CHRISOSTOM ONDUSYE MWAIRUMBA
NAIROBI
Summary
IT specialist with 16 years’ experience in IT Support & Strategy, recognized for balancing strategic planning with hands-on technical expertise having successfully led a team of 7 in implementing a company-wide digital transformation plan, resulting in a 40% increase in operational efficiency and managed IT infrastructure and operations leading a team that successfully overhauled the company's data center operations and reduced downtime by 70%. Directing cross-functional teams and collaborating with business units to implement effective IT support & solutions. CySA+ in progress (EST completion July 2026).
Overview
18
18
years of professional experience
1
1
Certification
Work History
ICT Consultant
Top Edge Consultants
Nairobi
10.2024 - Current
- Provided technical support for IT-related activities using generative AI tools for customer experience surveys and loan products reducing loan delinquency rate by 35% and 40% user satisfaction and CX ratings improvement.
- Supported clients in understanding available corporate IT solutions, including SugarCRM, resulting in 25% faster customer adoption.
- Standardized IT documentation for a premium client, creating uniform standard operating procedures (SOP) and protocols, leading to a 15% streamline in onboarding process ensuring adherence to the SOP.
- Designed strategic IT roadmaps with clearly defined milestones and KPIs, leveraging automation and APIs and accelerating the achievement of client's overarching business goals.
- Provided support to a client on optimizing technology investments and customized corporate IT solutions, including cyber security measures triggering a projected 35% return on IT investments.
- Surveyed client's IT infrastructure to identify vulnerabilities, providing prioritized remediation plans reducing potential cyber breach exposure by 40% and align with industry best practices.
- Conducted training focusing on service improvement for technical support systems, resulting in a streamlined ticketing process that increased response times by 30%, maximizing user satisfaction rates.
- Drove stakeholder engagement through weekly meetings with cross-functional teams to identify critical IT infrastructure needs, resolving three major server-related issues within the first three months.
- Strengthened relationships with vendors and service providers through regular communication and feedback sessions, ensuring alignment with client requirements and generating 20% improvement in overall client satisfaction scores.
- Accelerated team efficiency by 40% through process automation enhancements, and managed 6 custom integrations leveraging APIs and low-code platforms, reducing manual tasks by 25%.
- Piloted the rollout of cloud-based infrastructure for five departments, training over 30 staff members on system navigation and data security protocols, which promoted data security & accessibility.
General Manager ICT
Afya Sacco Ltd
Nairobi
01.2019 - 09.2024
- Provided high level technical advisory support to management and stakeholders on IT strategy, systems architecture, risk and policies. Accelerating decision-making and enabling the achievement of strategic and operational goals.
- Formulated a comprehensive IT strategy that synchronized with the organization's business objectives, resulting in end to end business processes digitization achieving 65% increase in core processes efficiency over one fiscal year and resulting to 30% customer adoption rate.
- Conceived and enforced comprehensive IT and security policy that streamlined operations, achieving 35% reduction in compliance issues while aligning objectives with the company's strategic growth initiatives.
- Coordinated and oversighted the implementation of NetApp disaster recovery system which fortified business continuity plan and increased system recovery to 99.9% within the first six months.
- Steered the implementation of a cyber security project from conception, needs assessment, project scope, and contract negotiation to project closure, including delivery of consultancy services, review of deliverables and invoices, resulting in 80% PCR.
- Engineered a hyper-converged network infrastructure using custom integrations and low-code platforms, yielding 40% scalability while providing flexibility for services and product adoption.
- Managed Level 1 and 2 IT support across ten branches and telecommunications systems, ensuring reliable communication channels for 300 users and onsite and remote offices.
- Trained, maintained and supervised a diverse, motivated and skilled IT team of 7 technical staff for the past 5 years effectuating IT service improvement; mentored over 20 IT interns over a 6-year period.
- Developed strategic partnerships with vendors and service providers to ensure uninterrupted services; generated performance benchmarks that led to a 25% services improvement, quality assurance and SLA adherence.
- Spearheaded the transition to virtualized and cloud-based infrastructure, achieving 99.99% system uptime and a 40% faster deployment rate for new services resulting to 15% reduction in infrastructure costs.
- Managed and Oversaw the implementation of various staff collaboration tools including Google workspace, Monday.com, Trello, Coda and enterprise applications including HR, Admin, Finance, and dynamics 365 CRM improving team collaboration by 40%.
