I'm a web developer with a background in tech support and a passion for creating clean, responsive websites. I am the builder and maintainer of two dynamic PHP/MySQL web platforms with end-to-end involvement in development, hosting, and maintenance. I have experience in resolving technical support tickets and merchant platform issues efficiently within SLA across multiple environments. I am proactive in investigating and resolving transaction discrepancies and managing platform incidents, leading communication during outages, and ensuring thorough documentation and tracking.

Marlene Wamalwa

I'm a web developer with a background in tech support and a passion for creating clean, responsive websites. I am the builder and maintainer of two dynamic PHP/MySQL web platforms with end-to-end involvement in development, hosting, and maintenance. I have experience in resolving technical support tickets and merchant platform issues efficiently within SLA across multiple environments. I am proactive in investigating and resolving transaction discrepancies and managing platform incidents, leading communication during outages, and ensuring thorough documentation and tracking.

Available to hire

I’m a web developer with a background in tech support and a passion for creating clean, responsive websites. I am the builder and maintainer of two dynamic PHP/MySQL web platforms with end-to-end involvement in development, hosting, and maintenance.

I have experience in resolving technical support tickets and merchant platform issues efficiently within SLA across multiple environments. I am proactive in investigating and resolving transaction discrepancies and managing platform incidents, leading communication during outages, and ensuring thorough documentation and tracking.

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Experience Level

Expert
Expert
Expert
Expert

Language

English
Fluent
Swahili
Fluent

Work Experience

Technical Support
October 1, 2023 - Present
Resolved technical support tickets and merchant platform issues within SLA across multiple environments. Investigated and resolved transaction discrepancies by querying audit logs. Tracked mobile network downtimes and platform incidents using tools like Pawapay. Led merchant communication and status updates during outages. Escalated recurring bugs to engineering and ensured proper documentation and tracking. Authored FAQs and merchant help articles to streamline issue resolution and reduce ticket volume. Compiled weekly incident recap reports to identify recurring issues and suggest product improvements.

Education

Bachelor of Information Systems & Technology at United States International University
September 1, 2019 - September 1, 2024

Qualifications

Software Development Certification
January 11, 2030 - August 4, 2025

Industry Experience

Computers & Electronics, Retail, Software & Internet
    paper Closet Culture

    Kenyan online fashion marketplace and platform that allows users to buy and sell pre-loved and new clothing, accessories, shoes, and bags.

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