- Achieved an 80% increase in line availability by implementing cloud-based Contact Centre technologies, resulting in improved customer satisfaction and optimized business processes for Mamoth.- Integrated mobile money platform - Mpesa with the medical aid system which increased our mobile payment channels to 33%.- In cooperation with the three departments of Claims, Membership, and Finance, we implemented a business intelligence tool - Qlikview that helped evaluate the effectiveness of the scheme's performance.- Created a proactive IT security approach, which reduced the number of successful intrusions by 60%.- Successfully transitioned the company to work remotely during the COVID-19 pandemic by implementing a VPN solution.- Created and monitored the information technology annual work plan that supports the Mamoth's strategic plan goal of improving service delivery.

- In charge of mamoth Health benefit design development which increased membership by 5%.- Oversaw overall Mamoth Health operations in collaboration with management and stakeholders.- Expanded Mamoth Health network of designated network of service providers by signing a contract with Mediclinic group of hospitals.

- Pioneered a project to migrate to a new medical aid administration system in 2016, which included business requirements development, requirements mapping with the vendor software, data migration mapping, system testing, system training, and system go-live in collaboration with Afrocentric and Medikredit which minimized manual work by 50%.- Centrally deployed and configured antivirus for all Mamoth devices using a Windows server which improved data security by up to 70%.- Upgraded Mamoth telecommunication system (PBX) incoming lines which lowered abandoned calls by 80%.- Resolved all IT issues within 24 hours, or sooner, for 95% of tickets.- Reduced customer support tickets by 20% by developing and implementing a new web application that streamlined the customer support process and provided customers with easy access to self- service resources.

IT technician and Web Developer...