Carolyne Githinji
ICT Service Delivery
Nairobi
Summary
Strategic Information Technology Manager skilled in guiding navigation of modern technology. Accustomed to driving efficiency and effectiveness by developing, delivering and supporting strategic plans. Demonstrated skill in translating technical requirements to business solutions. Successful 15 years record of building positive relationships with internal and external stakeholders.
Overview
20
20
years of professional experience
12
12
years of post-secondary education
3
3
Certifications
1
1
Language
Work History
Senior NOC Engineer
Wananchi Group (K)
6 2021 - Current
- Exceeded SLA standards for response times and problem resolution.
- Leveraged monitoring tools such as SolarWinds or Nagios to maintain real-time network visibility, enabling swift response times to potential issues.
- Facilitated knowledge sharing among team members through organized training sessions, fostering a supportive learning environment that promoted professional growth.
- Reduced downtime with proactive identification of potential issues through regular network analysis and reporting.
- Improved network performance by monitoring, troubleshooting, and resolving complex technical issues.
- Assisted in capacity planning efforts, analyzing resource usage trends to ensure optimal allocation for future demand projections.
- Established positive working relationships with users to quickly resolve problems.
- Maintained up-to-date documentation of network topology, ensuring easy reference for troubleshooting purposes.
- Created graphical reports to visualize network performance and uptime to management members.
- Collaborated with cross-functional teams to optimize network efficiency and establish best practices.
- Conducted root cause analyses following incidents, implementing corrective actions to prevent recurrence and maintain service quality standards.
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
Technical Support Manager/Project Manager
Xtranet Communications Ltd
10.2018 - 12.2020
- Streamlined support processes for improved efficiency and faster response times.
- Optimized scheduling for 24/7 support coverage, ensuring customer needs were met around the clock.
- Developed and implemented training initiatives for new hires.
- Collaborated with cross-functional teams to identify and resolve systemic product issues.
- Tracked KPIs and created continuous improvement plans.
- Increased team productivity by implementing an effective ticketing system for tracking cases and monitoring progress.
- Led regular meetings with key stakeholders to discuss ongoing initiatives, challenges, and successes in the support department.
- Mentored junior support staff, fostering a culture of collaboration and learning within the team.
- Enhanced customer satisfaction by addressing technical issues and providing timely resolutions.
- Managed escalation procedures to ensure high-priority issues were addressed promptly and effectively.
- Increased customer satisfaction ratings to 89%.
- Kept abreast of industry trends by participating in workshops, conferences, and other professional development activities.
- Contributed to company growth by identifying upsell opportunities during client interactions and coordinating closely with sales teams.
- Liaised with other departments to minimize network interruptions and possible downtimes.
- Coordinated with sales teams to provide pre-sales technical assistance for potential clients.
- Participated in team projects, demonstrating an ability to work collaboratively and effectively.
- Gained strong leadership skills by managing projects from start to finish.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
- Provided detailed project status updates to stakeholders and executive management.
- Tracked project and team member performance closely to quickly intervene in mistakes or delays.
- Sourced, vetted and managed vendors needed to accomplish project goals.
- Negotiated and managed third-party contracts related to project deliverables.
Head of Helpdesk Support
Xtranet Communications Ltd
07.2017 - 09.2018
- Ensure timely and comprehensive diagnosis and fault resolution of ALL network devices such as routers, switches, servers, firewalls, bandwidth managers and cache appliances
- Worked well in a team setting, providing support and guidance.
- Delivered exceptional customer satisfaction by proactively addressing client concerns and meeting or exceeding expectations throughout the engagement process.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Expedited problem resolution through effective communication with helpdesk support teams.
- Improved end-user satisfaction with timely and effective helpdesk support.
- Streamlined helpdesk support for faster response times and increased end-user satisfaction.
- Reduced helpdesk support tickets by proactively addressing common user issues through regular maintenance.
