Ted Mwai Email & Phone Number

Kenya

Nairobi County, Kenya

Conducting training and supporting cyber drill events.Providing technical support to clients, addressing and resolving inquiries, issues, and concerns related to the CYBER RANGES platform by collaborating with cross-functional teams to diagnose and troubleshoot technical problems, ensuring prompt resolutions and effective customer support.Liaising between clients and the development team, effectively communicating client suggestions and feedback to enhance the platform's functionality and user experience.Maintaining detailed records of client interactions, including inquiries, resolutions, and feedback, to facilitate knowledge sharing and continuous improvement.Proactively identify patterns and trends in client inquiries and feedback, offering insights to improve product documentation, support resources, and training materials.Contributing to the development of support resources, such as FAQs, knowledge base articles, and tutorials, to empower clients to self-resolve common issues.Participating in internal training sessions and staying updated on product features and updates to provide accurate and up-to-date support.

Monitoring and analyzing security events and incidents using SIEM (Security Information and Event Management) tools, ensuring timely detection and response to potential security threats.Conducting real-time analysis of security alerts, investigating and triaging incidents to determine their severity and potential impact.Collaborating with cross-functional teams, including incident response, network operations, and system administrators, to coordinate and execute appropriate response actions.Analyzing network traffic and system logs to identify and investigate potential security breaches or anomalous activities.Developing and maintaining incident response plans, playbooks, and standard operating procedures (SOPs) to ensure efficient and effective responses to security incidents.Performing forensic analysis and digital investigations to determine the root cause of security incidents, collect evidence, and recommend remediation measures.Monitoring and managing security technologies, such as IDS/IPS (Intrusion Detection/Prevention Systems), EDR (Endpoint Detection and Response) tools, and antivirus systems.Conducting regular vulnerability assessments and penetration tests to identify weaknesses in systems and networks and recommend appropriate remediation measures.Staying up to date with the latest threat intelligence, industry trends, and emerging security technologies to enhance the effectiveness of SOC operations.Contributing to the continuous improvement of SOC processes, tools, and technologies to enhance the organisation's overall security posture.Producing detailed reports and documentation on security incidents, investigations, and remediation actions, providing clear communication to stakeholders and management.

Nairobi, Kenya

Collaborating closely with clients to understand their technical needs and provide effective solutions, ensuring their satisfaction and building strong client relationships.Troubleshooting complex technical issues and providing timely and accurate resolutions, contributing to high customer retention and positive feedback.Demonstrating exceptional communication skills by effectively explaining technical concepts to non-technical clients, fostering a positive user experience.Developing and maintaining comprehensive knowledge of the company's products and services, becoming a trusted subject matter expert for clients seeking support.Contributing to the improvement of support processes by identifying areas for enhancement and suggesting practical solutions to streamline workflows and increase efficiency.Actively participating in team meetings and knowledge-sharing sessions, sharing insights and best practices to enhance the overall support team's performance.Consistently achieving and exceeding support metrics and targets, showcasing a commitment to delivering high-quality service and meeting customer expectations.Providing valuable feedback from clients to the product development team, influencing product enhancements and driving continuous improvement.Taking ownership of customer issues and following through to ensure their resolution, maintaining a customer-centric approach at all times.Demonstrating flexibility and adaptability by quickly learning new technologies and staying updated on industry trends, enabling efficient troubleshooting and support.

Nairobi County, Kenya

Diagnosed technical issues and escalated those that needed an immediate response to management if complicated.Maintained the appropriate communication channels within intra-teams and vendors so that all stakeholders are kept informed promptly.Interfaced with the appropriate vCIO for client problems that were not resolved effectively and scheduled for reviews.

Nairobi, Kenya

Expertly maintaining and administering organizational networks, ensuring their smooth operation and optimal performance.Implementing robust backup operations and establishing reliable processes for data protection, disaster recovery, and fail-over procedures.Developing, implementing, and monitoring a strategic and comprehensive enterprise information security and IT risk management program for AEA Limited.Continuously evaluating the effectiveness of existing security measures, including firewalls, password policies, and intrusion detection systems.Taking responsibility for the maintenance, configuration, and reliable operation of computer systems, network servers, and virtualization infrastructure.Conducting thorough research on network products, services, protocols, and standards to stay informed about the latest advancements in the networking industry.Proactively managing capacity, storage planning, and database performance to optimize system efficiency.Regularly deploying OS patches and upgrades while ensuring the availability of up-to-date administrative tools and utilities within the systems.Configuring and adding new services as necessary to provide seamless and effective support to end users.Performing daily system monitoring to ensure the integrity and availability of hardware, server resources, systems, and critical processes.Reviewing system and application logs, and overseeing the completion of scheduled jobs such as backups.Documenting operational configurations and procedures in accordance with commission standards for future reference.Producing comprehensive reports that include assessment-based findings, outcomes, and recommendations for further system security enhancements.

Nairobi, Kenya

Worked under the VCIO to co-ordinate IT operations across the branches.

Development of the Kiptagich Tea Estates Limited Website.