An Information Technology professional focused on results, who has shown a successful history in managing successful technology initiatives and delivering quantifiable results. Master of lifecycle management approaches and decisions informed by data. Proficient in metrics reporting for senior levels and integrating a variety of data sources to streamline performance. Taking advantage of a deep understanding of users/customers, systems and IT processes to reliably surpass operational goals. With a reputation for remarkable organizational proficiency, customer service and a positive attitude, effectively manages a variety of priorities while preserving high standards. Showed skill in taking action and fostering team achievement.
Hi, I’m
ERICK CHEPKONGA AMDANY
IT Service Continuity and Resiliency Expert
Nairobi
Summary
Overview
6
years of professional experience
Work History
State Department for MSMEs Development
Senior Information Technology Officer
07.2022 - Current
Job overview
- Maintained a high level of customer satisfaction with prompt issue resolution and proactive system maintenance.
- Optimized website performance and user experience by updating content, design, and functionality elements regularly.
- Collaborated with cross-functional teams to develop technology strategies aligning with overall business objectives.
- Managed wireless networks including setup, configuration and optimization resulting in consistent connectivity throughout facilities.
- Enhanced network security with the installation of firewalls and monitoring systems, reducing potential threats.
- Established effective communication channels between technology teams ensuring seamless collaboration during project execution.
- Mentored junior IT staff members to improve their technical skills and enhance team performance.
- Provided expert guidance on purchasing and integrating new technologies while adhering to budgetary constraints.
- Developed comprehensive documentation on IT policies, procedures, and best practices for reference across the organization.
- Resolved workflow issues to optimize team productivity and improve delivery times.
- Established positive relationships with industry leaders to gain insight into innovations and trends.
- Ensured smooth operation of critical systems by performing routine backups and disaster recovery planning.
- Data Management: Organizing and managing data, ensuring data accessibility, and implementing data security measures.
- Identifying skill requirements Conducting training sessions and identifying skill requirements to enhance team capabilities.
- Identifying tool requirements: Identifying tools, services, and repair facility requirements
- Monitoring performance: Monitoring performance and managing system parameters to provide fast query responses to front-end users
e.KRAAL Innovation Hub
Business Development and Junior Product Manager
01.2020 - 06.2022
Job overview
- Worked in product pod environment consisting of product developers, design teams, software personnel and quality assurance testers.
- Managed cross-functional teams to commercialize new products and drive improvements.
- Championed customer-centric approaches in all aspects of product design, prioritizing user needs and expectations.
- Developed comprehensive product roadmaps to guide the team towards achieving business goals.
- Enhanced product features by closely working with engineering teams and providing detailed specifications.
- Established strong communication channels between departments, streamlining workflows and fostering collaboration.
- Conducted competitive analysis to identify market gaps and opportunities for growth in the industry sector.
- Fostered a culture of innovation within the team, encouraging ideation sessions and creative brainstorming activities for new product ideas.
- Streamlined processes, optimizing resource allocation and reducing development time.
- Boosted customer satisfaction rates through continuous monitoring of user feedback and implementing necessary improvements.
- Represent the company by visiting customers to solicit feedback on company products and services
- Work closely with engineering and development teams to deliver with quick time-to-market and optimal resources
CIC General Insurance
Customer Service and Underwriting Assistant
12.2018 - 12.2019
Job overview
- Developed and maintained strong relationships with agents and brokers, ensuring smooth communication and transaction processes.
- Continuously sought opportunities to improve personal performance, incorporating feedback from supervisors and peers into daily work processes.
- Managed a diverse caseload of applications, efficiently organizing workload to meet tight deadlines without sacrificing quality or accuracy.
- Enhanced risk management by developing checklist for underwriters to use when assessing high-risk applications.
- Improved customer satisfaction by quickly addressing and resolving queries related to underwriting processes.
- Collaborated with team members to achieve department goals, consistently meeting or exceeding established performance metrics.
- Aided in training new Underwriting Assistants, sharing knowledge of company procedures and systems to ensure their successful integration into the team environment.
- Reviewed policy documents for completeness and accuracy before submission, minimizing the need for revisions or cancellations due to errors.
- Contributed to loss ratio improvement by assisting underwriters in identifying potential fraud risks during application review.
- Collaborated with claims department to review and assess impact of claims on underwriting strategies.
- Optimized workflow by identifying bottlenecks in application review process and proposing effective solutions.
- Ensured compliance with all regulatory requirements through diligent record-keeping and strict adherence to company policies.
- Maintained high levels of accuracy in data entry, reducing errors in policy issuance and minimizing potential losses.
- Maintained up-to-date knowledge of industry developments and regulatory changes, ensuring company practices remained compliant.
- Assisted in the negotiation of policy terms and conditions, demonstrating strong analytical skills and attention to detail.
Education
EC-COUNCIL
Certified Ethical Hacker
12.2024
University Overview
United States International University
Bachelor of Science: Information Systems Technology
University Overview
Institute of Advanced Technology (IAT)
No Degree: International Computer Driving License
University Overview
Upperhill School
Kenya Certificate of SECONDARY Education (KCSE)
University Overview
Utawala Academy
Kenya Certificate of Primary Education (KCPE)
University Overview
Skills
Business Intelligence
Accomplishments
Accomplishments
- Successfully tested and introduced products to the market.
- Built customer loyalty and retention by delivering excellent underwriting experiences.
- Developed strong rapport with customers and created positive impression of business.
Additionalinformation - Referees
Additionalinformation - Referees
- Hon. Susan Mang'eni, Principal Secretary, State Department for MSMEs, Susan.Mangeni@msme.go.ke, 0722847100
- Joy Kinyua, Product Manager, eKRAAL Innovation Hub, Jkinyua@e-kraal.com, 0723783889
- Jedidah Muriuki, Underwriting Manager, CIC Insurance Group, Jedidah.Muriuki@ke.cicinsurancegroup.com, 07226341107
- Maj. Geoffrey Kigen, Manager Security services, Kenya Power, GKigen@kenyapower.co.ke, 0723944247
Timeline
Senior Information Technology Officer
State Department for MSMEs Development
07.2022 - Current
Business Development and Junior Product Manager
e.KRAAL Innovation Hub
01.2020 - 06.2022
Customer Service and Underwriting Assistant
CIC General Insurance
12.2018 - 12.2019
EC-COUNCIL
Certified Ethical Hacker
United States International University
Bachelor of Science: Information Systems Technology
Institute of Advanced Technology (IAT)
No Degree: International Computer Driving License
Upperhill School
Kenya Certificate of SECONDARY Education (KCSE)
Utawala Academy
Kenya Certificate of Primary Education (KCPE)
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