Information Security Service
Resume:
STELLA ADAM
Address: P.O Box *****,***** Nairobi, Email Address: *********@*****.***, Phone: +254*********, Skype: strenee04
PERSONAL
INFORMATION
Date of birth: 05th February 1982
Marital Status: Married
Languages: English and Swahili
Nationality: Kenyan
Religion: Christian
ID Number: 22278503
PERSONAL
SUMMARY
Leading the delivery of services to support the efficient and effective operation of the organisation’s core and other relevant office business applications, desktop environment and related ICT infrastructure.
AREA OF
EXPERTISE
IT Service Management System
System Administration
SAP: Basic Knowledge of Basis, SD, FI, PP, HR and MM Module PROFESSIONAL
EXPERIENCE
New Kenya Co-operative Creameries Ltd
Senior Service Desk Officer
December 2017 to date
Accomplishments
As the Senior Service Desk Officer, I have provided consistently above average performance resolving issues for customers and achieving a customer satisfaction rating above 90% for the last 12 months.
Creates a climate of respect, open dialogue, encouragement and recognition among the team members leading to greater team productivity and job satisfaction
Launched team productivity initiative through weekly information gathering and analysis that has improved performance percentages. Duties
Supervise and manage the overall performance of a team of 7 Service Desk Assistants.
Plan, direct, supervise, and coordinate work activities of the ICT Service Desk to ensure provision of professional, responsive, timely and effective assistance to end users in resolving ICT related incidents in adherence to service level objectives. Set and monitor Key Performance Indicators (KPIs) for the Service Delivery team.
Ensure continuity of support services to end users especially for critical incident resolution through proper scheduling and coordination of ICT Service Delivery staff
Act as an escalation point and step in as first and second level support when necessary due to staffing shortages or other special circumstances.
Ensure proper communication and feedback to staff in case of any downtimes Page 2 Stella Adam
Administer and manage the IT Service Management system.
Lead ICT Service Delivery projects. Focus on continual service improvement for all Service Desk responsibilities and provide improvement suggestions.
Implement and monitor ICT policies and procedures
Perform quarterly reviews and update all Service Desk documentation to maintain existing documentation and create new documents to support a complete and updated ICT knowledge base
Assist in maintenance, upkeep and annual audit of ICT hardware and software inventory
Provide scheduled and ad-hoc reporting relating to service and team performance.
Maintain awareness of emerging desktop technology and software; make recommendations for company technology as appropriate.
Conduct user evaluations and surveys to determine staff satisfaction, requirements and challenges in terms of use of available technology
Manage the contracts for outsourced services.
New Kenya Co-operative Creameries Ltd
System Administrator
June 2012-November 2017
Acting as technical lead to identify and implement solutions to problems affecting IT services. Providing 1st/ 2nd Line and some 3rd Line support over the telephone, remotely and face to face to clients and internal staff members. Duties
Ensuring that company information as well as the Privacy Laws and Policies are enforced
Developing, implementing and maintaining IT security solutions including firewalls, anti-virus solutions and intrusion detection/prevention systems
Providing periodic reports on information security issues
Reviewing new systems designs and major modifications for security implications prior to implementation
Assisting in the design and management of the business and disaster recovery plans for the enterprise
Collaborating in the development and maintenance of NKCC information security policy and program
Performing risk assessment tests on the system to ensure proper functionality
Install, maintain and support system and application software
Make sure that that system software, operating systems and procedures conform to organization norms, values and standards
Create, reset, delete and maintain user accounts and passwords.
Train staff about the uses of various software and programs installed on the system.
Perform or assist in troubleshooting, diagnosing and resolving system and application problems/errors.
Perform usage monitoring of systems and applications.
Ensure optimum system performance by monitoring system efficiency.
Archive data daily and purge them if necessary.
Perform basic systems security administration functions
Provide monitoring and primary response and intervention for information technology Page 3 Stella Adam
related security incidents and violations
Keep current with new security and network monitoring technologies, applicable laws and regulations.
Plan for and respond to service outages. Communicate about any system failure to the users and update them about the possible uptime.
Monitor and manage system resources, including CPU usage, disk usage, tape backup systems.
Perform systems backups and recovery procedures
Maintain system documentation and logs.
New Kenya Co-operative Creameries Ltd
ICT Officer
June 2009-May 2012
Responsible for taking and logging incoming calls and providing efficient customer support for all 1st Line issues relating to Servers, Desktops, Laptops and peripherals. Supporting over 400 users & on average answering 30 IT calls a day. Duties
Providing technical support over the phone to all IT users.
Handling incoming incidents via the phone / e-mail promptly and effectively.
Diagnosing and resolving a wide range of technical issues over the phone.
Take ownership of a call and seeing it through to closure.
Escalating calls and issues where necessary to senior managers and team leaders.
Investigating and implementing ways of reducing calls to the Help Desk.
Ensuring that all call details are captured and entered in the logging software.
Updating support documentation.
Answering and responding to all calls and requests within agreed time scales.
Keeping customers updated as to progress.
Provide troubleshooting and configuration support for client desktop and networking environment.
New Kenya Co-operative Creameries Ltd
IT Assistant
August 2005-May 2009
Ensuring that all hardware and software is configured and installed correctly. Duties
I.T. user support in hardware and network troubleshooting.
Support in configuration of WAN, LANs and VoIP configuration.
Attending to reported cases of IT & support equipment breakdown and restoring functionality.
Email configuration for users on Linux environment. ACADEMIC
QUALIFICATIONS
Currently Pursuing M.S.C ICT Policy and Regulation B.s.c. Information Technology
2000-2004: Jomo Kenyatta University of Agriculture and Technology Page 4 Stella Adam
Kenya Certificate Secondary Education
1996-1999: St. Annes Lioki
PROFESSIONAL
QUALIFICATION
Microsoft Certified Professional
ITIL Foundation
Administering System Center Configuration Manager PROJECTS Installation, configuration and upgrade of Active Directory
Installation, configuration and upgrade of Exchange Server
Upgrade of SAP ECC 6 upgrade from EHP4 to EHP6,
Upgrade of SQL for Milk reception system (SERBRY) in 36 locations
Configuration and upgrade of ITSM system
Upgrade of Backup Exec from 2010 to 2014
Installation and configuration of Kaspersky Endpoint Security for Business.
SAP- Serbry Integration.
SAP farmer payout processing.
Created and trained salesmen on SAP roles for the implementation of Lipa na MPESA.
PERSONAL
SKILLS
Proactive and Fast Learner, with Strong Communication and Leadership Skills
Able to take responsibility for actions and outcomes and persist despite obstacles
Team Management
Customer Service Support
Able to work under pressure and meet strict deadlines
Excellent analytical, organizational and writing skills SEMINARS/WORK
SHOPS/TRAINING
High performance Organization training
Change management program
Public procurement disposal act and regulations
Safety and occupational health committee training
Introduction to Cybersecurity
Introduction to IoT
Cyber Security Awareness
COBIT 2019 Awareness
Office Productivity and Automation Training
Prince 2 Foundation Training
MEMBERSHIP Kenya Association of Computing Practioners Board Member of Kencream Sacco
REFERENCES
Umberjet Yasena
Head of Security
Butali Sugar Ltd
**********@*****.***
Page 5 Stella Adam
Kevin Karanja
Business Manager, East Africa
BIC South Africa (Pty) Ltd
*****.****@********.***
Mumia Koroti
Chief Financial Officer
Kwale International Sugar Company Ltd
*******@*****-*****.***
Michael Mbithi
Managing Director
Bizz-Tech Solutions Ltd
*******@********.**.**
Contact this candidate