Felix Murage
Nairobi
Summary
Application support engineer with extensive experience in user support and application management. Proficient in resolving technical issues and conducting root cause analysis. Committed to enhancing customer satisfaction and delivering effective solutions.
Overview
7
7
years of professional experience
Work History
Applications Support Engineer
Consolidated Bank of Kenya
Nairobi
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.
- 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.
Credit Officer
Consolidated Bank of Kenya
Nairobi
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 Technology - Information Technology
Technical University of Kenya
Nairobi12-2017
Skills
- Application testing and deployment
- System monitoring
- ITIL framework
- Incident management
- Linux administration
- Scripting and automation
- IT help desk support
- Data analysis and visualization
- Python programming
- SQL database management
- Stakeholder engagement
Accomplishments
- Improved systems uptime to 99.2% availability and increased the speed of resolution of issues through automations.
- Implemented a ticketing system for easy follow-up of tickets raised and tracking of licenses and assets.
- Reduced fraud through implementation of the principle of least privilege (POLP) on key critical systems such as CBS.
- Developed a new, modern mobile banking app launched in May 2025 through collaboration with business units and developers.
- Successfully participated in migration of ATM services to new vendor through providing technical support, UAT tests, pre-production tests and production.
Hobbies and Interests
- Technology and Innovation
- Data Analysis and Visualization
- Leadership and Mentorship
- Banking and Finance
- Community Engagement and CSR
Languages
- English, 100%
- Swahili, 100%
References
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
Master of Science - Data Science and Artificial Intelligence
European Global Institute of Innovation And Technology
Bachelor of Technology - Information Technology
Technical University of Kenya