Felix Murage
Applications Support Engineer | Systems Administrator
Nairobi
Summary
Results-driven Applications Support Engineer with over 6 years of experience in banking, credit, helpdesk support, and ICT. Proficient in optimizing banking applications to improve operational efficiency. Demonstrated expertise in troubleshooting, process automation, and stakeholder engagement, consistently enhancing system performance and customer satisfaction. Committed to leveraging technology to streamline operations and drive business success through innovative solutions.
Overview
7
7
years of professional experience
2
2
Languages
Work History
Applications Support Engineer
Consolidated Bank of Kenya
05.2024 - Current
- Technical Support: Deliver expert application support for business systems, including Mobile Banking, Internet Banking, and Middleware Applications.
- System Monitoring: Manage the technical support for the bank’s switch system, ensuring optimal performance and uptime of ATMs, POS terminals, and other payment channels.
- IT Helpdesk: Manage the Bank's ticketing system to ensure every issue is assigned to a technician and is tracked to resolution.
- User Engagement: Provide continuous support and communication with users, enhancing user experience and addressing pain points effectively.
- Collaboration: Work closely with vendors and internal teams to resolve technical issues and improve system performance.
- Troubleshooting: Identify and resolve application issues using advanced troubleshooting techniques.
- System Optimization: Implement improvements to support business operations, resulting in increased efficiency and reliability.
Credit Officer
Consolidated Bank of Kenya
09.2018 - 04.2024
- Contact Debtors: Initiate contact with debtors through phone calls, letters, emails, or in-person visits to discuss their outstanding debts.
- Negotiation: Negotiate with debtors to establish payment arrangements, settle debts, or set up payment plans that are manageable for both the debtor and the creditor.
- Skip Tracing: Use skip-tracing techniques and tools to locate debtors who have changed their contact information or gone into hiding.
- Stakeholder Engagement: Engage other departments within the organization, legal teams, or external agencies as required to resolve outstanding debts.
- Customer Service: Provide information and assistance to debtors, helping them understand their financial obligations and options for resolving their debts.
- Report Generation: Generate reports and summaries of debt collection activities for management or clients, as needed.
Education
Master of Science - Data Science and Artificial Intelligence
European Global Institute of Innovation And Technology
Malta09-2026
Bachelor of Science - Information Technology
Technical University of Kenya
Nairobi 04.2001 -
Skills
- Applications testing, deployment and monitoring
- System performance monitoring
- ITIL framework expertise
- Linux Administration
- Scripting and Automation
Accomplishments
- Improved systems uptime. Through automations, we were able to improve systems uptime to 99.2% availability and increased the speed of resolution of issues.
- Implementation of a ticketing system. This made it easy for follow up of tickets raised and tracking of licenses and assets.
- Reduced fraud. This was achieved through implementation of the principle of least privilege (POLP) on key critical systems such as CBS.
- New mobile banking app. Through collaboration with business units and developers, we developed a new, modern mobile banking app which was launched in May 2025.
- Migration of ATM Services. Successfully participated in migration of ATM services to new vendor through providing technical support, UAT tests, pre-production tests and production.
Interests
Technology and Innovation, Data Analysis and Visualization, Leadership and Mentorship, Banking and Finance, Community Engagement and CSR
References
Available upon request.
Timeline
Applications Support Engineer
Consolidated Bank of Kenya
05.2024 - Current
Credit Officer
Consolidated Bank of Kenya
09.2018 - 04.2024
Bachelor of Science - Information Technology
Technical University of Kenya
04.2001 -
Master of Science - Data Science and Artificial Intelligence
European Global Institute of Innovation And Technology