Lewis Mwendwa Mbithi
Information Technology (IT), Shelter And Billeting, And Service Desk Clerk
Kilifi
Summary
Transitioning from a successful career in customer service, seeking to apply honed skills in a Service Desk role. Proficient in managing high-volume inquiries and improving customer satisfaction by 99%, these transferable skills align with the demands of a tech support role. Eager to leverage experience in a new industry, setting sights on a tech company that values innovation and customer-centric service.
Overview
7
7
years of professional experience
2
2
Languages
Work History
Billeting Office / Desk Clerk
VECTRUS COMPANY V2X
06.2025 - Current
- Operated and supported daily functions of the Billeting Office under supervision of the Billeting Clerk, Lead, and Supervisor.
- Maintained an accurate inventory and tracking system for all keys assigned to housing units.
- Managed and organized filing systems for all hand receipts, ensuring accountability and compliance.
- Oversaw issuance, return, and condition tracking of housing furnishings and supplies.
- Maintained effective communication with housing representatives to coordinate check-ins, check-outs, and occupant concerns.
- Ensured all housing facilities were clean, safe, and ready for occupancy in accordance with safety and hygiene standards.
- Provided prompt and courteous customer service to all tenants and visitors.
- Supported inspection processes, occupancy reports, and updates to housing databases.
Service Desk Clerk
VECTRUS COMPANY V2X
01.2023 - Current
- Company Overview: DOS, IOM MIGRATION, Doha- QATAR.
- Provided appropriate training to Service Desk and Service Desk Technicians.
- Provided guidance and assistance to personnel in accomplishing their assigned duties and responsibilities.
- Ensured excellent customer service in addressing questions, complaints and requests in a tactful manner via telephone, email and face-to-face interaction.
- Enforced compliance with PWS and all applicable SOPs, PIOPS and IOPS.
- Ensured the reliability, completeness, and accuracy of the CMMS database.
- Oversees the preparation of CDRLs and other required/special reports.
- Monitored and provides work order status information to the Production Control Manager and/or Operations Manager for reporting to higher management.
- Set priorities, plan and organize tasks.
- Required to work rotational schedules. Example: Day, Mid or Night shift.
- Asked to work at different locations per mission requirements.
- Planned and provided day-to-day guidance to accomplish the mission.
- Understood and improve the strengths and weakness of your team.
- Dealt effectively with difficult customers.
- Anticipated and manage change and make it work for the team.
- Paid attention to detail, set, enforce and maintain high standards.
- Obtained further information for incomplete documents.
- Performed day-to-day administrative tasks such as maintaining information files and processing paperwork.
- Performed duties as the Service Desk Supervisor during his/her absence.
- Performed other duties as assigned.
- DOS, IOM MIGRATION, Doha- QATAR.
ICT Assistant/Customer Service
DAWA LIMITED
07.2018 - 04.2020
- Primary support and interface with site Information Management to ensure all Service Desk resources are utilized in the most efficient manner.
- Assisted customers with daily functions of computer, network, and software management for the site and all users.
- Provided immediate response to all customers who come to the Service Desk.
- Provided person to person interaction involves troubleshooting, information exchange and help with ticket submission and issues.
- Provided telephone customer support for incoming and follow up calls used for initial troubleshooting.
- Remedy call management software and other tools, to log and manage trouble tickets.
- Technical ability to accurately determine call routing for trouble tickets that cannot be resolved immediately at the Service Desk.
- Created logon and email accounts for customers as needed.
- Managed Network Services with Server Manager, Print Queue Management.
- Worked within a small continuous improvement focused team.
- Tracked and documents work performed to allow accurate reporting of all Service Desk activities.
- Completed all tasks and assignments as requested by Supervisors and Management.
- Utilized Windows account management tools to perform account administration, password changes, group changes, and account expiration date changes.
- Performed other duties and assignments as required.
- Other Technical IT Duties as required.
Education
Diploma - Information Technology
East Africa Institute of Certified Studies
Certificate - Computer science
Brighter College
Certificate - Secondary Education
Muvuti Boys High School
Skills
Daily Reports & Data Entry
Interests
Reading
Gym sports
Achievements Awards
Named employee of the month 3 months consecutively
Personal Information
- Passport Number: AK0862053
- Nationality: KENYAN
- Driving License: CDL VALID
Timeline
Billeting Office / Desk Clerk
VECTRUS COMPANY V2X
06.2025 - Current
Service Desk Clerk
VECTRUS COMPANY V2X
01.2023 - Current
ICT Assistant/Customer Service
DAWA LIMITED
07.2018 - 04.2020
Certificate - Computer science
Brighter College
Certificate - Secondary Education
Muvuti Boys High School
Diploma - Information Technology
East Africa Institute of Certified Studies
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