- Analyzed the organization's infrastructure needs and technology trends, leading to a strategic overhaul that optimized systems supporting critical business functions and accelerated operational efficiency by 30%.
- Established the IT Change Management process for 5 critical system updates, minimizing disruptions and maintaining 98% uptime, exceeding users’ expectations.
- Implemented a self-service account management portal for common IT requests, including identity access, streamlined password resets and access provisioning, which deflected 30% of routine IT support tickets within six months.
- Revamped IT security operations by establishing robust cyber security protocols, including zero-trust security for information systems, resulting in zero data breaches over two consecutive years while maintaining compliance with relevant regulatory requirements.
- Conducted comprehensive assessments of information security risks and established an ICT risk mitigation plan, achieving a 30% risk exposure reduction in six months following implementation.
- Established a unified systems security threat management and analysis dashboard enabling event monitoring, detection, threat intelligence analysis and security incidents response in line with the security policy enabling timely assessment, mitigation and reporting, enhancing compliance and security posture by 40%.
- Instituted rigorous issue resolution procedures, conducted and documented root cause analysis (RCA) sharing updates, lessons learned and user feedback with the IT team, improving issue resolution times by 30% enhancing support for continuous improvement.
- Implemented comprehensive disaster recovery protocols, enabling management and support of IT related activities that achieved 95% data recovery and protection of IT assets by implementing effective back-up procedures and system controls.
- Fortified office LAN/WAN infrastructure, optimizing IT-related activities that propelled network speeds by 35% and server efficiency; provided prioritized remediation plans reducing potential data breach exposure by 60%.
- Spearheaded cost-saving initiatives by refining IT procurement processes, negotiating favorable contracts with vendors and standardizing IT hardware reducing expenditure by 20% annually.
- Formulated IT budget strategies and optimization plan that reduced expenditures by Kshs 3,000,000 annually.
- Coordinated cross-functional teams on ICT projects, resulting in systems requirements specification and end to end project management. Fostered communication eliminating misalignment occurrences in 3 key areas.
IT Manager
Afya Sacco Ltd
Nairobi
01.2012 - 12.2018
- Led the planning and execution of comprehensive IT strategies that catalysed service delivery efficiency; identified root causes of system inefficiencies, addressing three major issues raising monthly system uptime by 20 hours.
- Initiated a comprehensive audit of computer systems that identified critical vulnerabilities; findings led to fixing three major causes of crashes, resulting in improved uptime and user satisfaction company-wide.
- Orchestrated a comprehensive systems overhaul; this cut annual software licensing costs by 20% and boosted system performance scores by 30% based on internal benchmarks.
- Audited IT systems against industry standards and regulations, identifying compliance gaps that led to the development of a robust compliance framework enhancing overall compliance and security posture within six months.
- Directed comprehensive disaster recovery protocols, achieving a 95% data recovery by implementing effective back-up procedures that prioritized critical data integrity and conducted disaster recovery drills to ensure compliance.
- Presided over the creation of a centralized IT asset tracking system, reducing redundant hardware purchases by 15% and improving resource allocation across departments; system grew to track 500 devices.
Senior IT Officer
Afya Sacco Ltd
Nairobi
01.2008 - 12.2011
- Managed and resolved 50 weekly IT incidents through ticketing, implementing automated solutions for troubleshooting and escalation to prevent recurrence and compiling root cause analysis reports to inform strategic decision-making, improving system stability by 15%.
- Fortified server infrastructure across email, print, and backup systems increasing uptime by 30% by building automated scripts and conducting routine vulnerability assessments.
- Administered daily operations of two data centers, resolving 99% of server-related issues within the first six months and achieving a 99.99% uptime and data replication, resulting in peak system performance.
- Configured and bolstered the office LAN/WAN infrastructure; propelled network speeds by 35% and server processing by 40%; supported a user base of 75 employees across ten departments.
- Overhauled Navision ERP configurations, customizing user roles and permissions, fortified system security with multi-factor authentication for over 200 employees leading to amplified system controls and workflows.
