Summary
Overview
Work History
Education
Certification
Technology Summary
References
Timeline
Generic

Faisal Shah

Digital Channels Operation Manager
Nairobi

Summary

Highly motivated BSc (Applied Business Computing) graduate with experience in Customer Service, IT Helpdesk and Administrative Support functions. Advanced support skills in Microsoft Office and working experience of website design and production. Highly organized and detail oriented with the ability to maintain confidentiality and work independently. Excellent team player with good verbal and written communication skills and ability to work successfully with all levels of staff and management.

Overview

16
16
years of professional experience
4
4
years of post-secondary education
2
2
Certifications

Work History

Network administrator

Habib Bank AG Zurich
2 2017 - Current
  • Collaborating with cross-functional partners to manage all aspects of Digital Banking & operations
  • Serve as a liaison and primary point of contact within the group for cross functional partners to evaluate, prioritize, develop, manage, implement and test operational & digital initiatives
  • Participate in the development and execution of strategic and tactical business plans with other members of the cross functional team supporting operations excellence & digital banking
  • Manage the user experience of the website & mobile app
  • Provide first level support and management of incidents and change requests according to established processes
  • Proactively monitor the service performance and identify any potential issues
  • Regularly communicates with stakeholders on incident progress and change / implementation plans and ensures that all tickets are being progressed and resolved within SLAs
  • Maintain the knowledge management systems and ensures that the information is up to date
  • Contribute to the continuous improvement of support processes in order to deliver excellent service to the customers
  • Assisted in training technical support staff to manage and troubleshoot issues pertaining to digital banking
  • Utilized the branch staff to manage and keep track of customer interactions
  • Provided assistance to development engineers in Dubai to develop, test & implement new digital products
  • Assisted on systems troubleshooting and diagnostics
  • Handle all customer visa disputes as well as support all Visa Reconciliation process
  • Visit customers and train them on the different digital products and to ensure a smooth transition on the digital platform.

Deputy manager, Computer Operations

Habib Bank AG Zurich
12.2011 - 02.2017
  • As the IT Officer in the bank’s head office branch, my main duties involve providing technical support and guidance in all computer operations related matters as well as solving any user queries or issues arising from the bank’s core banking application (Hplus) to all users across the bank’s Kenyan branches
  • Main duties and responsibilities: Business Change officer – Creating Incidents Tickets, Change Requests and Projects in liaison with the users and coordinating with Global Information Technology department for Implementation of the changes and new projects
  • Liaison with third party service provider for acquisition and maintenance of Services, Systems Software, Hardware and Network equipment in accordance with the banks Information Security Policies
  • Run SQL queries to derive financial report i.e
  • Loan listings, customer information, deposits and management specific reports
  • Implementation of the banks IT polices
  • Maintenance and provision of user support, administration and troubleshooting on the use of local and wide area networks, workstations and connections to the Internet and the relevant equipment
  • Monitoring the performance of and controlled access to the bank’s computer systems and computer networks
  • Carrying out routine feasibility tests on security and quality controls as defined in the bank’s Information Security Policy
  • Maintenance of the banks Inventory of information assets
  • Evaluating and installing of the appropriate computer hardware and operating system software and applications as per user /department requirements and in accordance with banks information security policies
  • Carrying out the required data backups and Continuity of Business procedures as defined in the Bank’s Business Continuity policies
  • Implementing tight security measures across all Banking equipment and user terminals in accordance to the Banks Information Security policy
  • Measures include enabling of firewalls, disabling Mass storage utilities, enabling storage media encryption, creation of Root /Admin passwords as well as user passwords
  • Coordination in provision of required information by external regulatory authorities, internal and external auditors in consultation with the local management and in accordance with banks information security policies.

Network Manager

British School of Commerce
02.2010 - 11.2011
  • BSC Nairobi is a Division of the London School of Commerce Group and operates international campuses in Europe, Asia and Africa
  • I initially worked as part of a team in the planning, designing (physical design layout) and setting up the Local Area Network based on the School’s networking requirements and within their allotted budget
  • Main tasks included: Setting up the patch panel by punching in and trunking all Ethernet cables for physical connectivity
  • Installing and configuring the switch and router
  • Installing and configuring windows 2008 R2 server
  • Setting up a secured WIFI zone in designated spots for wireless internet access
  • Once the installation of the LAN was complete I was in charge of network administration, server maintenance, security and support
  • Main responsibilities included: Setting up domains, organizational units, user accounts and defining the relevant security policy for each of the domains
  • Manage user accounts, permissions, email, and anti‐virus, anti‐spam
  • Managing network security policies
  • Monitoring the network, its hardware and software for potential problems
  • Troubleshooting network problems.

