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MukaiGuy/README.md

Hi πŸ‘‹, I'm Roger Mukai

πŸš€ Senior Customer Engineer & Systems Automation Specialist

16+ years of customer-facing technical expertise | SaaS CX Optimization | Automation & Integration

Profile Views GitHub Followers

πŸ’Ό Professional Background

Senior Customer Engineer (Enterprise SaaS | Master Data Management)

  • πŸ† FY24 Q1 MVP | 113+ recognition awards in FY25
  • ⚑ 40% reduction in ticket escalations through automation and optimization
  • πŸ”§ Enterprise Platform Expertise: Zendesk Administration, PagerDuty, Workato Integrations
  • οΏ½ Data & Analytics: SQL, BI Dashboard development, AI/ML pilot programs
  • πŸ› οΈ System Architecture: Linux administration, Docker, Azure cloud platforms

🎯 Current Focus

  • 🌱 Learning: Django, FastAPI, and modern Python web frameworks
  • πŸ’» Building: Personal projects to showcase full-stack development skills
  • πŸ” Exploring: AI/ML applications in customer engineering and automation
  • πŸ“ˆ Growing: From enterprise support engineering into software development

πŸ› οΈ Technical Skills & Tools

Enterprise Systems & Automation

Zendesk PagerDuty Workato

Programming & Scripting

Python JavaScript Bash SQL

Web Development (Learning)

Django FastAPI HTML5 CSS3

Cloud & Infrastructure

Azure Docker Linux Git CompTIA A+

πŸ† Technical Achievements & Certifications

πŸš€ Key Accomplishments

  • 40% TTR Reduction: Architected Zendesk optimizations including dynamic routing and omnichannel auto-assignment
  • Enterprise Scale: Resolved 500+ enterprise support tickets, including 300+ complex technical cases
  • Automation Leadership: Built and deployed system integrations using Workato for improved efficiency
  • Knowledge Management: Authored 70+ technical documentation pages and knowledge base articles
  • Data Analytics: Led BI dashboard development and AI/ML sentiment analysis pilot programs

πŸ“œ Professional Certifications

  • Zendesk Administrator (2023-Present)
  • Microsoft Azure Fundamentals (2024)
  • Incident Management Certified (2024)
  • CompTIA A+ (2020-Present)

πŸ“Š GitHub Analytics

Roger's GitHub stats

πŸš€ Featured Projects

Coming Soon - Currently working on exciting projects to showcase here!

🀝 Let's Connect

LinkedIn Email

πŸ’Ό Open to collaboration opportunities and CX related roles!
🌟 I am a Senior Customer Engineering who's familiar with Full-Stack Development and Scripting
πŸ“ North Carolina (Remote)

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  1. Programing Notes Programing Notes
    1 
    alias python=/usr/local/bin/python3.7
    2 
    alias pip= /usr/local/bin/pip3
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    export PATH="/usr/local/sbin:$PATH"
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    export PATH="/usr/local/sbin:$PATH"
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    export PATH="/usr/local/sbin:$PATH"
  2. Rogers_Development-Enviroment-Setup Rogers_Development-Enviroment-Setup Public

    My preferences for a comfortable development environment and also the resources I use the most.

    Shell 1

  3. Installing_WIFI-DRIVERS_on_DELLS_XPS... Installing_WIFI-DRIVERS_on_DELLS_XPS-15_9500-AX500_23NOV2020
    1 
    ## Adding Wifi Drivers to Ubuntu/Linux
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    # So you can use Dell's XPS-15 9500 with AX500, mid 2020
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    ### Step 1 - Pre-Reqs
    
              
    
              
    
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    # Git need to be installed, if you have it install skip it, the rest is for compiling kernels
    
              
    
          
    
    
    
  
    

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