Technical Support Analyst

JOSEPH NJENGA

Information Technology Professional

I am an enthusiastic and knowledgeable IT specialist, with over 8 years’ experience of hands-on approach and technological mindset for designing and implementing IT solutions. I am resourceful and take full ownership of user incidents/problems until they are fully resolved hence ensuring user satisfaction with IT services through effective communication at all levels.

I am a logical thinker who handles technical support, analyses, and investigates problems, implements fixes, escalates support, and works closely with other departments to monitor and follow up on the status and resolution of outstanding service requests.

PERSONAL INFORMATION

Current Location: United States

US Driving license: Available

Languages: Fluent in both English and Swahili

Profession: Computer Technologist/ I.T

Marital Status: Married

Cell Phone: +1-540-***-****

Email: *******.*@*****.***

EDUCATION QUALIFICATIONS

Masters in computer science and engineering: University of Fairfax. 1813 E Main St, Salem, VA 24153: Jan2024 – Dec 2025(Expected completion time)

Bachelor of Technology (Computer Technology): Technical University of Kenya, Second class (upper division). Grade Point Average:3.56 :2011-2014.

Kenya Certificate of Secondary Education: Gitare Secondary school: Mean grade of B+ : 2005-2008

Certifications:

• AWS certified Cloud Practitioner

• ITIL 4

Awards:

2021- Best team player Award -Absa Bank Kenya

2020- Employee of the year Award-Absa bank Kenya

2020- Most Valuable business partner -Absa Bank Kenya

KEY SKILLS AND COMPETENCES

Knowledgeable in virtual working environments.

Office 365 and MS teams’ administration

Hardware and software troubleshooting skills

User support and Network troubleshooting.

Good command of major Operating Systems E.g., Windows and Linux

Microsoft exchange server knowledge

Good communication, interpersonal and organizational skills

Ability to learn and adapt quickly.

Able to work under pressure and meet deadlines.

Honest and transparent

Team player

WORK EXPERIENCE

Secondment to the OpenShift Engineering (Absa bank South Africa) -3 weeks in August 2022

Exposed to:

OpenShift 4 environment

Practical OpenShift for developers

Docker containers

ELK (Elasticsearch Logstash Kibana)

Applications Support Analyst (Absa Bank Kenya PLC): October 2018 to date.

Duties and Responsibilities

I provide a range of applications availability reporting to ensure that agreed levels of availability, reliability and maintainability are measured and monitored on an on-going basis.

I successfully facilitate delivery of changes to reports needed by the business and ensure that reports and their dependencies are made available for the business.

I take necessary actions to achieve reductions in frequency and duration of incidents that impact application availability.

I ensure shortfalls in application availability are recognized and appropriate corrective actions are identified and progressed.

I spearhead actions required to maintain or improve availability of applications.

I coordinate changes to applications when needed.

I maintain an awareness of technology advancements and best practices that support application availability.

Achievements

Developed and supported an inhouse SMS gateway.

Developed and supported an inhouse biller payment on the cloud(OpenShift)

Participated in the migration of all the banking applications from Absa Bank PLC platform to Absa Bank PLC platform.

Played a key role in enabling users to seamlessly work from home during the Corona Virus pandemic.

Distributed Computing Analyst (Absa Bank of Kenya): November 2016- February 2018

Duties and Responsibilities:

Maintaining optimal bank infrastructure performance, minimizing downtime and performance degradation in overall contributing to positive customer experience

User administration, creating and maintaining accounts.

Create backup, recovery policy and restoration.

Maintain network facilities in individual machines, such as drivers and settings of personal computers as well as printers.

Administer servers, desktop computers, printers, software deployment and security updates.

Troubleshoot problems reported by users.

Severs managed:

The exchange server (windows server 2008 R2)

Domain controller

IT Systems support Analyst (Absa bank of Kenya): April 2016 – October 2016

Duties and Responsibilities:

Manage the implementation, maintenance, and enhancement of all Retail Business and Channels Application Systems to enable the use of appropriate platform technology, as an integral and reliable component of business process within country.

Drive convergence of technologies, ensure delivery of technology projects associated with applications and liaise and negotiate with internal customers and technology vendors.

Assist users in solving the day-to-day technology related challenges.

ATMs And Digital Channels Support Analyst (Absa Bank of Kenya): March 2015 – March 2016

Duties and Responsibilities:

Maintaining the availability and reliability of Digital channels and ATM applications to ensure that IT can effectively meet the service targets in accordance with planned business objectives.

Achievements

I migrated the ATMs on the Absa network from Windows XP to Windows 7 platform.

I upgraded of ATMs from BWAC 4 to BWAC 5.

I improved the narration on the Deposit taking ATMS to make the more user friendly.

Hobbies and Interest:

Travelling

Reading

Outdoor activities

REFEREES

1.George Nyandika

Microsoft Azure Cloud Engineer, MCT Linux Nutanix Hybrid Cloud Engineer

Mobile +1-253-***-****

Email: ********@*****.***

2.Patricia Mitchem

Student Services Representative at the University of Fairfax

Mobile +1-540-***-**** Ext. 2002

Email: ********@**.***

3.Harun Munga,

Application Support Team Lead at Absa Bank Kenya

Mobile: +254*********

Email: *****.*****@****.******

Contact this candidate