Philip Izak

Tech-savvy and customer-focused ICT & Technical Support Professional with experience in call center operations, virtual reality systems, fibre optic support, and ICT training. Strong ability to handle technical troubleshooting, user support, and customer communication in fast-paced environments. Skilled in VR system operation, fiber-optic diagnostics, ICT instruction, CRM systems, and digital tools including AI/ChatGPT for automation and problem-solving.

Known for reliability, quick learning, and delivering high-quality service across technical and customer-facing roles. Seeking a position where I can apply my ICT, technical support, and communication skills to drive efficient service delivery.

Call Center - Esken Business Solution

(2025-03)

• Respond to high-volume inbound and outbound calls, ensuring professional and timely customer support.
• Assist clients with inquiries, service requests, complaints, and issue resolution according to company SOPs.
• Document customer interactions accurately in CRM systems for follow-up and reporting.
• Provide product/service information and guide customers through required processes.
• Escalate unresolved issues to the appropriate departments and ensure proper follow-up.
• Maintain high-quality customer experience through empathy, clarity, and problem-solving skills.
• Meet daily performance targets, including call handling time, customer satisfaction, and service accuracy.

Virtual reality instructor - Gmc place kitengela

(2023-04 - 2025-02)

• Guided guests and children through immersive virtual reality experiences and ensured safe equipment use.
• Demonstrated VR gaming and learning systems, offering step-by-step instructions for first-time users.
• Monitored equipment performance and reported technical or safety issues to the supervisor.
• Assisted in setting up VR stations and maintaining a clean, organized, and engaging activity area.
• Supported customer service by answering questions, resolving minor concerns, and enhancing visitor satisfaction.
• Ensured all VR activities followed safety and operational procedures at all times.
• Recorded session numbers, user activity, and daily performance metrics for reporting purposes.

ICT ASSISTANT LECTURER - INTERNSHIP - Vision Empowerment Training Institute

(2023-08 - 2023-12)

• Delivered introductory and intermediate ICT lessons covering computer applications, digital literacy, and basic programming modules.
• Prepared and administered lesson plans, training materials, and assessments aligned with institutional curriculum.
• Supported students with practical computer lab sessions, troubleshooting, and hands-on digital skills.
• Provided academic guidance, mentoring, and one-on-one support to improve student performance.
• Assisted with ICT administration tasks including system setup, maintenance, and lab organization.
• Ensured compliance with institutional academic standards, attendance tracking, and class records management.

Fibre optic technician support - Kitengela individual contractor teams

(2022-01 - 2022-12)

• Supported fiber-optic installation, splicing, testing, and troubleshooting at client sites.
• Conducted field surveys and assisted in laying fibre routes and ducts.
• Used tools such as OTDR and power meters to verify signal strength and link quality.
• Resolved connectivity faults and restored network stability for residential and business clients.
• Documented installations, repairs, and site reports for project supervisors.

Diploma - ICT - Vision Empowerment Training Institute (2021-03 - 2023-03)

Kenya Certificate of Secondary School - Brother Nicholaus High School (2015-01 - 2018-12)

Kenya Certificate of Primary School - Alupe Best and Bright Academy (2007-01 - 2014-12)