Vincent Omondi Owuor

Customer Experience Agent and Junior Cloud Developer dedicated to building reliable, cost-effective cloud systems and delivering empathetic technical support. Guided by the AWS Well-Architected Framework, experienced in managing customer support operations via Ameyo & Atlas CRM, resolving technical escalations through Jira, and engineering high-uptime web platforms like Livio.

Core Technical Capabilities

Application Engineering

Building intuitive, production-ready software applications that streamline business and management workflows.

Cloud Architecture

Architecting high-availability, cost-optimized cloud setups with automated infrastructure and Linux administration.

Customer Ops & Support

Managing inbound channels (Ameyo), account dispositions (Atlas CRM), and technical escalations (Jira).

System Reliability

Engineering secure mobile payment integrations (M-Pesa) with idempotent handling to ensure transaction correctness.

Professional Competencies

Customer Empathy & Active Listening: Driven by d.light's mission to transform lives by listening attentively and resolving customer issues with care.
Technical Escalation Management: Skilled at diagnosing root causes, logging structured tickets in Jira, and escalating edge-cases for rapid resolution.
Outcome-Oriented Development: Focusing on practical software features that streamline administrative workflows and eliminate manual overhead.
Clear Technical Communication: Translating complex system behaviors into plain, understandable guidance for customers, team members, and non-technical stakeholders.

Professional Experience

Customer Experience Agent Jul 2026 - Present

d.light | Nairobi County, Kenya (Hybrid)

Manage inbound customer interactions and web calls using Ameyo, delivering prompt product, account, and service support.
Update customer records, log call dispositions, and handle daily account ticketing within Atlas CRM.
Investigate, document, and escalate complex technical service cases using Jira for resolution with senior engineering teams.
Support customers through PAYGO token activations, payment inquiries, and solar system troubleshooting with patience and empathy.

Junior Software Engineer Apr 2026 - Present

Pronic ™ | Nairobi County, Kenya (Remote)

Engineered key modules for the Livio property management platform (Angular, NestJS, MySQL), streamlining property and tenant management.
Translated real-world business requirements into intuitive, reliable software workflows.
Collaborated on performance optimization, automated tests, and live production deployments at livio.proniclabs.co.ke.

Software Engineering & IT Attachee May 2025 - Aug 2025

Optimum ERP Systems Ltd. | Nairobi, Kenya

Developed backend services and user interfaces for a school management ERP (C# & ASP.NET MVC), improving administrative data processing.
Configured role-based access controls to safeguard sensitive student and administrative records.
Participated in Agile sprint planning, code reviews, and daily standups to maintain high software quality.

Industrial Trainee (IT Support) May 2024 - Aug 2024

Masinde Muliro University (MMUST) | Kakamega, Kenya

Provided Level 2 technical support, hardware diagnostics, and network maintenance across campus departments.
Configured routers, switches, and structured cabling to maintain reliable internet connectivity for over 500 users.

Engineering Projects

Livio — Property Management System Angular, NestJS, MySQL, Prisma, REST APIs

Production-ready property management platform handling property listings, tenant workflows, and automated billing management.

Behavioral Solutions — Kenya Regional Platform React, TypeScript, Tailwind CSS

Designed an easy-to-navigate regional platform for clinical healthcare services with local WhatsApp interaction channels.

M-Pesa Integration Learning Lab Node.js, Daraja API

Secure M-Pesa mobile money payment processing with idempotent transaction callbacks to prevent double-charging.

Education & Certifications

B.Sc. Information Technology (Expected 2026) Masinde Muliro University

AWS Cloud Practitioner Training (Gold Graduate) AWS Re/Start (2025)

Certifications: AWS Certified AI Practitioner (2026) • AWS Certified Cloud Practitioner (2025) • Oracle Cloud Foundations (2025) • Oracle AI Foundations (2025)