- Participated in professional development opportunities to stay current on emerging technologies, industry trends, and best practices in helpdesk support.
Helpdesk Support Staff
Xtranet Communications Ltd
03.2016 - 06.2017
- Increased user satisfaction by providing efficient helpdesk support and troubleshooting solutions.
- Reduced helpdesk tickets by providing comprehensive user training and ongoing support.
- Reduced helpdesk support tickets by proactively addressing common user issues through regular maintenance.
- Delivered helpdesk service and support to customers.
- Worked closely with helpdesk teams to provide tier 3 support for escalated network-related issues, ensuring rapid problem resolution.
- Provided exceptional remote support to clients during off-site implementations, ensuring minimal downtime during critical transitions.
- Improved end-user satisfaction with timely resolution of technical problems through helpdesk support.
- Achieved quick resolution times for helpdesk tickets by providing timely and effective technical support to users.
- Supported internal customers by promptly resolving helpdesk tickets related to server-related incidents or requests.
- Monitored helpdesk and responded to incoming tickets to address support needs.
- Managed helpdesk tickets effectively, prioritizing urgent requests while still providing timely support for less critical issues.
Marketing and Customer Relations Manager
Sparkling Clean Services
01.2014 - 02.2016
- Streamlined internal processes to improve overall efficiency in handling customer inquiries and complaints.
- Partnered with business leaders to deliver services that support company objectives and consistent with corporate values.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Developed summaries to assess each client's participation level and determine targets for follow-up plans.
- Led a dedicated team of customer relations specialists, fostering a positive work environment that encouraged professional growth and development.
- Reinforced established quality control standards and followed procedures for optimal customer interactions.
- Liaised between customers and organization with particular focus on working with sales department.
- Championed improvements in after-sales support services that led to higher levels of referral business from satisfied clients over time.
- Created customer support strategies to increase customer retention.
- Worked with clients to address and respond to client and partnership management issues.
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Managed customer relations on ongoing basis to maximize customer retention.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Assisted with conflict resolution during partnership negotiations and acquisitions.
- Implemented effective communication strategies for better understanding of customer needs and expectations.
- Performed duties and provided service in accordance with established operating procedures and company policies.
- Introduced innovative solutions to recurring problems, reducing complaint escalation rates significantly.
Office Administrator
Sunset Technologies
06.2008 - 10.2013
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Established team priorities, maintained schedules and monitored performance.
- Demonstrated exceptional multitasking abilities while juggling diverse responsibilities, including reception duties and ad-hoc administrative tasks.
- Expedited invoice processing by accurately reviewing vendor submissions, reconciling accounts payable discrepancies, and conducting timely payments.
- Contributed to a positive work environment by fostering strong working relationships among colleagues.
- Controlled resources and assets for department activities to comply with industry standards and government regulations.
- Oversaw maintenance of office facilities and equipment by collaborating with and inspecting work of repair contractors.
- Enhanced team collaboration with the establishment of clear communication channels and guidelines.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Coordinated communications, financial processing, registration, recordkeeping, and other administrative functions.
- Managed and properly accounted for petty cash issued to facilitate general office activities.
- Maintained electronic and paper filing systems for easy retrieval of information.
- Tracked office supplies and restocked low items to keep team members on-task and productive.
- Interacted with customers by phone, email, or in-person to provide information.
- Aided in employee onboarding through training new hires on office procedures, software applications, and company policies.
Direct Sales Representative
Barclays Bank of Kenya
09.2007 - 08.2008
- Looked for marketing and cross-selling opportunities for product and service promotion
- Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor.
- Developed sales strategy based on research of consumer buying trends and market conditions.
- Stayed abreast of industry trends by attending relevant conferences, workshops, networking events, thereby enhancing overall sales acumen.
- Assessed competitor activities and adjusted selling approaches accordingly to maintain a competitive edge in the market landscape.
