Maureen Mayaka

605-***-****

adilwc@r.postjobfree.com • https://www.linkedin.com/in/maureen-mayaka-87728754/

OBJECTIVE

To perform my duties efficiently, innovatively, and professionally with dedication and diligence in line with the mission and objectives of the organization in a manner that strategically advances my career aspirations while promoting growth of the organization.

EDUCATION

Masters Nov 2019 - May 2022

California State University, san Bernardino,, United States

MBA Major: Business Intelligence and Information Technology

Bachelors May 2010 - Jul 2013

Jomo Kenyatta University of Technology, Nairobi, Kenya

Bachelors of Science in Information Technology

Diploma May 2008 - Nov 2009

Jomo Kenyatta University of Technology, Nairobi, Kenya

Diploma in Information Technology

SKILLS

•Business Analyst

•Project Management

•Switching Support and analysis

•Windows/Linux server support

•1st and 2nd level IS support

•Data Management

•Customer service

•System administration

WORK EXPERIENCE

Manager Channels Support Jun 2019 - Dec 2019

Housing Finance • Nairobi

•provide management oversight for the Banks Digital Channels to ensure projects, incidents, problems, service requests and escalations are dealt with according to defined set of policies, processes, procedures and SLA’s.

•Lead implementation/upgrade (projects) of Digital Channels. Ensuring that systems are designed and configured as per the requirements of the users as well as conceptualizing and providing the best approach to achieve or automate business requirements from the users.

•Providing test systems for User Acceptance Testing (UAT) and ensuring that functions/features are tested before being put on the live system, develop and maintain documentation on system configuration or setup and also provide resources/assist in user training.

•Evaluate and ensure effectiveness of the Digital Channels (systems, people, policy, controls and procedures) with regard to protection against exposure to and impact of risks associated with data loss, corruption and/or unauthorized access.

•Perform Application tuning and performance monitoring, establish and maintain sound backup and recovery policies and procedures, implement and maintain database security by installing adequate controls to secure data, as well as ensuring that all applications are fully licensed and compliance to regulatory bodies.

•Plan and put into action long-range solutions for resolving recurring difficulties with minimum user disruption - educate users to resolve simple recurring problems themselves.

•Identify performance degradation trends and problem areas and actively participate in resolution.

•Participate in the implementation of IT related policies and undertake other tasks as may be assigned from time to time by the seniors in the bank’s IT function.

•Avail all scheduled reports and also generate ad-hoc reports as requested by the Business Users

Team Lead Channels Support Nov 2017 - May 2019

Housing Finance • Nairobi

•Oversee resolution of systems related problems specific to Digital Channels. This will involve handling queries from users and resolve or advise them accordingly as well as attending to systems failures to resolve or coordinate the resolution of the problem, liaising with software vendors to resolve systems issues or escalating where necessary.

•To provide management oversight for the Banks Digital Channels to ensure projects, incidents, problems, service requests and escalations are dealt with according to defined set of policies, processes, procedures and SLA’s.

•Design, maintenance, development and evaluation of all Digital Channels.

•Lead implementation/upgrade (projects) of Digital Channels. Ensuring that systems are designed and configured as per the requirements of the users as well as conceptualizing and providing the best approach to achieve or automate business requirements from the users.

•Providing test systems for User Acceptance Testing (UAT) and ensuring that functions/features are tested before being put on the live system, develop and maintain documentation on system configuration or setup and also provide resources/assist in user training.

•Evaluate and ensure effectiveness of the Digital Channels (systems, people, policy, controls and procedures) with regard to protection against exposure to and impact of risks associated with data loss, corruption and/or unauthorized access.

•Perform Application tuning and performance monitoring, establish and maintain sound backup and recovery policies and procedures, and also implement and maintain database security by installing adequate controls to secure data, as well as ensuring that all applications are fully licensed and compliance to regulatory bodies

•Ensure policies, procedures and guidelines for information processing and outputs are well documented, details available and well understood.

•Ensure speedy closure of the issues and problems assigned to the team with pro-active prioritization and feedback.

•Plan and put into action long-range solutions for resolving recurring difficulties with minimum user disruption - educate users to resolve simple recurring problems themselves.

•Identify performance degradation trends and problem areas and actively participate in resolution.

•Participate in the implementation of IT related policies and undertake other tasks as may be assigned from time to time by the seniors in the bank’s IT function.

•Avail all scheduled reports and also generate ad-hoc reports as requested by the Business Users.

Business Switch Support Analyst (Tieto Switch) May 2016 - Nov 2017

Kenya Bankers Association • Nairobi

•Ensuring that the recommended solution is both commercial and competitive.

•Understanding business requirements and translating them into specific Software requirements.

•Understanding both technical designs and specifications.

•Analyzing and documenting the required data and information.

•Evaluating information harvested through surveys and workshops, task analysis, and business process description.

•Having strong technical skills, business intelligence, and a full understanding of the needs of the customer

•Being able to effectively communicate with external clients and internal teams to deliver GUI, interface and screen design.

•Being an interface between technology teams, support teams, and business units

•Set up, install and support Electronic Payment Switch Code names (KITS) to be used by all Kenyan (43) Banks for account to account money Transfer.

•Training and mentoring switch team.

•Draft requirements, specifications, business processes and recommendations related to proposed solution and have them reviewed.

•Communicate needed changes to development team.

•Participate in identifying & conducting test scenarios in UAT.

•Ensure issues arising during testing are resolved in a timely manner.

•Identify solution’s strengths and weaknesses and suggests areas of improvement.

•Manage user & stakeholder expectations effectively.

•Establishing and maintaining relationships with other support functions in IS department to build partnerships that will enhance the services offered.

•Monitor service delivery and performance from 3rd party IS vendors, ensuring contractual targets are achieved as per SLAs.

System Support Engineer Sep 2013 - Apr 2016

Kenya Airways • Nairobi

•Ensuring first line and second line support functions teams properly in order to provide effective service delivery to IS customers.

•Implementing the Service Support Strategy, policies, and processes and ensure they are communicated and understood by the teams.

•Keeping a real time view of all incidents, problems, complaints and requests affecting the customer and ensure they are managed to closure while keeping the customer updated.

•Ensuring sufficient reporting capability is available for performance tracking in order to provide reports to IS functions, IS customers & senior management.

•Identifying trends and potential problem sources and follows up issues and progress with problem owners for closure.

•Identifying customer expectations and satisfaction levels to develop continuous improvement projects in liaison with service delivery.

•Establishing and maintaining relationships with other support functions in IS department to build partnerships that will enhance the services offered.

•Monitor service delivery and performance from 3rd party IS vendors, ensuring contractual targets are achieved as per SLAs

VOLUNTEER WORK

ASCM Advisor Oct 2020 - Present

California State university students Club • san Bernardino

Set Vision

Review/Provide Input/Approve Strategic Plan

Fiduciary responsibility for organization’s assets

Represent the best interests of ASCM

Active engagement/participation

AWARDS AND HONOURS

Whiz Mobile App Intergrator 2019

Best teamlead in the Mobile App integration and project Management

PROFESSIONAL CERTIFICATIONS

May 2018 - ITIL (Information Technology Infrastructure Library) certification May 2016 to November 2016: - SFI (Sustainable Finance Initiative) 2012 ICDL part 1 2

2008 -2010 CISCO certificate with the following certificates.

•IT essentials: Personal computer hardware and software

•CCNA Discovery

•CCNA 1: Networking for home and small Business

•CCNA 2: Working at a small-to-medium business

•CCNA3: Introducing Routing and switching in the enterprise

•CCNA4: Designing and supporting computer network

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