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Martin Maranga

Senior Support and Implementation Engineer at Craft Silicon Ltd

Contact Information

us****@****om

(386) 825-5501

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Location

Nairobi County, Kenya, KE

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Senior Support and Implementation Engineer
- Jun 2015 - Present
• I provide high-quality technical support for the Bankers Realm suite of products providing solutions to both technical and non-technical end-users • I participate in the Core Banking and Micro-finance implementation as required in a team effort. • I take ownership of technical issues and work with our Development team to resolve more advanced issues when necessary. • I participate in providing training to customers and other engineers as required. • I resolve escalated customer complaints without the need for team lead intervention • I respond to partner and customer inquiries through email and telephone. • I inform client functionality requests or software change requests to the development team. • I oversee and follow up on open customer issues assigned in the Project Management System. • I document troubleshooting and problem resolution steps in the Project Management System. • I develop customer relationships through professional, dependable, and accurate interactions. • I travel to customer sites for high-profile issue resolution. • I escalate issues as per Service Level Agreement. • I work on other implementation, support and documentation projects as required. Show less

Operations
- May 2014 - Jun 2015
• Identifying and recommending areas of policy review and or improvement based on emerging control needs and trends • Carrying out Quality Assurance reviews in all branches and facilitation of Fraud and Risk awareness training to ensure compliance to policies and procedures • Timely supporting and escalation and resolution, where applicable, of real or potential significant risk exposures • Support the branches to close audit issues through liaison with respective departments • Update and maintain product features and tariffs based on advice from Head of channels • Carry out feasibility studies on potential sites for new branches • Coordinate availability of resources in the branch and liase with HR to close any gaps • To perform any other duty as assigned to me in line with the organization goals and objective Show less

Kenya Institute of Bankers
Associate in Banking and Financial Services, Banking and Financial Support Services

2014 - 2015
Kenyatta University
Economics and Finance

2010 - 2013

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