Larry Nkacha

Sr Application Support Engineer

• Maintained up-to-date knowledge of industry trends and emerging technologies, applying this expertise to drive continuous improvement in the support process.
• Enhanced system performance by troubleshooting software issues.
• Resolved critical technical problems for clients, improving overall customer satisfaction.
• Managed multiple high-priority projects simultaneously, maintaining focus on quality and deadlines.
• Document technical issues and solutions to enable tracking history and maintain accurate logs.
• Mentored junior support engineers to improve their technical skills and problem-solving abilities, fostering a strong support team environment.
• Reduced ticket resolution time by creating comprehensive documentation of common issues and resolutions.
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CX QA SAAS Engineer

• Enhanced software quality by developing and implementing comprehensive testing strategies.
• Advanced departmental knowledge-sharing by training new QA Engineers on company-specific testing methodologies and tools.
• Optimized test coverage by maintaining a well-organized, up-to-date library of test cases corresponding to application requirements changes over time.
• Collaborated with developers to identify and resolve software issues, leading to higher product reliability.
• Documented and developed engineering procedures and processes.

• Responsible for installing, training engineers and sales team
• Troubleshooting network / software issues
• Attending different trades shows around the world and doing demos so as to help generate business
• Setting up equipment for trade shows and making sure they function properly
• Attending business meetings and providing technical expertise so as to help close business deals faster
• Responsible for setting up proof of concepts
• Working with the engineering team on how to improve the products based on the feedback on issues identified from field observations and customer feedback and also contributing to the road map
• Creating quotations as per the customer’s request
• Respond to various request for proposal, request for information and request for quotation
• Provide technical support and creating wiring diagrams
• Act as an escalation point for unresolved technical issues in Emea
• Coordinating the installation of large displays, installing software and calibrating the touch displays
• Managing projects at different location and also doing commissioning

• Create responses to correspondence, handle assignments and problems such as application problems and barcode hardware issues
• Creating customized JavaScript for barcode scanners as per customers’ specification
• Responsible for the coordination of return merchandise authorization (RMA)
• Respond to customer inquiries regarding technical issues and also managing inventories
• Responsible for training engineers onsite
• Setting up proof of concepts (POC)
• Attending trade shows and performing demos
• Creating extension files (.crcss, .bat, .crb) to program barcode readers
• Creating quotations for customers
• Served as a go-to technical expert within the organization on multiple occasions, providing timely guidance and input during critical decision-making moments.

• Coordinate with other departments (business Managers, field Service, field Applications support teams, and operations) for outages management and issue resolution
• Dedicated Engineer assigned to VIP Accounts
• Troubleshoot and determine resolution for escalated cases
• Provide advice to organizations on the best antivirus and firewalls measures to implement
• Work directly with system administrators to remediate systems to prevent incidents of compromise
• Provide cyber incident reports as required to leadership, work hand in hand with system administrators regarding user account data including rights, security and systems groups
• Identify and implement improvement measures to remedy security vulnerabilities or issues
• Evaluate documented resolutions and upgrading the documentation if needed and adding it to the Knowledge base

• Managing a pipeline of over 500 Masters Students with their application process
• Assisting them with required documentation, representing and recommending individual cases to the admission committee
• Conducting sale calls to prospective Master’s students, who have requested information and advising them on how the university can meet their educational and career needs
• Consulting directly with Master’s applicants and closing contracts ranging between 14000- 40000 USD
• Delivering quarterly targets of up to 150K
• Maintaining relationships with students and advising them on various educational programs that may suit their goals
• Furthermore assisting them in establishing their budget for their educational program
• Registering study contracts and following up on required payments and cross-selling other programs if a need arise

• I was part of the engineering team and I was responsible for Solving technical issues with customers in Europe, USA, Africa, Asia (Emea) and educating them on how to protect their data
• Setting up new users accounts and profiles and dealing with password issues
• Performing networking maintenance for the company and securing data using necessary encryption software and making sure the company’s data was not venerable to treats
• Diagnosing computer problems, monitoring computer processing systems, installing software and performing tests on computers
• Recovering data from hard drives
• Providing support, troubleshooting and configuring Western Digital Network storage devices (NAS) hard drives, servers, media players for customers and writing user manuals for new devices
• Verifying customer details, credit card details, warranty checks and replacing products under warranty
• Filing reports regarding technical issues if they come up
• Creating scenarios and solutions for Western Digital devices and escalating them to a higher level so as to develop solutions in order to avoid future issues