Brian Maina Email & Phone Number

New York, United States

Lexington, Kentucky, United States

Lexington, Kentucky, United States

• Managed customer issues related to the installation, troubleshooting, and debugging of TIBCO Jaspersoft products in Linux and Windows OS on a timely basis.• Offered hands-on support by assisting customers with report visualization issues, report configuration, data connectivity, and SQL query issues.• Provided effective and clear communication and established appropriate expectations with clients.• Proactively Interacted directly with customers to understand their problems, quickly investigated and reviewed complex issues then troubleshot, debugged, and resolved mission-critical issues from both customer and client side.• Took ownership of cases and troubleshot by isolating, reproducing, investigating, and solving complex customer technical issues using available support tools, acted as an advisor to the customers managing their expectations and maintaining satisfaction throughout the case management lifecycle.• Acted as liaison to engineering for identification and resolution of software issues, product enhancements,and defects.• Identified opportunities to increase the efficiency and effectiveness of the Technical Support team.• Identified and raised product bug defects, collaborated with the engineering team during research, investigation, and assessing of their business impact, and collaborated with stakeholders and more experienced team members to drive effective fixes.• Act as a customer advocate by providing tailored support, weekly reviews, and root cause analysis for critical issues.• Effectively manage support cases following proper case management ensuring SLA is met.• Created self-service knowledge repositories, and technical instructions articles, reviewed technical knowledge base articles, solutions, FAQs, examples, and how-to’s in wiki communities, and updated in internal confluence knowledge base. Shared knowledge through technical coaching and mentoring of others.

Nairobi Kenya

• Drive product improvement through customer feedback to help improve customer satisfaction.• Directly engage and support top external and internal customers to resolve technically complex and critical technical issues in a 24x7x365 support team.• Ensured SLA in adhered to for user-reported issues by maintaining timely initial responses.• Transform the customer experience by sharing improvement suggestions with engineering teams to prevent incidents from recurring. • Lead design and analysis of integrations between Oracle Siebel CRM 3rd party applications via Tibco API’s• Leverage knowledge and customer support experience to mentor and model customer engagement skills.• Take leadership role during major incidents for Oracle Siebel CRM during to coordinate and drive resolution.• Act as audit ambassador for my team and IS operations department.• Audited Safaricom retail operations processes against ISO 9001 QMS.• As part of organization certification for ISO 22301 BCMS, I lead the internal audits as lead auditor.• ISO 22301 BCMS, audited BCP processes, and procedures for EA apps.• Assisted the organization gain ISO 27001 ISMS certification by taking the role of lead auditor across the organization in internal audits.• Lead ISO 27001 ISMS internal audits across the.• Deeply engage Account Managers and both internal and external customers to understand their operational challenges in order to continually improve their overall experiences.• Lead internal stakeholder engagement with teams in Safaricom to understand their needs for tools, their pain points, and how to best implement those requirements into our Oracle Siebel CRM. • Act as an escalation point for the support team and 1st line support for problems found by customers.• Collaborated with the development team in designing and building new monitoring systems for Oracle CRM Siebel domain.

Nairobi Kenya

EXPERIENCED IN BELOW ITIL PROCESS- Service Operations (CSI, Incident, Event, Problem, Request fulfillment, Access, Application and Service desk management)- Service Strategy (Demand, Financial, Business Relationship and Service portfolio management)- Service Design (Service catalogue Management, Service Level Management, Capacity Management, availability Management, Information Security Management and supplier management.)Specialties/Expertise (BMC Remedy ITSM Suite)BMC Remedy Action Request System (ARS)BMC Remedy Developer studioBMC Remedy Configuration Management.BMC Remedy Knowledge management.BMC Remedy IT Service Management (ITSM) SuiteBMC Atrium Core BMC Service Desk (Incident and Problem Management)BMC Asset ManagementBMC Change Management BMC Service Request ManagementBMC Service Level ManagementBMC Knowledge ManagementBMC Remedy ITSM Process DesignerBMC Remedy ADDM 8.3.3BMC Remedy ADDM 9.0.3HP BSM 9.22

Nairobi Kenya

Speciliaties/Expertise:ITSM HP SERVICE MANAGER1st Line SupportOracle Siebel CRMTibco AdministratorWindows remote desktopIncident management.

Nairobi Kenya

Speciliaties/Expertise:Windows Active DirectoryLAN networksTivoli Software

Kenya

Specialties/Expertise:Creating/deleting users in Active Directory.Configuring Windows Domains and adding client's computers.Managing Windows server and Linux Email Server.Creating and configuring LAN network points and maintaining a network with 30 Computers.Configuring IP-based internet control using squid Proxy software.Deploying Kaspersky antivirus agents in client Computers.Monitoring and managing Kaspersky antivirus software.Setting up and configuring network printers.