

Industrial Attachment - Ministry of ICT, Innovation and Youth Affairs

(2021-10 - 2021-12)

• Gained in-depth knowledge of networking concepts and infrastructure through hands-on learning and practical exposure.
• Diagnosed and resolved hardware-related issues in computers, printers, and other peripheral devices.
• Provided technical support across multiple office departments, ensuring smooth operation of IT systems and tools.
• Explored a variety of IT courses and stayed updated on emerging technology trends through IBM's learning platforms.

Certificate - Cyber Security / Ethical Hacking Training - Inceptor Institute of Technology (2022-03 - 2022-11)

BSc - ICT - Laikipia University (2017 - 2022)

KCSE - St Clare Girls' Secondary – Elburgon (2013 - 2016)

KCPE - Fr Joseph Oucho Girls' (2008 - 2012)