I.T. Administrator

East African School of Business Studies
01.2009 - 01.2010
  • A private Business School in Nairobi offering courses in Business, Finance, Travel and I.T
  • As I.T
  • Administrator, my primary role is basically to develop, maintain co‐ordinate and manage the School’s database system and website/student portal and provide the relevant ICT support to all end users (students and staff)
  • Main Responsibilities: Implementing and maintaining the core administrative support functions relating to the ICT needs of the School
  • Procuring service providers in line with the School’s policies and procedures and thereafter maintenance and management of all relevant service contracts and the respective administrative responsibilities involved
  • Maintenance of up to date records on the School’s, Students’ and relevant Examining Bodies’ and routine maintenance of relevant back up procedures
  • Periodic maintenance and updating of the School’s website/student portal with relevant information as and when necessary and implementation of ICT projects to assist in effective database management and controls suited to the School’s end user I.T
  • Needs
  • Production of periodic course monitoring reports for examining bodies and senior Management audit functions.

IT Consultant

Synresins Kenya
08.2008 - 12.2008
  • I was hired as a consultant to head a project that involved setting up, installing, and configuring automation equipment for Synresins Kenya (the leading producer of resin products in EA) for the purpose of gathering and recording data to enable round the clock monitoring of key processes taking place in all reactors in the plant rooms
  • The key phases of the project were as follows: Laying and trunking cables across 2 plant rooms (100m apart) for the purpose of connecting 10 temperature controller boxes to a central unit known as the HMI (human machine Interface)
  • Setting up and configuring the temperature recording terminals
  • Interfacing all terminals to a central point of display (HMI) that shows output from all the devices it is connected to
  • Designing a software program which enables the HMI to process data coming from all connected devices and display the results in a graphical format
  • Put a system in place that allows the operator to automatically produce a Time VS Temperature graph every 24 hours
  • The aim of the project was to automate and streamline the task of gathering, processing and storing of data in a safe, efficient manner and thereby eliminating the need for manual data entry which is often unreliable and not entirely accurate.

Education

Bachelor of Science in Applied Business Computing -

University of Sunderland, UK
07.2004 - 05.2008

Diploma and Advanced Diplomas in Information Technology - undefined

London School of Commerce, UK

International Computer Driving License - undefined

Institute of Advanced Technology, Kenya

Certification

The African Advanced Level Telecommunications Institute (AFRALTI), Kenya, CCNA Foundation Course, 09/2003

Technology Summary

AIX, Linux, Unix (Solaris/HP‐UX), Windows 10/NT v4.0, DB2, Oracle 8/7, Informix, MS Access

References

  • Richard Muraya, BCM and IT manager, Habib bank AG Zurich, PO BOX 30584, 0722813146, R.muraya@habibbank.com, +254 (020) 3340829
  • Imran Abdulla, EMEA Manager at Orbus Software- Business and IT Transformation solutions., Orbus Software, 111 Buckingham Palace Rd., London, SW1W OSR, +44 (0) 7882 93978, imran.abdulla@orbussoftware.com
  • Neelam Shah, Group Head-Strategic Investments at Boma Panafrican Limited, +254 700344700, neelamshah80@gmail.com
  • Emanuel Mbithi, Head of Risk, Habib bank AG Zurich, PO BOX 30584, 254 733782793, +254 (020) 3340829, E.mbithi@habibbank.com

Timeline

Deputy manager, Computer Operations

Habib Bank AG Zurich
12.2011 - 02.2017

Network Manager

British School of Commerce
02.2010 - 11.2011

I.T. Administrator

East African School of Business Studies
01.2009 - 01.2010

IT Consultant

Synresins Kenya
08.2008 - 12.2008

Bachelor of Science in Applied Business Computing -

University of Sunderland, UK
07.2004 - 05.2008

Network administrator

Habib Bank AG Zurich
2 2017 - Current

Diploma and Advanced Diplomas in Information Technology - undefined

London School of Commerce, UK

International Computer Driving License - undefined

Institute of Advanced Technology, Kenya
The African Advanced Level Telecommunications Institute (AFRALTI), Kenya, CCNA Foundation Course, 09/2003
CompTIA, Illionois, USA, A+ Certified Professional, 06/2002

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Faisal ShahDigital Channels Operation Manager