William Okello

Customer Success and SaaS Operations professional with 10+ years of experience delivering high-impact, multichannel support and onboarding for global clients. Proven ability to lead technical support teams, drive SLA performance, and build long-term customer relationships in fast-paced remote environments. Adept at leveraging CRM and ticketing systems (Jira, Zendesk) to optimize service delivery and customer satisfaction.

Passionate about using technology to create seamless, scalable customer experiences.

Technical Consultant – Global Support - AARO East Africa

(2021-06)

• Led customer onboarding and 24/7 global technical support for international clients on the AARO SaaS platform, consistently resolving 90%+ of cases within SLA timelines.
• Managed 20+ Jira Service Desk tickets daily, ensuring accurate logging, prioritization, and routing to relevant technical teams.
• Partnered with product and senior technical teams to resolve escalated cases, achieving a 15% reduction in escalation rates and measurable improvement in customer satisfaction scores.
• Reduced customer downtime by up to 20% through rapid response protocols and proactive issue management.
• Channeled customer feedback to the product management team, contributing to faster resolution of recurring platform issues and continuous service improvement.

IT & Systems Administrator - Secutec Ltd

(2017-01 - 2021-06)

• Facilitated seamless technology adoption for 20+ users, improving workflow efficiency and supporting operational expansion goals.
• Led hardware and software implementations that boosted service efficiency by 15% and strengthened customer support quality.
• Managed IT helpdesk, resolving and documenting 20+ tickets per week and improving team knowledge-sharing.
• Assisted in software and network upgrades, cutting system transition time by 20% and improving user adoption rates.
• Managed control room operations with 100% compliance with operational guidelines.

IT Assistant - Upper Hill Medical Center (UHMC)

(2016-03 - 2016-12)

• Implemented network security measures achieving 100% compliance with company safety standards.
• Maintained repair logs and maintenance schedules, reducing repeated faults by 20% through proactive monitoring.
• Rolled out hardware and software solutions improving workflow efficiency and customer service response times by 15%.

IT Intern – ICT Department - Standard Group Ltd

(2015-04 - 2015-10)

• Installed and configured OS environments (Linux, Windows 7–10) on 30+ user devices, ensuring smooth deployment.
• Provided first-level help desk support to 200+ employees, improving response times and user satisfaction.
• Troubleshot AVAYA telephone lines and office printers, reducing communication and printing downtime by 25%.

Bachelor of Science - Business Information Technology - Jomo Kenyatta University of Agriculture and Technology (JKUAT) (2015)