Audrey Felesia
IT Specialist
Kisumu,Nyanza
Summary
Result oriented IT Manager with over 10+ years of experience leading teams in the design, development, implementation and maintenance of IT Systems. Proven track record in project management, budgeting, strategic planning and team building. Skilled in providing innovative solutions to complex technical challenges while ensuring alignment with business goals and objectives.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Deputy Director ICT
Lake Basin Development Authority
Kisumu, 17
12.2022 - Current
- Lead teams of IT professionals in development, implementation and maintenance of enterprise IT systems, including network infrastructure, servers and software applications
- Coordinated IT operations activities to deliver smooth flow of daily business needs
- Spearheaded adoption of best practices in IT service management through regular reviews and audits of existing processes, ensuring compliance with industry standards such as ITIL or COBIT frameworks
- Develop and execute strategic plans to align IT initiatives with business objectives, ensuring optimal performance and efficiency
- Manage IT Projects from initiation to completing, including scope definition, resource allocation, budgeting, and timeline management
- Implement and enhance IT policies, procedures and best practices to ensure security, compliance and reliability of systems and data
- Oversee vendor relationships, including contract negotiation, service level agreement management, performance evaluation
- Provide technical guidance and support to internal stakeholders, including senior management, department heads and end-users.
Principal ICT Officer -ICT Operations & Projects
Lake Basin Development Authority
Kisumu, 17
12.2019 - 11.2022
- Provides leadership and direction to project functional teams maintaining project scope, project timeframes, budgeting estimates and status reports
- Setting project goals and coming up with plans to meet those goals
- Lead strategic projects supporting new developments in areas such as enterprise networking, wireless, datacenter and end-user environment
- Coordinate and manage IT budgets and expenditure for appropriate utilization of allocated project resources to successfully execute organizations' specific IT goals
- Manage and oversee large, long range, or multiple complex projects and business requirements
- Develop project scope, cost estimates, project requirements, work plans, time schedules and communication plans to meet project or program objectives
- Establish and monitor project priorities, objectives, and procedures, determining area objectives, targets of service, and resource needs allocation
- Direct and coordinate day-to-day project activities, tasks and deliverables required from across multiple project teams according to project plan
- Keep accurate documentation, resolve problems and issues, and streamline processes
- Escalates impediments, manages risk, helps ensure value delivery, and helps drive relentless improvement
- Using project management tools to track project performance and schedule adherence.
Systems Administrator
Lake Basin Development Authority
Kisumu
09.2014 - 11.2019
- Managed and maintained network infrastructure including servers, routers, switches and firewalls ensuring optimal performance and reliability
- Implemented and maintained back-up disaster recovery solutions to protect critical data and minimize downtime
- Conducted regular security assessments and audits to identify and mitigate potential vulnerabilities and threats
- Provided technical support and troubleshooting assistance to end users, resolving issues in timely and efficient manner
- Developed and Implemented IT Policies and Procedure to ensure compliance with industry standards and regulatory requirements
- Maintaining of Systems, Networks, Mail administration and performing routine system audit
- Managing and maintenance of servers in Windows server 2012, 2016 & 2019 environment with 99.9% uptime
- Maintaining all DNS, DHCP and TCI/IP settings and upgrades
- Support corporate IT systems and analyze events to resolve system issues
- Provide regular end-user/new user training sessions focusing on collaboration tools and VPNs.
IT Service Desk Specialist
Lake Basin Development Authority
11.2010 - 09.2014
- Work as part of team providing end user helpdesk support for multiple customers
- Perform hardware, software, and network troubleshooting
- Determine best solution based on issue and details provided by customers
- Track all work
- Provide detailed and accurate descriptions
- Monitor service delivery channels and collects performance data
- Provide excellent example of customer service
- Share technical knowledge and help mentor fellow techs/team members wherever possible
- Provide clients with one-to-one or one-to-many customer service & support as needed
- Direct unresolved issues/escalate to next level of support personnel
- Identify and suggest possible improvements on procedures
- Pass on any feedback or suggestions by customers to appropriate internal team
- Experience with Help Desk Ticketing System.
Management Trainee - Help Desk User Support
Lake Basin Development Authority
Kisumu, 17
07.2009 - 11.2010
- Create support service tickets, update, track, deliver and resolve logged in tickets in timely manner
- Assist in scaling internal IT service desk function and meeting or exceeding service level targets
- Identify and diagnose/troubleshoot issues and problems
- Provides technical assistance on computer systems
- Serve as first contact for customers who need technical assistance providing 1st/ 2nd Line and some 3rd Line support over telephone, remotely over phone or email
- Logging in and resolving application functionality related issues and provide high level support
- Installed, configured serviced and upgraded over 300 Windows computers
- Categorize and record reported queries and provide solutions
- Support problem identification
- Advise users on appropriate course of action
- Monitor issues from start to resolution
- Escalate, if needed, unresolved problems to higher level of support.
Education
BSc in Computer Science -
Maseno University
KisumuSkills
- P>
- Planning and Organizational skills
- P>
- Team leadership and development
- P>
- Strategic planning and evaluation
- P>
- Server Management & Administration
- P>
- Budget management and cost control
- P>
- Vendor management and contract negotiation
- P>
- Network infrastructure management
- P>
- System administration and security
- P>
- ITIL best practices
- P>
- Microsoft 365 office
- P>
- Help Desk Ticketing System
- P>
- Cloud Computing Technologies
- P>
- Excellent communication and interpersonal skills
- P>
- Adaptability and Flexibility
- P>
- Problem-solving and multitasking skills
- P>
- Planning and Organizational skills
- Results Orientation
- Analytical and Critical Thinker
- Strategic Planning
- Risk and Mitigation Analysis
- Change Management
Certification
- CompTIA +
- ITIL Foundation
- ITSM
- Oracle Cloud Infrastructure Foundation
- Prince II Foundation
- MCSA (Windows Server 2012,2016,2019)
- MCSA – Windows 8,10
- Office Automation
- ITIL Foundation
- Cisco Certified Network Associate
- HTML, Dreamweaver, Flash, Fireworks, Joomla 2.5, WordPress,Drupal
Affiliations
- Full Member of Computer Society of Kenya (CSK).
- Full Member of Association of Computing Practitioners – Kenya (ACPK)
- IT Professional Registered by ICT Authority
Timeline
Deputy Director ICT
Lake Basin Development Authority
12.2022 - Current
Principal ICT Officer -ICT Operations & Projects
Lake Basin Development Authority
12.2019 - 11.2022
Systems Administrator
Lake Basin Development Authority
09.2014 - 11.2019
IT Service Desk Specialist
Lake Basin Development Authority
11.2010 - 09.2014
Management Trainee - Help Desk User Support
Lake Basin Development Authority
07.2009 - 11.2010
BSc in Computer Science -
Maseno University
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