o M-PESA Products System Design, Development & Integrationo Tasked with Integration of all Internal and 3rd Parties/Merchant systems to the new M-PESA G2 Platformo Financial Products Technical Requirement analysis and Mappingo Ensure uptime and 99.99% availability of Mpesa systemo Coordination of Delivery effort across Cross-functional teamso Deployment Planning and executiono Technical risk identification and managemento Support product testing cycles, defects… Show more o M-PESA Products System Design, Development & Integrationo Tasked with Integration of all Internal and 3rd Parties/Merchant systems to the new M-PESA G2 Platformo Financial Products Technical Requirement analysis and Mappingo Ensure uptime and 99.99% availability of Mpesa systemo Coordination of Delivery effort across Cross-functional teamso Deployment Planning and executiono Technical risk identification and managemento Support product testing cycles, defects resolution and quality assuranceo Functional Requirements Review (FRS) of ALL Safaricom systems with Vendors, 3rd Parties, Merchants and Safaricom Stakeholders.o System capacity planning Show less

o Infrastructure and Data Center support for Airtel Kenya Managed Service nodes. Ensure 99.99% SLA uptime, resource utilization and capacity planning, vendor management and partner support.o Compliance and governance lead. Manage end to end System and Business process compliance as per Airtel security guidelines and business continuity process. Carry out quarterly system audit, Vulnerability Assessment, Identity and Access Management, Change Request Management process. Review backups… Show more o Infrastructure and Data Center support for Airtel Kenya Managed Service nodes. Ensure 99.99% SLA uptime, resource utilization and capacity planning, vendor management and partner support.o Compliance and governance lead. Manage end to end System and Business process compliance as per Airtel security guidelines and business continuity process. Carry out quarterly system audit, Vulnerability Assessment, Identity and Access Management, Change Request Management process. Review backups, disaster recovery process and preparedness.o Technical escalation management to ensure customer success with different product vendors as part of Managed Services team.o Manage complex/non-standard critical incidents, standard incidents and service requests efficiently and expediently for a better customer experience o Mobile Money and Value Added Services (VAS) L2 Application support (Airtel Money, USSD, SMSC, Roaming).o Demonstrated efficiency in System Administration in Linux/Unix and Windowso Stakeholder meetings with partners’ business and technical teams, training on platform changes and improvements. Show less

o Project technical lead on Airtel Money integrations. Support partners with connectivity and integrating with Obopay Airtel Money APIs.o L1 and L2 customer support. Escalation point for customer requests and issues, resolution and providing feedback within the set SLAs to Business and Customer experience teams.o Airtel Money IT operations technical lead. Airtel Money hardware ecosystem support, schedule platform upgrade release and deployment, end to end System Integration testing and… Show more o Project technical lead on Airtel Money integrations. Support partners with connectivity and integrating with Obopay Airtel Money APIs.o L1 and L2 customer support. Escalation point for customer requests and issues, resolution and providing feedback within the set SLAs to Business and Customer experience teams.o Airtel Money IT operations technical lead. Airtel Money hardware ecosystem support, schedule platform upgrade release and deployment, end to end System Integration testing and coordinate application fixes.o Compliance and governance lead. Manage end to end System and Business process compliance as per Airtel security guidelines and business continuity process. Carry out monthly/quarterly system audit, Vulnerability Assessment, Identity and Access Management, Change Request Management process. Review backups, disaster recovery process and preparedness. Show less

