Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

EUGENE KAMAU

Sacramento,CA

Summary

Dedicated IT Support Specialist with several years of experience in troubleshooting and resolving complex technical issues across macOS, Windows, and Linux environments. Skilled in hardware diagnostics, software installation, and providing exceptional customer service. Adept at delivering remote support, documenting technical solutions, and ensuring user satisfaction.

Overview

7
7
years of professional experience
1
1
Certification

Work History

MacOS Technician

Apple
12.2021 - 04.2024
  • Performed responsibilities related to the Trade In department's processing and management of MacOS devices.
  • Conducted visual inspections of devices to identify physical damage or defective units
  • Ran and conducted quality tests to verify device functionality
  • Deleted customer data and reinstalled up-to-date macOS software via host device for eligible units
  • Screening and documenting each step of the process using Apple's internal tracking software to ensure quality control and accountability.

Customer Support Specialist

HubSpot, Inc.
08.2020 - 09.2021
  • Assisted Customers in their business growth using Hub Spot
  • Delivered human and consultative support experience through creative problem-solving, technical expertise, and in-depth knowledge of Hub Spot software
  • Provided API and admin support for customer inquiries.
  • Guided customers throughout the deployment process, while setting up automated email campaigns
  • Guided and provided customers with thorough explanations on product features

Help Desk Associate

ECHELON IT
Sacramento, CA
12.2018 - 05.2020
  • Serve as the initial point of contact for users, diagnosing and resolving technical issues related to hardware, software, and network connectivity.
  • Log, track, and prioritize support requests using a ticketing system, ensuring timely resolution and clear communication with users.
  • Offer guidance and troubleshooting for common user issues, including password resets, software installations, and basic IT queries.
  • Identify complex issues that require advanced technical expertise and escalate them to the appropriate team, ensuring a seamless handoff and follow-up.
  • Maintain accurate records of user interactions, troubleshooting steps, and solutions in the knowledge base to support continuous learning and improvement within the team.

Tier 1 Technical Support Advisor

APPLE
10.2017 - 02.2018
  • Managed technical support functions and ensured customer satisfaction through excellent problem solving and IT support for diverse Apple products, while also aiding in troubleshooting software application issues.
  • Performed system analysis and testing on Apple applications and products to mitigate technical malfunctions
  • Coordinated multiple installations and systemizations for computer programs and systems
  • Managed and validated software, configuring and setting up applications on user workstations.

IT Field Technician

Risen bits
07.2017 - 08.2017
  • Represented the organization by performing on-site installations, maintenance, and repairs of servers and network hardware at client locations.
  • Replaced display of blood pressure kiosk, upgraded P.O.S system for businesses and store fronts, installed and mounted network in office building, set up computers for computer room.
  • Delivered exceptional service and support to customers during on-site visits
  • Diagnosed errors and technical problems, identifying effective solutions.
  • Operate vehicle utilizing safe practices and field automation systems.

Education

High school diploma -

Bella vista high
01.2011

Skills

  • Technical Support
  • Hardware diagnostics
  • Application support
  • Advanced troubleshooting
  • Remote Support
  • Technical Documentation
  • Software Installation
  • Root Cause Analysis
  • User Training
  • Customer Service

Certification

  • Google Technical Support Fundamentals Certification | Coursera.

Timeline

MacOS Technician

Apple
12.2021 - 04.2024

Customer Support Specialist

HubSpot, Inc.
08.2020 - 09.2021

Help Desk Associate

ECHELON IT
12.2018 - 05.2020

Tier 1 Technical Support Advisor

APPLE
10.2017 - 02.2018

IT Field Technician

Risen bits
07.2017 - 08.2017

High school diploma -

Bella vista high

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EUGENE KAMAU