Caleb M.
Junior Engineer - Switch Operator at Kenswitch Limited- Claim this Profile
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English Professional working proficiency
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Kiswahili Professional working proficiency
Topline Score
Bio
Credentials
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CCNA: Enterprise Networking, Security, and Automation
CiscoJan, 2022- Nov, 2024 -
CCNA
Cisco -
Cisco Certified Network Associate Routing and Switching (CCNA)
The African Advanced Level Telecommunications Institute (AFRALTI)
Experience
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Kenswitch Limited
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Kenya
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IT Services and IT Consulting
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1 - 100 Employee
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Junior Engineer - Switch Operator
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Jan 2022 - Present
• Handled certification projects for several member banks currently connected to Kenswitch right from inception phase, testing phase, user acceptance test phase, pilot phase and migration to the live switch (Postilion).• I have tested system changes on the test switch environment and implemented the system changes on to the live switch (Postilion) environment.• Handled and resolved reconciliation queries raised by member banks on the daily transaction reports provided to the member banks. Notified member banks on any errors in the reports and gave advice on how to resolve the error. • Successfully configured Atms and POS currently connected to Kenswitch both on site and on the Switch (Postilion).• Atm and POS monitoring and support to ensure all Atms and POS are running at all times. Troubleshot and resolved Atm and POS related issues and escalated hardware fault to the Atm adn POS acquires to notify their respective Atm and POS vendors to resolve the faults. • Network monitoring, administration, troubleshot and resolved network related issued to ensure all member banks links are up at all times.• Handled card centre activities which entailed card issuance for our member banks who wanted to issue out cards instantly. It could be new card issuance, card replacement and card renewal. • SQL server database administration by ensuring that storage, archiving, back-up and recovery procedures for the Switch, Reports and card productions databases are functioning correctly. • Handling installation of a monitoring tool running on windows for member banks to know the status of transactions, system health and device health through graphical interface. Show less
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Customer Support Analyst
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May 2015 - Dec 2021
• Successfully configured ATMs and POS currently connected to Kenswitch both on site and on theSwitch (Postilion).• Atm and POS monitoring and support to ensure all ATMs and POS are always running.Troubleshoot and resolved Atm and POS related issues and escalated hardware fault to the Atmand POS acquires to notify their respective Atm and POS vendors to resolve the faults.• Handled card center activities which entailed card issuance for our member banks who wantedto issue out cards instantly. It could be new card issuance, card replacement and card renewal.• SQL server database administration by ensuring that storage, archiving, back-up and recoveryprocedures for the Switch, Reports and card productions databases are functioning correctly.• Handling installation, configuration and troubleshooting of Grafana (monitoring tool) running onwindows for member banks to know the status of transactions, system health and device healththrough graphical interface.Position: Customer Support Analyst April 2015 – December 2021Organization: Kenswitch LimitedResponsibilities:• I acted as a first point of contact for phone calls and emails from company customers.• I received and managed requests from clients via mail or phone using Incident managementsystem (Jira) at first level as per the stipulated SLAs.• I have trained new employees on responding to calls/tickets appropriately and as per thecompany standards.• I Monitored the infrastructure network, user application systems and escalated identifiedfaults to the concerned teams for restoration.• Improved customer service procedures, policies and standards for the customer servicedepartment and the company.• I took ownership, followed up and escalated outstanding request/ incidents to the relevanttechnical team or member department’s heads on behalf of the user and communicatedprogress in a timely manner. Show less
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Education
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2007 - 2010
Jomo Kenyatta University of Agriculture and Technology
Bachelors, Business Information Technology
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