Broadrick Aliwa

As a Technical Support Specialist at Tax Goddess Business Services, I am dedicated to enhancing our organisation's technical infrastructure, security, and client satisfaction. My role involves providing top-notch technical support, streamlining client onboarding processes, and championing diversity and inclusion initiatives. Key Contributions: • Security Enhancement: Conducted thorough research and created actionable documentation to strengthen our technology infrastructure's security posture. • Software Evaluation: Implemented a robust evaluation process for software, ensuring compliance with GDPR, HIPAA, ISO 27001, and SOC 2 Type 2 standards to safeguard organizational data. • Onboarding Optimization: Analyzed and improved pre-onboarding procedures, streamlining the integration process for new hires. • Benchmarking: Conducted a comprehensive benchmark of similar tax and financial firms, identifying opportunities to optimize internal processes. • Innovation Research: Investigated the impact of Tax Technology innovation and Artificial Intelligence in the tax industry, preparing reports to empower strategic decision-making. • DEI Advocacy: Researched and promoted the importance of diversity, equity, and inclusion (DEI) in tax and financial firms, highlighting its positive impact on the IT environment. My data-driven approach ensures that client and staff satisfaction is at the forefront of our IT operations. By developing and facilitating surveys and collecting user experience data, I continuously strive to improve our technology platforms and services.

Acted as a key contact for TeamMate software technical requests globally. I interacted with customers in EMEA, USA, Asia Pacific, and Africa Central regions. I worked hand in hand with the team to provide consultation and support, communicate effectively to convey technical support. Developed tests and technical solutions to ensure delivery of improved Enterprise IT services to 70+ support cases monthly, with a 95% success rate. ▪ Enhanced Help Desk services, reducing solution time within the assigned region by at least 30%. ▪ Drove service delivery and improved Enterprise IT services and products to at least 25000+ end users in a fast-paced IT firm with 500+ corporate customers. ▪ Successfully set up software for 5 Middle Eastern clients and completed the setup for Alinma Bank for their production and development environments. ▪ Assisted in over 100 client software setups and upgrades within the Africa region by providing IT support services, troubleshooting, and ensuring efficient system operation. ▪ Provided software training to 20+ clients within EMEA and Africa regions, equipping them with techniques on monitoring backlog tickets, performing problem cause analysis, and resolving networking issues. ▪ Adequately sort data in Salesforce through Queue assignation of support tickets to ensure adequate data management hence no record duplication. I was able to record and keep track of 3000+ tickets.