• Asterisk 11 installation, configuration and administration. Improved Call Centre Agents performance and ensured Customer satisfaction by implementing a 64 Inbound/Outbound Call Centre solution from a single Mobile Phone setup that was initially used• Training to Call Centre Management Teams and Agents on System setup, system capabilities varying from Automatic Call Distributor (ACD), Multi-Level IVR, Customized Call Queues, Skills-based Routing, Call Control, Call Recording, Call Live… Show more • Asterisk 11 installation, configuration and administration. Improved Call Centre Agents performance and ensured Customer satisfaction by implementing a 64 Inbound/Outbound Call Centre solution from a single Mobile Phone setup that was initially used• Training to Call Centre Management Teams and Agents on System setup, system capabilities varying from Automatic Call Distributor (ACD), Multi-Level IVR, Customized Call Queues, Skills-based Routing, Call Control, Call Recording, Call Live Monitoring and Call Barging.• Networks & Security configurations and administration on Cisco switches and routers, Mikrotic routers and Cyberoam UTM & SOPHOS XG Firewall implementation• Linux Server Administration (User Management, Central Logging using Syslog, Implement Security and Password Policies)• Data Centre Support (Server racking & mounting, firmware updates, parts replacement and upgrades, RAID configurations and backup management)• Desktop Support Lead for all employees (OpenLDAP Implementation for Centralized Authentication of all employees, IT Support, recommend and purchase of new IT hardware & IT Inventory Management)• Pre-Sales Support to Sales team for VAS and Asterisk PBX/Call Centre solution • Network troubleshooting and maintenance for USSD and SMS services with for all clients integrating on our platform. Show less

• Project coordinator for Security and Backup for all Airtel Africa (Kenya) Value Added Services (VAS) nodes (Sitescope, HP OMU and HP Tape Library Management)• Linux System Administrator on Airtel Kenya VAS servers under Mahindra Comviva Managed Services• Installing and supporting VAS products (Comviva SMSC, Comviva USSD, Mobileum MCA/VMS, Pyro Inroam, Sigos SITE, Mobileum Roaming Suite & Roaming Replicator, Digitata Dynamic Tariffing System (DTS), Comviva Firewall, Adaptive… Show more • Project coordinator for Security and Backup for all Airtel Africa (Kenya) Value Added Services (VAS) nodes (Sitescope, HP OMU and HP Tape Library Management)• Linux System Administrator on Airtel Kenya VAS servers under Mahindra Comviva Managed Services• Installing and supporting VAS products (Comviva SMSC, Comviva USSD, Mobileum MCA/VMS, Pyro Inroam, Sigos SITE, Mobileum Roaming Suite & Roaming Replicator, Digitata Dynamic Tariffing System (DTS), Comviva Firewall, Adaptive Firewall)• Managed Service Operations & Support on SMSC, USSD, SMS Firewall ( short code creation, SMS routing thro’ Sybase & BICs, configure USSD short codes/menus ) on Comviva products• Provide L1 and L2 Support on Roaming platform on Mobileum Roaming Suite and Roaming Replicator Solutions• Manage Sigos SITE system for carrying out SIM tests and Call QOS testing• Plan, coordinate and carry out System Integration Tests (SIT) and User Acceptance Testing (UAT) for new projects and integrations• Network troubleshooting and ensure 99.9% service uptime to the client• Data analysis and presentation of VAS Dashboard reports (SMSC, USSD ) to Airtel Management Board• Implementation of Change Requests (CRs) as proposed by the client i.e. configuration of new USSD short codes, creation of SMMP accounts, testing with CPs to meet Business needs.• Data Centre Support (Server racking & mounting, cable trunking, firmware updates, parts replacement and upgrades, RAID configurations and backup management)• Incident management, solving, tracking and escalation in line with SLA • Support sales efforts as well as the training and support of Associate Consultants.• Data analysis and presentation of VAS Dashboard reports (daily, Weekly) to Airtel Management• Delivery of O&M services in accordance to the defined schedules and KPIs• Coordinating with product ISVs on new integrations and patch updates Show less

o RVR Application platform support for ATW, OBC, PX and SRS. We achieved 99% uptimeo Business Operations planning and resource capacity planning to meet business and customer targetso Incident management lead for cross-functional departments sales, permanent way (rail), compliance, customers and CXR. Accidents and incidents are attended to within the set SLAs.o Cargo TAT and SLA management for RVR clients in Kenya and Uganda.

Worked as a graduate intern at Kenya Red Cross Society. Provided HelpDesk support, IT operations and planning, Asset inventory management and capacity management, Unit SLA & KPI management as well as offer training to Employees on IT best practices.

Worked as a graduate intern at both Henkel Kenya. Provided HelpDesk support, IT operations and planning, Asset inventory management and capacity management, Unit SLA & KPI management as well as offer training to Employees on IT best practices.