Summary
Logic, patience, communication, and attention to detail are my underlying strengths. I have a knack for not panicking in the face of complexity. I break things down into manageable chunks, and tackle them with the tools at my disposal.Things I'm into: planning, building structures, thinking in systems, puzzles, adapting to change and learning new technologies.
About me
Veteran Technical Support Engineer with over 5 years of experience in enterprise system integration, implementation, and Support in a work setup with a multitude of environments and products. I possess deep technical expertise and great troubleshooting skills that translate to quick solutions for customers. I am seeking a challenging position in a company with opportunity for advancement.
Work Experience
L2 SUPPORT ARCHITECT, ESW Capital, Austin-Texas
Jan 2019
Product support on SLA on escalated tickets at Level 2 and 3 support on the 4 different products:-
DotNet Nuke (DNN) – Web Content Management System,
FogBugz – A project/Case management system
ResponseTek – Customer Success Management System
Exinda – Network Management System (Linux Based)
Duties
- Assisting the Level 1 team to gain skills, training whenever needed.
- Ticket resolution on Google analytics, website upgrade, SQL DB, HTML and CSS errors .
- Knowledge transfer, creating and improving content for the benefit of all support.
- Troubleshooting and resolving deep technical issues
- Creation of Knowledgebase articles for Internal and external use in Confluence
- Assist in Testing and upgrade of existing products under Trilogy Group.
- Identify and assist in fixing product bugs
Implementation and Support Engineer, SYBRIN KENYA LTD, Nairobi
Mar 2016 - Dec 2019
I was responsible for uninterrupted uptime of the Automated Central Clearing - house where all Banks in Kenya connect to upload/download clearing files. My main task was to ensure the settlement system was up and running without any errors, bug identification,
training of bank users, user support and improvement of support quality.I supported Oracle Linux, AD/DNS, Clearing System Portal, Sophos UTM Firewall, Oracle 12c cluster, Windows Application cluster, Oracle 12c Database. I helped in deployment, upgrade, and testing of new releases.
SENIOR IT OFFICER, FIDELITY BANK, Nairobi
Oct 2010 - Mar 2016
I handled Level 2 and 3 Support Tasks
- User maintenance and role definition on the core banking and clearing system.
- User support on issues in the core banking system, software and hardware
- Active Directory, administration, user profile creation/management and group policy management.
- Installation and configuration of new workstations as per institution's policy and user requirements.
- Record keeping for system rights request forms, system changes, standard operation procedures for all IT systems, support contracts and IT projects documentation.
EDUCATION & TRAINING
Self-Training on Python Programming and AWS Cloud Essentials.LPIC Linux Certification, Linux Learning Center,
Nairobi 2020
Linux Professional Institute Certification. (LPIC)
College Diploma, Institute Of Software Technologies, Nairobi 2013
Diploma in Oracle Database Development and Administration for Oracle 10g/11g.Bachelor Degree, Jomo Kenyatta University of Agriculture and Technology, Nairobi
BSc. in Mathematics & Computer Science