Elias John Kabuga
IT Support & System Specialist | SQL & Troubleshooting Expert | Incident & Problem Management (ITIL Certified)
Summary
I’m a dedicated IT Specialist with 4+ years of hands-on experience supporting mission-critical application systems. I excel at diagnosing and resolving complex technical issues, programming efficient SQL Database queries, and delivering exceptional customer support in high-stakes environments.
🔹 Experienced in different levels of IT Service Management, Operations & Troubleshooting, Quality Assurance, Project Management, Compliance Systems SWIFT environments, Cloud services and Digital Transformation & Implementation
🔹 ITIL-certified: skilled in Incident & Problem management and root cause analysis
🔹 Passionate about aligning technology with business objectives to drive operational excellence
Collaboration, problem-solving, and continuous improvement are at the heart of my approach. I thrive in dynamic environments where technology meets business, and I’m always looking to contribute to impactful digital transformation.
Let’s connect — I’m open to networking, collaboration, and new opportunities that challenge and inspire.
Overview
6
6
years of professional experience
18
18
years of post-secondary education
7
7
Certificates
Work History
Payments & Compliance System Analyst
NCBA BANK
01.2023 - Current
- In my role as a Payments & Compliance System Analyst at NCBA Group, I maintain robust and compliant payment systems across multiple subsidiaries, ensuring operational continuity and adherence to AML regulations. My expertise in application analysis and SWIFT environments supported secure operations, risk mitigation, and cross-functional collaboration.
- Implemented rigorous testing procedures to ensure optimal performance and minimize errors in software applications.
- Conducted comprehensive system analyses to identify areas for improvement and optimization.
- Increased system security by identifying potential vulnerabilities and implementing robust safeguards against unauthorized access or data breaches.
- Reduced downtime during system upgrades by developing thorough rollout plans that minimized potential disruptions to daily operations.
- Executed successful integrations with third-party applications, expanding functionality available through core systems platforms without compromising stability or security considerations.
- Communicated and explained business requirements to team members to understand and implement functional demands.
- Performed internal system acceptance to deliver well-tested enhancements and meet business requirements.
IT Support Operation Officer
Preferred Personnel Africa Ltd
10.2022 - 12.2022
- In my role as an IT Support Operation Officer at Preferred Personnel Africa Ltd in Nairobi County, Kenya, I provided 2nd and 3rd level support for IT Application systems at NCBA Bank, handled customer service tickets, and developed SQL queries to diagnose and resolve technical issues. I also provided customer support, troubleshooting internet issues, and collaborated with cross-functional teams to resolve customer issues promptly.
- Established effective relationships with key stakeholders at both internally and externally for increased collaboration opportunities.
- Implemented process improvements that streamlined workflows, reducing redundancies and increasing operational efficiency.
Enterprise Application IT Support (Contract)
NCBA BANK
03.2022 - 10.2022
- In my role as Enterprise Application IT Support at NCBA Group, I was responsible for providing technical support for Business Financial Systems analytical system support across multiple countries in NCBA East Africa Subsidiaries
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
- Participated in team projects, demonstrating an ability to work collaboratively and effectively.
Product Specialist (Intern)
NCBA BANK
11.2021 - 02.2022
- Assisted with demonstrations for AML products to showcase functionality.
- Continually expanded knowledge of learning gaining skills
- Boosted customer retention by providing exceptional product support and addressing user concerns.
- Led cross-functional teams to align product development with customer needs, achieving high satisfaction rates.
- Collaborated with cross-functional teams to streamline product development processes.
Data Entry Clerk
KASNEB
12.2019 - 12.2019
- Completed data entry tasks with accuracy and efficiency.
- Organized, sorted, and checked input data against original documents.
- Sorted documents and maintained organized filing process.
- Verified accuracy of data entered into system to produce error-free reports.
- Entered data into various computer systems accurately using Microsoft Office Suite.
- Verified entered data against source documents to maintain consistency across multiple platforms within the organization.
- Maintained strict confidentiality of sensitive client information, ensuring compliance with industry regulations and company policies.
- Followed established procedures to enter and process data correctly.
Education
Bachelor of Science - Information Technology
THE TECHNICAL UNIVERSITY OF KENYA
Nairobi, Nairobi Province, Kenya 04.2017 - Current
K.C.S.E. - English, Kiswahili, Mathematics, Chemistry, Biology, Physics, Computer Studies, Geography
NJABINI HIGH SCHOOL
South Kinangop, Nyandarua District, Kenya 01.2013 - 01.2016
K.C.P.E. - English, Kiswahili, Mathematics, Science, Social Studies, CRE
JUTER ACADEMY
Ruiru, Kiambu District, Kenya 01.2005 - 01.2012
Certification
PRINCE2® Project Management Overview
Languages
English
Swahili
Attributes
- I have excellent interpersonal skills demonstrated in the ability to effectively serve customers and develop strong working relationships with staff.
- I am a patient and flexible person and can adapt to any changes made with ease.
- I am committed, hardworking and reliable.
- I am able to handle and work under pressure and meet deadlines.
- I have the willingness to learn in order to grow professionally and personally.
Languages Profile
- English
- Kiswahili
Playing puzzles, Reading, Volunteering, Swimming
- Passionate about coding small automation tools and exploring Linux-based systems
- Regular participant in local hackathons and tech meetups
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