Traveling & Sporting Activities - Football Fun
Thomas Chiteri
Digitization, Automation & Business Process Mapping Enthusiast
Nairobi
Summary
Confident Digitization, Automation and Business Processes Mapping enthusiast skillful at managing customer engagements, streamlining business processes and overseeing implementation of customized solutions. Self-motivated natural leader with over 12 years of experience designing effective business solutions and leading teams in project execution with in-depth knowledge of best business practices and processes. Expertise in project management, business analysis and business development. Proactive professional with commercial approach to solving problems.
Overview
12
12
years of professional experience
10
10
years of post-secondary education
3
3
Certifications
Work History
Business Systems Coordinator
Isuzu East Africa Limited
Nairobi
04.2018 - Current
- Developed a time based technicians' self stamping platform in November 2020 to monitor technicians' productivity and efficiency while paying them (variable pay) based on sold hours leading to high Isuzu Service Workshop productivity and customer traffic and enforcing high sense of job ownership within technicians
- The technician self stamping platform led to high productivity during technicians normal working hours hence leading to abolishment of overtime shift that saw Isuzu East Africa cut down service workshop's operational costs by 40% as of August 2021.
- Isuzu East Africa Limited's lead person for digitization that commenced in May 2022 leading the company close to a paperless office by December 2023. Currently, the company's printing costs has dropped by 50% from a monthly cost of KES 800,000 to an average of KES 360,000 as of December 2022
- Developed and maintained long-term relationships with clients, fostering strong service bonds and encouraging return patronage. This was attributed to delivery on promised times due to technicians' competition on sold hours. This has made Isuzu East Africa After-Sales business commanding a market share of the automotive industry by 51% as at December 2022
- Drafted integration plans to ease assimilation of products into customers' business needs. This has seen the development of Isuzu East Africa Data Lake integrating all business systems into a centralized data lake for ease of synchronized business.
- Performed detailed research of customer business structures to accurately tailor products and services to unique needs of each customer under the banner "Deliver What You Want" where each customer has enjoyed a tailor made product based on their needs driving the customer satisfaction levels to 67% in December 2022 from 53% same period in previous year.
- Deployed an all Isuzu East Africa Network Dealer portal for a centralized visibility of Dealer interactions with customers on vehicle service and parts sales with an enforced customer satisfaction follow-up. This improved Isuzu Dealership customer satisfaction rating to 72% as of December 2022 from 61% same period previous year.
Chief Information Officer
Lington Assets Limited
Nairobi
11.2016 - 03.2019
- Researched new technologies and chose best options for company priorities and cost-effectiveness leading to the development of a fully fledged digital financial lending and recoveries platform (Integrated Debt Disbursement & Collection System - IDDCS) accepted and recommend by Kenya Bankers Association for deployment to financial institutions.
- Devised and wrote corporate technology procedures, modifying security policies for each work level. This included the company's IT & Security Policy, System ADRPs, Backup Policy and IT Equipment Handling policies that saw the company pass their external audit for the first time in 2017 since its inception in 2013.
- Searched for and approved purchases of new equipment detailing the equipment's technical specifications as per their intended use; equipment retirement age forecast and automated the equipment disbursement inventory to track the equipment location and depreciation rate under one centralized IT Equipment Inventory platform - Manage Engine Central.
- Trained staff members on computer use and updated systems to get maximum utilization of IT Systems and equipment for maximum employee productivity.
- Reported monthly to senior executive team on budget, in-flight initiatives and upcoming projects.
IT Manager
Quest Holdings Limited
Nairobi
01.2015 - 10.2016
- Developed a regional high secure Data Centre with redundancy sites in Uganda and Tanzania to oversee Data Sharing, Data Backups and Data Availability across the company's East Africa region cutting down system downtimes from 89% uptime per year to 99.99% uptime by December 2015.
- Installed a 200 seat capacity contact centre in Nairobi HQ Office to service all customer needs on 24 hour basis across the East Africa Region
- Oversaw IT department operations and training.
- Managed network and system performance, conducting troubleshooting, security patching, and maintenance.
- Led technology selection and rollout, focusing on organizational planning and supplier service-level agreements to align with the company's five (5) year strategy.
- Assisted in development of long-term strategies to grow department and resources.
- Developed and implemented measures and procedures to protect IT systems from cyber threats and data breaches.
- Understood key product management roadmap objectives and requirements to develop product technology strategy.
IT Officer
APEC Consortium Limited
Nairobi
08.2011 - 12.2014
- Developed a cloud based Engineering Real-time Data sharing platform with controlled user access levels for cross-project data sharing saving on turn around times and risk related to sharing sensitive company data
- Interacted and negotiated with vendors, outsources and contractors to secure products and services.
- Oversaw IT department operations and training.
- Managed network and system performance, conducting troubleshooting, security patching, and maintenance.
- Guided organizational technology strategy and roadmaps.
- Understood key product management roadmap objectives and requirements to develop product technology strategy.
- Built, repaired and installed computer-related hardware based on deployment procedures.
- Coordinated technical training and personal development classes for staff members.
- Analyzed network security and current infrastructure to assess areas in need of improvement and develop solutions.
Education
Master of Science - Applied Computing
University of Nairobi
Nairobi, Kenya 01.2021 - Current
Bachelor of Science - Telecommunications & Information Technology
Kenyatta University
Nairobi, Kenya 08.2006 - 12.2010
High School Diploma -
Butere Boys' High School
Butere, Kenya 02.2001 - 12.2004
Skills
Support Response Coordination
Affiliations
- Special Member, Kenya Cyber Security & Forensics Association (KCSFA) - Member Number: KCSFA/SM/2019/0111
- Core-founder Business Processes Outsourcing Association of Kenya - BPOAK
Certification
Microsoft Certified Systems Expert - MCSE
Interests
Timeline
Microsoft Certified Azure Fundamentals
06-2021
Master of Science - Applied Computing
University of Nairobi
01.2021 - Current
Business Systems Coordinator
Isuzu East Africa Limited
04.2018 - Current
Chief Information Officer
Lington Assets Limited
11.2016 - 03.2019
IT Manager
Quest Holdings Limited
01.2015 - 10.2016
Cisco Certified Network Associate - CCNA
11-2013
Microsoft Certified Systems Expert - MCSE
06-2013
IT Officer
APEC Consortium Limited
08.2011 - 12.2014
Bachelor of Science - Telecommunications & Information Technology
Kenyatta University
08.2006 - 12.2010
High School Diploma -
Butere Boys' High School
02.2001 - 12.2004
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