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Work Background
NCBA GroupService Desk Analyst
Apr. 2023NairobiT24 (Temenos Banking System Solution) First level support. Extensive knowledge in Troubleshoot and Customer account issues review. Hands on experience on R18. Incident, Problem and Change management according SLAs. with an experience with Manage Engine Service Desk plus and SMAX. Mail Web marshal with experience in MimeCast and Trustwave SG. - Release, whitelisting, Blacklisting and tracking inbound and outbound emails. Cisco Administration using Cisco Unified Configuration Manager, with roles like creating user telephony profiles/extensions, resetting profiles, setting up Hunt lists and call groups etc. Service requests fulfillment in line with the agreed IT scope of work. 1st level support of all IT software and hardware. Desktop Support - email, PC troubleshoot, Network troubleshoot etc using Microsoft Remote Assistance system (MSRA) Remote Configuration Manager and others like Microsoft Teams screen sharing. Familiar with industry-standard tools such as tenable and burp suite.
NCBA GroupLoop Store Agent
Oct. 2022 - Apr. 2023KisumuDelivery of quality brand experience through all customer engagements. To provide accurate and comprehensive product related information to both existing and potential bank customers. Cross-sell to ensure uptake of the full range of product offered. To sell the assigned bank products in a proper, professional and efficient manner while adhering to quality standards and SLAs within the service outlet to maintain the brand experience and customer promise. Identification of potential risks to the service and product offering and provide mitigation strategies. Assist in identifying customer needs not met by existing product and the implementation of new products/services. Keep abreast of the rapid pace of product development to be able to sell new products. Resolving customer complaints Update account details while strictly exercising due diligence. Achievements: Successfully took part in the rolling out of the upgraded Loop 3 from Loop 2; while assisting customers navigate through the new change. Enhanced Customer Engagement and Satisfaction
Liquana TechnologyInformation Technology Officer
May. 2022 - Jul. 2022Siaya, KenyaOverseeing website design, development, and maintenance. Managing IT operations across the organization. Directing social media management strategies. Supervising ISP system management. Providing technical support for IT-related issues. Coordinating networking and internet connections for clients. Achievements: Successfully revamped website design and development leading to a successful overhaul of the organization's website, improving user experience and functionality. Implemented modern design principles and ensured seamless navigation, resulting in increased visitor engagement and retention. Streamlined IT Operations: Implemented robust IT operational strategies that optimized efficiency and productivity across the organization. Managed IT infrastructure, including systems, networks, and software applications, to ensure smooth daily operations. Proactively identified and resolved IT-related issues, minimizing downtime and disruptions. Implemented security measures to safeguard data integrity and confidentiality, ensuring compliance with industry standards and regulations.
Lake National SaccoInformation Communication Technology Assistant
Oct. 2021 - Apr. 2022Kisumu, KenyaMonitoring the Core Banking System to ensure efficient operations; Setting up peripherals such as printers, routers, servicing equipment, and providing daily support for computer users; Extracting system reports: E-Kash reports, Long-Term loan reports, Membership reports, SMS usage reports and any other report as may be requested by the management; and Generating Customer statements; Tracking and maintaining IT inventory; Working with the system developers to ensure any errors, bugs or client complaints are resolved within the slowest turnaround time; Developing and maintaining IT Vendor relations; Bulk SMS broadcasting to relevant clients; Recommending software and hardware solutions comprising of upgrades and new acquisitions; Informing management about industry innovations and recommending relevant upgrades; Coordinating and upgrading Sacco Websites; Working with the accounts department to ensure data in the accounting system is up to date; Maintaining a backup system for all the data in the Sacco and storing them safely; Assigning User IDs and User rights and implementing controls in the Sacco system; Participating in formulation and implementation of ICT policies; Achievements: Successfully revamped website design and development leading to a successful overhaul of the organization's website, improving user experience and functionality. Implemented modern design principles and ensured seamless navigation, resulting in increased visitor engagement and retention. Enhanced Operational Efficiency: Monitored the Core Banking System to ensure seamless operations, minimizing downtime and optimizing workflow efficiency. Comprehensive Reporting and Data Management: Extracted and generated various system reports including E-Kash, Long-Term loan, Membership, and SMS usage reports.
Jaramogi Oginga Odinga University of Science and Technology center for E-LearningIT Support Technician
Jan. 2021 - Apr. 2021Bondo, Siaya, Kenya
Gametrackers KenyaIT Specialist
Nov. 2019 - Mar. 2020Rongai
Jaramogi Oginga Odinga University of Science and Technology center for E-LearningIT Technician Intern
Jul. 2018 - Oct. 2019BondoComputer Hardware and Network Technician
Equator BottlersAttache'
May. 2017 - Aug. 2017
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