My passion is co-creating value for the business in partnership with the IT organization, in line with evolving technology. My enthusiasm and professionalism have enabled me to accomplish various goals in the dynamic world of Information Technology & IT Security.
I enjoy professional challenges, modern technologies as well as the skills acquired from my role. I take pride in collaborating and enjoy successes and wins as a team.
Specialties: IT Operations | Governance, Risk & Compliance | IT & IS Security
Hi, I’m
Brian Arodi
IT Support Performance And Governance
Nairobi
Summary
Overview
22
years of professional experience
9
Certificates
2
Languages
7
years of post-secondary education
Work History
Ericsson
IT Support Performance and Governance
11.2024 - Current
Job overview
- Establish cross-collaboration with other units involved in IT support operations to align on strategies and expected deliverables.
- Define, monitor, and report on agreed performance metrics (SLAs, OLAs, OKRs).
- Secure customer feedback to support and improve service delivery for critical areas.
- Establish and drive internal governance to promote collaboration, secure operational efficiency, and support delivery toward the objectives.
- Follow up on the unit’s financial performance to secure cost-effective operations.
- Secure processes, EGMS, EHS, and risk compliance enhance service quality.
- Follow up on mitigation plans for escalated IT support activities.
- Follow up on planned and committed key projects in alignment with customer demands.
- Support workforce management and resource allocation.
- Secure the unit's training and development plans.
Ericsson
IT Business Operations Director
03.2022 - 10.2022
Job overview
- Served as a key liaison between IT leadership and team members, fostering open communication channels, and addressing concerns promptly.
- Reviewed Enterprise IT strategic plans and supported the development of Market Area IT goals and standards to support the vision.
- Established clear performance metrics for Market Area IT employees, driving accountability and excellence across all functions.
- Oversaw financial planning and budgeting processes, ensuring optimal allocation of unit resources, while minimizing expenses.
- Championed process improvement initiatives that led to significant cost reductions and improved service quality for customers.
- Drove internal processes in the organization, leading to continued process improvements and change management initiatives inside the organization.
- Contributed to and collaborated in Market Area IT and Group IT forums for process improvements and WoW.
- Contributed to building and managing the Market Area IT Portfolio.
- Contributed to internal management frameworks and business operational excellence.
- Managed Market Area IT Security, Risk, EHS, BCM, and Compliance Requirements.
- Ensured regulatory compliance across all aspects of the business operations by staying up-to-date with relevant legal requirements and industry standards.
Ericsson
IT Delivery Manager (East & Central Africa)
05.2015 - 04.2022
Job overview
- Oversaw daily IT operations, ensuring timely completion of tasks and adherence to company policies.
- Secured unit financial follow-up, capacity forecasting, and reporting internally and to the stakeholders.
- Performed quarterly business reviews together with the business stakeholders.
- Facilitated cross-functional meetings to address challenges, share best practices, and strategize plans for future growth.
- Supported Sourcing teams to coordinate IT Supplier delivery and relation reviews.
- Enhanced team performance by providing regular feedback, coaching, and training opportunities.
- Mentored junior team members to develop their skills and advance within the organization.
- Acted as a liaison between the delivery team and upper management, effectively communicating concerns and suggestions for improvements.
- Championed a customer-centric approach, consistently seeking feedback from clients to make improvements and enhance the overall delivery experience.
- Collaborated closely with other departments to ensure seamless integration of processes and systems, enhancing overall efficiency.
- Established performance metrics to track progress towards goals, allowing for adjustments as needed to ensure success.
- Managed relationships with key stakeholders to ensure smooth project deliveries and overall satisfaction.
- Implemented risk mitigation strategies to minimize potential disruptions caused by unforeseen events or issues.
- Drove awareness for the targeted group/audience for all areas and topics related to IT security, risk, BCM, EHS and other compliance activities in the unit.
Computech Ltd
Team Leader Ericsson (East and Central Africa)
10.2008 - 05.2015
Job overview
- Participated in the development and implementation of departmental goals, policies, and priorities.
- Provided technical leadership to support teams and coordinated all support-related activities at the client site within Ericsson's East and Central Africa offices.
- Coordinate with the central teams on the installation, configuration, and update of client servers, HP Storage Works, switches, and printers with the agreed customer SLA.
- Managed information technology infrastructure, architecture, systems, networks, software, and resources across multiple platforms.
- Supported the Ericsson IT delivery team with IT security and compliance activities.
