The person you can rely on to get things done, reduce stress, and keep everything running efficiently. 5+ years turning frustrated users into happy customers — and building automations that prevent the next ticket from ever being raised.
A tech problem-solver with a passion for automation and efficiency
I'm Felix Maru, an IT & Customer Support Specialist and Automation Engineer based in Nairobi, Kenya, with over 5 years of experience helping people overcome technical challenges. What drives me is a love for learning, staying ahead with new tools, and building support experiences that actually feel human.
My journey started at RAI Plywoods, where I grew from attaché to ICT Support Engineer Tier 1, supporting 200+ staff. After completing my BSc in Computer Science at University of Eldoret, I moved into enterprise ICT at a large international NGO (30+ branches), then Sunflower IT, and eventually into a role at a US top company, a US-based SaaS and Shopify CX provider.
Today I deliver multi-channel IT & customer support with a 95% first-contact resolution rate and 92%+ CSAT — and I design automation systems using n8n, Zapier, Claude, and AI-powered workflows so teams can scale without adding headcount.
My mission — To be the person you can rely on to get things done, reduce stress, and keep everything running efficiently.
5+ years on the front lines — 95% first-contact resolution, 92%+ CSAT, and a track record of turning frustrated users into loyal advocates
Phone, email, live chat, and ticketing systems — I've handled them all at high volume across SaaS, Shopify apps, ERP platforms, and enterprise IT environments. Always responsive, always human.
Deep technical assistance for Shopify merchants and SaaS users — checkout configurations, third-party app integrations, inventory sync issues, API troubleshooting, and store optimization. 80% of cases resolved within 30 minutes.
I write user guides, FAQs, and troubleshooting playbooks so customers can self-serve and teams can onboard faster. Built knowledge bases for Knoema, Ellipsis Shopify App, and internal teams at the NGO — reducing support ticket volume significantly.
Beyond ticket-closing — I handle billing questions, manage subscription changes, gather feedback, and feed insights back to product and engineering teams. Customers stay because they feel heard.
Systems that scale your team's output without scaling headcount
Design and deploy AI-powered automation pipelines that handle ticket classification, intelligent response drafting, escalation detection, and knowledge base retrieval — reducing manual work and handle times significantly.
Build end-to-end outbound systems covering domain warmup, ICP enrichment, personalized sequencing, deliverability monitoring, and reply handling — turning cold lists into qualified pipeline at scale.
Automate the full sales lifecycle — lead scoring, pipeline stage triggers, task creation, multi-step follow-up sequences, deal notifications, and revenue forecasting dashboards — so your sales team focuses on closing, not clicking.
Connect disparate systems — ERP, CRM, ticketing, and analytics — into automated reporting pipelines and live dashboards. Used by leadership teams for strategic decisions, and by ops teams to catch issues before they escalate.
A broad stack built across 5+ years of hands-on delivery
Foundational skills built across enterprise ICT roles supporting 30+ branches and 200+ users — well-suited for ICT Officer, ICT Assistant, and IT Operations positions.
From enterprise ICT infrastructure to SaaS automation at scale
Building and running automation workflows, cold outreach systems, and AI-powered support pipelines for global SaaS clients. Maintaining 95% first-contact resolution, 92%+ CSAT, and 99.9% SLA compliance across multi-channel support.
Administered enterprise IT systems across 30+ branches — Active Directory, Microsoft Dynamics ERP, Power BI, SharePoint, LAN/WAN networks, and cloud infrastructure — achieving 97% user satisfaction and 99.9% uptime.
Delivered Level 1 & 2 technical support — firewalls, VPNs, network infrastructure, security protocols — achieving 98% SLA compliance and increasing client satisfaction by 33%.
Systems Admin & Web Specialist at Eagle-Link Flowers (eCommerce, ePay); Digital Literacy Trainer at ICT Authority; ICT Support Attaché at RAI Plywoods. Built foundational expertise in systems administration, web development, and user training.
Professional certifications backing 5+ years of hands-on experience
Five-star reviews from clients, colleagues, and managers
"The chat with Felix was excellent! He was very helpful, professional, and quick to address my concerns."
"Felix, thank you for all your help! You do an amazing job and are a great source of motivation."
"You have been an immense help running our outbound emails. Someone mentioned you were a superstar."
"Felix set up our entire Pipedrive pipeline with automated follow-ups and lead scoring. Our sales team now closes 30% more deals without any manual work."
"I know you've had a lot on your plate this week, and you've handled it all like a champ. Well done man! Your dedication and hard work don't go unnoticed, I truly appreciate you!"
"Felix built us an n8n workflow that automatically routes support tickets, drafts responses with AI, and escalates critical issues. Cut our response time in half."
End-to-end delivery across automation, CRM, ICT, and outreach
Design and deploy multi-step automation pipelines using n8n, Zapier, and AI-powered LLM tools. Connect your apps, eliminate manual tasks, and build reliable flows that scale with your team.
Configure GoHighLevel, Pipedrive, HubSpot, or Close CRM — with automated pipelines, lead scoring, follow-up sequences, and dashboards built for how your sales team actually works.
Build end-to-end outbound infrastructure: ICP sourcing with Clay & Apollo, domain warmup, personalized sequences with Instantly.ai or Smartlead, and deliverability monitoring.
Expert-level technical support for SaaS platforms, Shopify apps, Microsoft 365 environments, and cloud infrastructure. Consistent 95%+ first-contact resolution and 92%+ CSAT track record.
The quickest way to reach me is LinkedIn or email
Whether you're looking to hire, collaborate on an automation project, or just want to explore what's possible — I'd love to hear from you. I'm open to global remote opportunities, freelance engagements, and consulting work.
What you need to know before reaching out