DUKE MIKURO

Production Planning and Plant Optimization

• Output Excellence: Managed end-to-end refurbishment for 5,000+ cookers and 2,000+ components monthly, consistently achieving 100% of production plans.
• Productivity Engineering: Improved labor productivity by 30% through station-level output tracking and the elimination of process bottlenecks.
• Workflow Design: Redesigned plant layout using Lean principles, reducing internal material movement time by 30% and improving audit compliance from 60% to 90%.

Financial Stewardship and Quality Control

• Cost Optimization: Achieved annual savings of KES 12M by transitioning from full-unit replacement to a part-level refurbishment strategy.
• Yield Improvement: Increased First Pass Yield (FPY) from 82% to 96% by institutionalizing a "5 Whys" root cause framework for hardware failures.
• Inventory Integrity: Maintained 98% stock reconciliation accuracy for spare parts through a demand-based failure-rate stocking model.

Strategic Project and System Leadership

• Operational Governance: Established a Project Management framework for NOC tasks, utilizing Jira and Freshservice, that improved task delivery speed by 25%.
• Infrastructure Rollouts: Participated in the project planning for 20+ large-scale firmware and software releases per month across 3,000+ IoT endpoints, achieving a 100% success rate with zero critical rollbacks.
• Stakeholder Alignment: Collaborated with Customer Care, Engineering, and Field Maintenance to translate technical objectives into shared KPIs, increasing inter-departmental SLA compliance from 85% to 95%.

Network Reliability and Incident Governance

• Uptime Leadership: Managed the IoT fuel ATM network, maintaining a record 98% uptime.
• Major Incident Management: Served as the Lead Incident Manager for P1/P2 events, reducing Mean Time to Repair (MTTR) by 40% through streamlined conference bridge initiation and stakeholder communication.

ITIL Framework Implementation (Incident, Change, and Problem Management)

• Problem Management: Spearheaded "Unknown Root Cause" investigations, identifying the top recurring failure patterns and eliminating 60% of repeat incidents.
• Change Governance: Designed and managed hardware/software change management plans, ensuring all network updates were documented with comprehensive rollout/back-out checklists to minimize service disruption.
• Incident Lifecycle Ownership: Standardized the end-to-end ticketing framework. Reduced long-pending incidents (>7 days) by 60% through the implementation of a proactive backlog sprint methodology.
• Event Management: Implemented proactive "change-of-state" monitoring, allowing the team to detect and resolve 15% of potential disruptions before they impacted the end customer.

Team Leadership and Knowledge Management

• Performance Coaching: Managed a team of 13 Engineers through structured skills-gap assessments and monthly performance reviews.
• Knowledge Base Architecture: Authored 120+ Knowledge Base articles and process manuals, reducing repeat troubleshooting time by 35% and cutting onboarding time for new hires by 30%.

• Technical Resolution: Achieved over 80% First-Touch Resolution (FTR) rate for incoming IoT infrastructure alerts, preventing unnecessary field dispatches.
• Deployment Success: Participated in the rollout of firmware/network releases.
• Proactive Monitoring: Worked on identifying false-positive alerts on live monitoring tools.