Experience

Kenswitch Limited

• Kenya
• IT Services and IT Consulting
• 1 - 100 Employee

• Junior Engineer

  • Sep 2022 - Present

  Operational Support• Improve general Postilion availability.• Responding to, resolving, and closing tickets for maintenance tasks, change management, and routine activities.• Completing timesheets or other required records that enable effective billing and costing.• Improve Postilion performance & throughput.• Administering Postilion in a PCI environment• Administering Postilion switch in a highly available environment• Administering the HSM (Futurex or Thales)• Loading of Postilion, operating system, and database patches• Perform standby activities.• Respond to and resolve incidents and problems timeously.• Prevent recurring incidents.• Ensure that correct monitoring levels are in place and actively monitored.• Identify and run proactive projects to improve the overall team.• Raise and log issues received via other channels in the primary task management tool e.g., Jira.Process Optimization • Manage the capacity of the Postilion systems.• Manage and implement the correct patches following the appropriate patch management.• Ensure that all events are effectively monitored & managed.• Provide accurate daily reports on project updates for all assigned projects.• Escalate project issues to senior engineers promptly.• Acquire certifications in line with group policies i.e., Postilion, Base 24, UPDocumentation• Keep system documentation up to date and current, including all changes by company standards and baselines.• Update the operational run books for each system, Capture changes timeously and with the correct level of detail by the company change policy and procedures.General• Liaise with other partners (banks, telecommunication organizations, etc.) driving incidents until resolution (the key is to reduce the time to repair to a minimum proactively)• Communicating with users and general business about incidents and problems• General understanding of cryptography and security• General understanding of Electronic Funds Transfer mechanisms Show less

• Systems Operator

  • Jan 2022 - Oct 2022

  • Liaise with other partners (banks, telecommunication organizations etc.) driving incidents until resolution (key is to be proactively reducing the time to repair to a minimum)• Communicating with users and general business with regards to incidents and problems• Finding innovative ways to improve the current ways of working.• General understanding of cryptography and security• General understanding of Electronic Funds Transfer mechanisms• Responding to, resolving and closing tickets for maintenance tasks, change management, and routine activities.• Completing timesheets or other required records that enable effective billing and costing.• Improve Postilion performance & throughput.• Administering a transaction switch in a PCI environment• Administering a transaction switch in a highly available environment• Perform standby activities.• Respond to and resolve incidents and problems timeously.• Prevent recurring incidents.• Ensure that correct monitoring levels are in place and actively monitored.• Raise and log issues received via other channels in the primary task management tool e.g., Jira.Keep system documentation up to date and current, including all changes in accordance with company standards and baselines.• Update the operational run books for each system.• Provide accurate daily reports on project updates for all assigned projects.• Escalate project issues to senior engineers in a timely manner.• Acquire certifications in line with group policies i.e., Postilion, Base 24, UP Show less

• Customer Support Analyst

  • Mar 2021 - Dec 2021

  • Act as a single point of contact for phone calls and emails from Kenswitch members.• Receiving, logging, closing and managing calls from Kenswitch members via telephone and email.• Resolving incidents/request at first level as per the stipulated SLAs.• Take ownership, follow up, escalate outstanding request/incidents to the relevant technical team or member department’s heads on behalf of the user and communicate progress in a timely manner.• Maintain a high degree of customer service for all support queries and adhere to all service management principles.• Generate daily, weekly and monthly reports.• Monitoring the infrastructure network, user application systems and escalating identified faults to the concerned teams for restoration.• Ensuring that business systems are up and running efficiently. Show less

• Card production

  • Sep 2020 - Feb 2021

  • Contribute to smooth operation of the card production processes and the successful processing of card files.• Performing various troubleshooting technics when needed to solve various issues within the card production office. • Locating newly uploaded card files by banks and using KenCard to import newly uploaded card files for processing.• Printing newly imported pin mailers that have successfully been imported, In the case of any miss alignment or error during printing, following of procedures needed to rectify the error.• Generating card production files for each institution newly uploaded card files.• Generating card accounts, processing of generated emboss file and generating an archive for processed data.• Performing maintenance of card files by generating postcard files for each newly processed institution data.• Ensuring that card production systems are up and operating efficiently. Show less



Reli sacco

• Railways

• Information Technology Intern

  • Jun 2018 - Aug 2018

  • Contribute to smooth operation of Sacco ICT network and other ICT equipment as directed by ICT manager • Repairing and maintaining existing equipment such as desktop PCs, laptops, printers, monitors, projectors, servers and other computer equipment • Provide technical support to system users • To install and configure software as required by staff and ensure that software is appropriately licensed • Assist in virus detection, removal and prevention • To assist in performance of tasks related to scheduled service request, including equipment replacement • To perform various troubleshooting activities when needed to solve various issues within the IT department • Assist in answering members queries and undertake day to day customer care functions • Worked with Navision dynamics, Microsoft server 2012, MySQL server, Microsoft office suit, adobe. Show less