David Harrison Email & Phone Number

Nairobi, Kenya

Responsible for IT Leadership, Strategy, Staff development and Operations.

Nairobi

Nairobi

Responsible for performance management of 50 Staff, delivery of set monthly company targets, Client Relations, Business & Operations growth.Achievements:Launched the Kenya Nimble Business Operations in Kenya 3 weeks.A first in Kenya , Nimble Group Kenya purchased a debt book that belonged to another financial institution. I led a team that was part of transitioning customers and managing customer service issues that came up as a result of the transaction. Achieved good revenue from the start to that enabled Nimble Kenya to be self funded while seeking out and firming business leads.Implemented several strategies to get customers to pay despite the tough economic profile of the customers on book. This was through waiver and settlement campaigns, promotions, risk management and book segmentation to direct resources for maximum yield.Lobbied with the credit bureaus and the regulator to understand the uniqueness of debt sales and the issues it posed for customers and debt collectors.Onboarded first local clients and was responsible for achieving set expectations.Achieved 1st quarter business targets which is a challenging fete for a start up in Kenya.Built capacity for support staff to adopt lean ways to enhance business efficiency, lower operational costs and boost overall staff engagement.

Nairobi

Was responsible for a team of 110 staff, Performance Management of the Collections Team, Recruitment and achievement of collections targets on a portfolio of over 130,000 customer with a value of USD 1 million. I was also part of the credit & risk committees.

Nairobi

Responsible for - Call Center Operations, New Business acquisition, Customer Experience, Staff Performance Management and Capacity & Resourcing.Achievements.Developed operating procedures and performance monitoring metrics for the organization. Grew staff from 20 to 200 staff that support customer growth from 20 to 130,000 in just 3 years.Annual staff attrition was less than 1%

Nairobi

Monitor Service Levels & System PerformanceTechnical Lead with international & local clientsTrack and drive IT service DeliveryMonitor System securityPlan system deployments and maintenance scheduleSystem Integration for On boarding of new VOIP services for clientsSign off on IT related billing and invoicingRecruitment, Hiring and Training of new IT Staff

Current responsibilities – evaluate performance of current IT systems, manage IT CAPEX & OPEX, mitigate against risk. Monitoring of information system security, developing of measurable IT Goals and objectives towards company business strategyICT & Network Manager Jan 2010 – CurrentOversee a team of helpdesk staff and system administrators.Worked on tender bids for IT projects that totaled USD 60 Million. My role –Technical lead, I evaluate technical proposals with consortiums, sourcing for suitable systems that meet clients requirements, negotiate pricing & terms with vendors, coordinate partner technical teams as well as scope out technical project plan, created budget schedules and costing strategy and create relationships with new vendors or suppliers.I manage a network of about 200 computers, 3 ISPs, 5 network segments, 4 Telephony Provides, 2 VOIP Providers, Virtual, Database and domain controller servers as well as Network Attached Storage system.I oversee IT operations such as infrastructure management which comprises of fiber cabling, 3 Independent cooling systems for the data center and UPS rooms, Two 50 & 60KVA UPS and two independent generators, CAPEX & OPEX budgeting, main technical liaison with client local and international clients and vendor on behalf of the company. Successfully planned and integrated redundancy on 3 independent WAN links, on seperate fiber routes via multiple ISPs. The success was pegged on maintaining uptime irrespective of service disruption on two ISP links.Conducted an IT risk assessment and mitigated against the key risks which were IT work force, knowledge transfer in the IT department, supplier service delivery and SLAs, just to mention a few.Commissioned a 60 seater remote call center location running VOIP and remote server services from our central office, within a week to the set deadline. This involved coordinating contractors, suppliers and mobilizing teams to ensure the premise was setup

Successfully mapped out processes and procedures for the helpdesk support and IT department. Evaluated helpdesk team performance for appraisals. Identified bottlenecks in performance and conducted internal training to build the capacity of the department, thereby empowering them to administrate more duties. Managed helpdesk third party escalations. Managed client expectations with regards to delivery of IT services.

Mapped out project plans for on-boarding of new business. This involved documenting client requirements, mapping out processes and procedures like Escalation process, Contact protocol, Contact lists, among others. I consistently provided daily project status reports, managed external dependencies and escalated risks that could impact project timelines. Prepared and monitored project costs. Was the IT lead between vendors, clients and implementation teams.Managed the call center automatic call distribution system, domain controllers, mail servers and VOIP systems

Sold mortgages, phone tariffs, appointment setting among other products to prospective overseas clients and later grew to helpdesk support.