Leonard Ndichu Email & Phone Number

Houston, Texas, United States

• Responsible for translating business needs to core developers, explaining software capabilities to business, assist in the planning and implementation of new solutions where possible.
• Serve as technical liaison between business and development team.
• Suggest solutions for new and existing difficulties via translation of business needs to practical solutions.
• Help business curate new and modify in place processes to fit technology capabilities.
• Assist development team as needed to bring solutions to business in urgent situations.
• Customization including automation scripts (JavaScript/java), fetching and modifying attribute data, displaying requested data and custom user input, all with logging.

Houston, Texas, United States

• Accountable for all SaaS/PaaS utilized in business; administration of users, maintaining and expanding functionality, researching/implementation/administration of new technologies.
• Manage Caspio and Smartsheet implementations on an enterprise level.
• Design and implement platforms end to end working with the business to optimize solutions including use of APIs.
• Provide end user support after deployment and train key staff on maintenance and administration.
• Connect to existing internal (legacy) and external resources to streamline process as well as provide useful data.
• Translate user stories into solutions, document design and best practices and serve as SME for planning and strategy of Smartsheet platform capabilities.

Houston, Texas Area

• Manage home facility and equipment necessary for effective response to natural or other disaster situation.
• Organize transportation, access and use of materials needed to effect an appropriate plan of action to ensure the continuation of business procedures or reactivation with the least feasible lapse in operations.
• Coordinate and assist all other sectors of the business as needed to help provide the best possible product considering the various disaster conditions possible.

Houston, Texas Area

• Responsible for developing, maintaining, storage and distribution of documentation throughout business.
• Create documentation for a wide range of applications in all sectors of the business. o Develop new claims policy language to reflect SLA.o Document new processes and update material to reflect changes.
• Manage existing records database by ensuring accuracy and regularly reassess access for security of entries.
• Design, build and implement custom solution for document creation and management utilizing MySQL for database, express for routing, node.js, JavaScript, twitter bootstrap (materialize, sass, etc) and jQuery.
• Committed physical archives to electronic file share, provided search functionality to ease discovery and moved existing records off site to ensure persistence and add security.
• Trained employees of proper use, storage and manipulation across the board.

Houston, Texas Area

• Oversee all call center activities, work to ensure service level agreements are met, train staff and perform regular reporting to management.
• Improved efficiency, accessibility, and responsiveness of existing processes by implementing SaaS platforms across different systems. Reduced wait time for claims by 60% and reduced inaccurate claims by 35%.
• Created a training program to educate staff how to utilize existing software to increase productivity, as well as administer ongoing coaching for client service department.
• Analyzed hundreds of tasks performed by employees and produce relevant documentation, assist other members of the team at all levels of to achieve daily KPI goals, and communicate effectively with vendors, teammates.
• Perform reporting on KPI aggregation, intake measurements, claim summaries, call center Service Level Agreements, and client management interface.