Eric Migwi Email & Phone Number

Nairobi, Kenya

* Spearhead the installation, configuration and commissioning of power & water solar solutions* Provide after-sales service

Nairobi, Kenya

* Managed Windows 2000/2003 upgrade of 10 servers to specific windows server 2012 security standards* Improved the accuracy of budget forecasts by 95%* Utilized modern teaching methods such as e-learning and team learning* Improved customer service satisfaction by 3% annually through supply chain management initiatives, inventory control and flexible manufacturing practices* Developed and implemented the indirect lending program, which filled a need as identified by customer feedback* Developed and updated standard operating procedures for the business operational activities* Built strong relationships by addressing customer issues and complaints in a timely manner* Executed employee appraisals, promotions, compensation and termination based on the performance review* Developed operating and capital budgets* Monitored and controlled expenses according to the allotted budget* Conducted interviews, recruitment and trained candidates* Reviewed performance and provide performance feedback to staff* Maintained accurate and clear documentation for operational procedures and activities.* Supervised team in following standard operating procedures for all operational functions.* Chaired regular meetings with the team to discuss issues, concerns, updates * Co-ordinated operational risk and audit process for the purpose of preventive maintenance* Oversaw regular checks on network and data security* Identified and acted on opportunities to improve and update software and systems* Design and implement IT policy and best practice guides for the organization* Daft training programs and workshops for staff* Enhanced regular system audits* Running and sharing operation system reports with senior staff* Oversaw and determined timeframes for major IT projects including system updates, upgrades, migrations and outages* Managed and reported on the allocation of IT budget* Provided direction for IT team members* Identified training needs and skills advancement

Nairobi, Kenya

* Liaised with FT (France Telkom) group skill center to obtain validation and support on new installations, upgrades and integration* Translated marketing requirements to tangible projects for implementation of Electronic Payments platforms (SMS, MMS, WAP, USSD, etc)* Design, Development, Realization of new products in line with marketing roadmap and according to TTM process.* Supports Feasibility and development of new marketing products and service offers* Analyzes network statistics and undertakes corrective actions according to set KPI* Works with vendors to install new or upgrades/extensions/expansion messaging nodes* Evaluated and undertake integrations with new network elements.* Monitored & produced management reports for business decisions.* Daily testing of node configurations and services and reporting on the dashboard* Daily, weekly and Monthly and quarterly routines on hardware and applications* Apply FT group and vendor security guidelines to maintain optimum security of nodes* Investigate resolve and document any platform anomalies* Observation of KPI as a pro-active measure to prevent service degradation and most specifically after network interventions * Write Work Orders and follow execution and reporting* Ensure and participate in Post incidence reviews (PIR), root cause analysis and implement recommendations of PIR* Report on annual operation and maintenance contracts Achievements* Installed a monitoring tool (Nagios) for the VAS nodes, which send escalations via email & SMS plus System status reports* Configured watchdog for the Orange Money service. Escalations via SMS* Laid down processes and procedures for the Mobile payments team.

Nairobi, Kenya

* Be the customer eye in all products, existing or to be put in production* Verify all customer automated or semi-automated actions* Define a clear customer technical journey map; Per product or services, Per type of contacts (POS, Call centers, dealers etc.)* Have a regular update of these maps with tests and validation of what exists and the gap with the promises* Issue alerts and actions to update these maps* Meetings to be held; With IT on all customer-related tools, With call centers (technical customer care) and shops on all issues related to automated processes, Reconciliation meeting on all semi-automated processes for evaluation and update* Ensure that the main KPIs’s to be followed as:- No product or service on air without end to end validation, GO/NOGO give on a very clear list of recommendation, Customers re-engineering to be done on existing products and services

Nairobi, Kenya

* Supervise networks according to the Master plan* Have a transversal view on all networks* Issue report on the performance of the network

Nairobi, Kenya

* Created new routes to link the group switches to the NGN* Carry 2nd level maintenance of the switch and its nodes* Generated a daily status report of the switch and nodes

Nairobi, Kenya

* Carry out 2nd level maintenance of all the switching nodes attached to the group exchange* Created new subscribers and give the privileges associated with their subscription