- Streamlined sales process by implementing efficient CRM systems for improved data management and tracking.
- Identified new business opportunities through cold calling, networking, marketing and prospective database leads.
- Contributed to cross-functional collaborations between departments for better understanding of product offerings and improved company-wide efficiency levels.
- Maximized revenue potential with strategic upselling techniques tailored to individual customer needs.
- Cultivated strong client relationships through consistent follow-ups and timely resolution of concerns, ensuring repeat business opportunities.
- Negotiated prices, terms of sales and service agreements.
- Presented professional image consistent with company's brand values.
- Met customers in homes and businesses to discuss and demonstrate products.
- Built relationships with customers and community to promote long term business growth.
- Attended monthly sales meetings and quarterly sales trainings.
- Established trust with clients through transparent negotiations, ethical practices, and excellent service delivery standards.
IT Assistant
School Equipment Centre Ltd
04.2004 - 06.2007
- Reduced costs by negotiating favorable contracts with technology vendors and service providers.
- Reviewed system and network performance to make proactive adjustments based on established IT policies.
- Gathered and translated project requirements and collaboratively worked to define scope and milestones.
- Created comprehensive documentation on company-wide IT procedures, reducing user error occurrences.
- Responded to queries on phone, via email or through IT ticketing system.
- Installed, configured and maintained computer systems and network connections.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
- Optimized hardware performance through regular maintenance checks and upgrades when necessary.
- Developed user-friendly IT solutions for improved staff productivity.
- Assisted in network maintenance, ensuring smooth connectivity for all users.
- Patched software and installed new versions to eliminate security problems and protect data.
- Developed and implemented preventive maintenance procedures.
- Configured and tested new software and hardware.
Education
Bachelor of Business Information Technology -
Kenya Methodist University
01.2017 - 04.2023
Higher Diploma, Management of Information Systems (IMIS-UK) - undefined
Strathmore University
01.2002 - 04.2003
Diploma, Management of Information Systems (IMIS-UK) - undefined
Comboni Polytechnic
01.2000 - 04.2001
Kenya Certificate of Secondary Education - undefined
Nyakiambi Girls High School
01.1996 - 04.1999
Skills
Certification
Cisco Certified Network Associate (CCNA)
Tel
0725 742 208 / 0780 942 204
References
- Kennedy Kabui, Wananchi Group Kenya, Nairobi, 0720108953, kennedy.kabui@ke.wananchi.co.ke
- Christine Kisilu, Liquid Intelligent Technologies, Nairobi, 0720922886
- Sheila Maweu, Oracle, Nairobi, 0726889995
Timeline
Technical Support Manager/Project Manager
Xtranet Communications Ltd
10.2018 - 12.2020
Head of Helpdesk Support
Xtranet Communications Ltd
07.2017 - 09.2018
Bachelor of Business Information Technology -
Kenya Methodist University
01.2017 - 04.2023
Helpdesk Support Staff
Xtranet Communications Ltd
03.2016 - 06.2017
Marketing and Customer Relations Manager
Sparkling Clean Services
01.2014 - 02.2016
Office Administrator
Sunset Technologies
06.2008 - 10.2013
Direct Sales Representative
Barclays Bank of Kenya
09.2007 - 08.2008
IT Assistant
School Equipment Centre Ltd
04.2004 - 06.2007
Higher Diploma, Management of Information Systems (IMIS-UK) - undefined
Strathmore University
01.2002 - 04.2003
Diploma, Management of Information Systems (IMIS-UK) - undefined
Comboni Polytechnic
01.2000 - 04.2001
Kenya Certificate of Secondary Education - undefined
Nyakiambi Girls High School
01.1996 - 04.1999
Senior NOC Engineer
Wananchi Group (K)
6 2021 - Current
Cisco Certified Network Associate (CCNA)
Cisco Certified Design Associate (CCDA)
Huawei Certified Internet Professional (HCIP)
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