- Verified the presented statement of work (SOW) and any revisions thereafter.
- Prepared monthly reports on client support.
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Supervised the preparation of support reports and tickets.
- Coordinated problem-solving, conflict resolution, escalations, restart, and recovery.
- I met and consulted with the client and HP regarding service delivery needs.
- Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
Circuit Business Systems Ltd
Enterprise Service Engineer
08.2006 - 09.2008
Job overview
- Engaged in first-level support for customers requiring routine support and troubleshooting.
- Tested and checked performance of hardware and software programs.
- Improved system efficiency with thorough troubleshooting and root cause analysis of technical issues.
- Reduced equipment downtime by performing regular maintenance checks and implementing preventive measures.
- Installed, configured, and tested equipment on specialized platforms.
- Created relationships with key decision-makers and served as external technical spokesperson.
- Developed strong relationships with vendors, negotiating favorable terms for equipment purchases and service contracts.
- Enhanced customer satisfaction by promptly addressing service requests and providing technical solutions.
Kenya National Assembly
Support Intern
09.2005 - 08.2006
Job overview
- Collaborated with team members to provide comprehensive solutions to client inquiries.
- Demonstrated commitment to continuous learning and development by participating in industry events, webinars, and online courses to stay updated on the latest trends and best practices in customer support.
- Showcased versatility in adapting quickly to new software tools introduced into the work environment as part of continuous improvement efforts.
- Supported staff training initiatives by creating informative materials and conducting workshops on effective support techniques.
- Improved customer satisfaction by efficiently addressing and resolving support issues.
- Diagnosed and executed resolution for network and server issues.
- Designed and evaluated WAN and LAN connectivity technologies.
- Investigated and corrected problems with printers, copiers, and other peripheral devices.
Limpo Business Systems
Database Administrator and Systems Engineer
01.2004 - 09.2004
Job overview
- System administration for Microsoft SQL Server 2000.
- Configured and administered Microsoft Windows 2000 Professional and Server.
- Implemented and administered Microsoft Windows 2000 network infrastructure.
- Implemented and administered Microsoft Windows 2000 directory services infrastructure.
- Designed Microsoft Windows 2000 directory services infrastructure and user accounts.
- Serviced, repaired, and assembled computers.
- Perfomed preventive maintenance using anti-virus software and repairs on equipment.
Education
Africa Nazarene UniversityNairobi, KENYA
Bachelor Degree from Business & Information Technology (BBIT)
01.2011 - 10.2014
University Overview
University of NairobiNairobi, KENYA
MBA from Strategic Management
09.2021 - 12.2024
University Overview
Skills
Supervision and leadership
undefinedCertification
ISO/IEC 27001 Lead Implementer
Affiliations
Affiliations
ISOC-Kenya ChapterTimeline
IT Support Performance and Governance
Ericsson
11.2024 - Current
IT Business Operations Director
Ericsson
03.2022 - 10.2022
University of Nairobi
MBA from Strategic Management
09.2021 - 12.2024
IT Delivery Manager (East & Central Africa)
Ericsson
05.2015 - 04.2022
Africa Nazarene University
Bachelor Degree from Business & Information Technology (BBIT)
01.2011 - 10.2014
Team Leader Ericsson (East and Central Africa)
Computech Ltd
10.2008 - 05.2015
Enterprise Service Engineer
Circuit Business Systems Ltd
08.2006 - 09.2008
Support Intern
Kenya National Assembly
09.2005 - 08.2006
Database Administrator and Systems Engineer
Limpo Business Systems
01.2004 - 09.2004
Other language(s)
English
Bilingual or Proficient (C2)
Kiswahili
Bilingual or Proficient (C2)
Football and Hiking.
Football and Hiking.
I'm someone who thrives on staying active and outdoors. I have a deep love for football, which keeps me sharp, team-oriented, and competitive. Hiking is my way of recharging—exploring nature, staying fit, and embracing new challenges one trail at a time.
References
References
(1) Patricia Karanja - Group Sourcing Compliance Manager
Mobile: +254734500429 Email: patricia.karanja@ericsson.com
(2) Chai Li Kwek - Head of IT Support APAC
Mobile:+60164112036 + Email: chaili.kwek@ericsson.com
(3) Fabian Pernot Head of IT Portfolio, Security and Bus Excellence EMEA
WorkPhone :+33673010709 + Email: fabian.pernot@ericsson.com
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