Education
Master of Science - Information Systems
University of Nairobi
Nairobi, Kenya08-2013
Bachelor of Science (Hons) - Computing and Information Systems
London Metropolitan University / Kenya College of Communications Technology
Nairobi, Kenya04-2006
Skills
- Cybersecurity, Risk Management & Compliance: Identifying threats, conducting risk assessments, vulnerability management, risk analysis, cybersecurity, incident response, threat intelligence, threat assessment & mitigation, access & identity management, Disaster Recovery (NetApp), and ensuring compliance with standards
- Tools & Security Frameworks: Nmap, Wireshark, Burp Suite, SIEM, IDS/IPS, Firewalls, NIST, ISO 27001, COBIT, NetApp
- Infrastructure, systems & Network administration: knowledge of network architecture, operating systems (Linux/Windows), IT support, TCP/IP, FTP, SMTP, cybersecurity, cloud security environments, DNS, DHCP, System administration, information security, Network security, automation, ERP management
- Technical: Cloud Computing, Information Security, IT Service Management, Technical support, Virtualization, VMware, LAN/WAN, TCP/IP Networking, Windows Servers, Database - SQL, Linux, Technical Support, Project Management, Troubleshooting, IT Service management, Active directory, collaboration tools - workspace, Coda
- Leadership & Team Management: Mentoring staff, managing budgets, and directing security operations, Vendor management, IT management, project management ; Communication, adaptability, research, negotiation, strategic thinking, organization, listening, planning, conflict management, delegation
- Strategic Planning: IT Strategy, Developing IT policies, governance frameworks, IT Operations and aligning security with business goals, budgeting & financial management
- Personal skills: Communication, adaptability, time management
Accomplishments
- Reduced MTTR (Mean Time to Respond): Decreased incident response time by 40% by automating security workflows and implementing an enhanced SIEM solution.
- SOC Leadership: Established a 24/7 Security Operations Center (SOC), improving threat detection speed by 65%.
- Ransomware Mitigation: Led a team of 7 in mitigating a critical, high-level ransomware attack within 48 hours with zero data loss.
- Spearheaded the deployment of a centralized IT hotline, reducing response times by 40% and improving user satisfaction ratings.
- Orchestrated a seamless migration of 300 employees to a hybrid cloud infrastructure, resulting in a 40% increase in system performance and a 30% reduction in operational costs.
- Attack Surface Reduction: Architected a zero-trust security framework across the organization’s IT environments including cloud, reducing the overall attack surface by 73%.
- Team Leadership: Mentored and led a team of 7 professionals, improving team efficiency by 30% and reducing incident escalation rates.
- Architected a resilient enterprise network infrastructure with load balancing and failover mechanisms, achieving 96% uptime and slashing threat resolution time from weeks to less than 24 hours.
- Pioneered a disaster recovery strategy that guaranteed 99.9% business continuity and minimized data loss to within 5 minutes, resulting in recovery time objective of 3 minutes and the recovery point objective of 5 minutes.
- Formulated IT strategies and policies resulting in ICT integration in operations from 60% to 90%; enhancing service delivery efficiency by 45%; this unlocked mobile banking, creating new revenue streams and enhanced Customer satisfaction scores.
- Cost Savings: Saved $20,000 annually by optimizing security tooling and consolidating vendors.
- Automation: Championed the use of automation, reducing error prone manual tasks by 50%.
Affiliations
The Institute for the Management of Information Systems
Certification
- Cisco Certified Network Associate (CCNA) in progress : ( Est completion July 2026)
- CompTIA Cybersecurity Analyst (CySA+) in progress: ( Est completion June 2026)
LANGUAGES
English - Fluent
French - Intermediate
Kiswahili - Fluent
PROFESSIONAL TRAININGS UNDERTAKEN
- Ethical Hacking
- Microsoft Dynamics Navision ERP Support and Administration, August 2009, 2017 & 2020
- Cisco Certified Network Associate (CCNA) Course Work
- Microsoft systems Administration, Jan 2011
- NetApp Disaster Recovery system administration, May 2010
- Windows Servers Administration and Maintenance.
- Diploma in French - Alliance Française, 2003-2004
- Diploma in Marketing Management - Kenya Institute of Management, 2001-2003
VOLUNTEERING & LEADERSHIP
- Program Committee Member - ICTD
- Review short term papers for ICTD2014
Timeline
ICT Consultant
Top Edge Consultants
10.2024 - Current
General Manager ICT
Afya Sacco Ltd
01.2019 - 09.2024
IT Manager
Afya Sacco Ltd
01.2012 - 12.2018
Senior IT Officer
Afya Sacco Ltd
01.2008 - 12.2011
Bachelor of Science (Hons) - Computing and Information Systems
London Metropolitan University / Kenya College of Communications Technology
Master of Science - Information Systems
University of Nairobi