IAN MURIMI
Operations And Support Engineer
Nairobi
Summary
Experienced Operations and Support Engineer familiar with user support and root cause analysis. Advanced knowledge of IT systems and infrastructure operations and dedication to see issues through to end. Works well in remote and desk-side environments.
Overview
8
8
years of professional experience
7
7
years of post-secondary education
4
4
Certifications
3
3
Languages
Work History
Operations and Support Engineer
Safaricom PLC
Nairobi, Kenya, Nairobi Province
03.2022 - Current
- Completed large number of technical support tickets each week, maintaining high first-call resolution rate.
- Documented technical issues and solutions to enable tracking history and maintain accurate logs.
- Developed strong relationships with key clients such as KCB, acting as their primary point of contact for all technical concerns.
- Reduced response times by prioritizing urgent requests and escalating issues when necessary.
- Collaborated with cross-functional teams to resolve complex problems, ensuring seamless system operations.
- Collaborated with other departments to implement system-wide improvements such as patching of OS to close on vulnerabilities.
- Managed multiple projects simultaneously, staying organized and meeting deadlines consistently.
- Executed routine maintenance activities on systems infrastructure, preventing potential downtime scenarios while minimizing impact on customers' daily operations.
- Patched software and installed new versions to eliminate security problems and protect data.
- Provided mentorship to junior support engineers, fostering culture of continuous learning and improvement.
- Participated in on-call rotations to provide 24/7 support, ensuring continuous system availability.
- Tested new software and hardware prior to deployment.
Technology Solution Architect
Huawei Technologies
Nairobi, Nairobi Province
01.2021 - 02.2022
- Provided technical leadership in the development of cutting-edge applications, driving project success.
- Implemented successful disaster recovery plans, safeguarding critical business data during unforeseen events.
- Led architecture design reviews, establishing best practices and maintaining consistency throughout projects.
- Mentored junior team members, fostering skill development and promoting professional growth.
- Collaborated with cross-functional teams to deliver high-quality technology projects on time and within budget.
- Ensured seamless integration between various systems by designing robust APIs and middleware components.
Software Engineer
Huawei Technologies
Nairobi, Nairobi Province
11.2018 - 01.2021
- Implemented effective debugging strategies, resulting in fewer software defects and increased reliability.
- Consistently met project deadlines by effectively managing time and prioritizing tasks according to importance.
- Analyzed proposed technical solutions based on customer requirements.
- Coordinated with other engineers to evaluate and improve software and hardware interfaces.
- Optimized algorithms for faster processing, reducing overall computation time.
- Integrated new technologies into existing systems, increasing capabilities and improving overall performance.
- Automated routine tasks, freeing up valuable developer time for more complex problem-solving.
- Reduced system downtime and improved reliability by proactively identifying and addressing potential system vulnerabilities.
- Corrected, modified and upgraded software to improve performance.
- Coordinated deployments of new software, feature updates and fixes.
Network Engineer
Huawei Technologies
Nairobi, Nairobi Province
10.2017 - 11.2018
- Provided hands-on troubleshooting, routing and switching to resolve issues with 99.999% efficiency
- Maintained communication with colleagues to promote knowledge sharing and project collaboration
- Contacted manufacturers and vendors for warranty repairs and replacements
- Managed network performance and implemented changes to improve efficiency
- Maintained hardware and software for networks and assisted in installation and upgrade of servers
- Configured network equipment for installations, performed lifecycle refreshes and performed post-installation testing for turnkey services
- Diagnosed and resolved complex network problems
- Developed and implemented policies and associated training plans for network administration and disaster recovery
- Liaised with team members to complete progress tracking checks and deliver network projects before deadlines
- Responded to network security breaches by identifying, troubleshooting and resolving vulnerabilities to protect clients
- Collaborated with other teams to support new network installation and provide cross-functional solutions
- Reviewed system logs to identify performance inefficiencies and implement appropriate solutions
Procurement Engineer
China Railway Group Co., Ltd
Nairobi, Nairobi Province
11.2016 - 10.2017
- Oversee the purchase of technical equipment for industrial operations
Education
Master of Science - Artificial Intelligence
University of Hull
United Kingdom 01.2023 - 01.2025
Bachelor of Engineering - Electronics And Information Engineering
South China University of Technology
Guangzhou, China 09.2012 - 06.2017
Skills
Amazon Web Services
Linux administration
Machine Learning (Tensorflow, Keras, Scikit-learn, Pandas, Numpy)
Oracle Administration
Software Testing
Vendor and Partner management
Testing and debugging
Hardware and software installation
Incident management
Network troubleshooting
Software installations and configuration (SuSE Linux, Windows Server)
Hardware troubleshooting
Server maintenance
Software support
Programming (Python, Java)
Certification
AWS Technical Essentials
Awards
- COVID WARRIOR - An individual award, awarded for endless support of MPESA during the COVID pandemic.
- Shining Star Award - An individual award, awarded for leading setup of MPESA system infrastructure on time, despite difficulties of the lockdown during the COVID pandemic.
- GTS Global Award - This is a global individual award given to excellent employees for their outstanding contribution in the projects they have participated in.
- Shining Star Award - An individual award, awarded for making considerable contributions in M-PESA projects and standing out in key events.
- Reform Heroes of Carrier Software Award - It is an individual award medal, to individuals that have shown competence and dedication in delivery of Software Services. I received the award for delivery of services in the Mobile Money platform MPESA and FULIZA system.
- Shining Star Award - an individual award awarded to outstanding employees in the delivery and service department, recognizing outstanding contributions for support and system maintenance.
Timeline
Master of Science - Artificial Intelligence
University of Hull
01.2023 - 01.2025
Operations and Support Engineer
Safaricom PLC
03.2022 - Current
Technology Solution Architect
Huawei Technologies
01.2021 - 02.2022
Software Engineer
Huawei Technologies
11.2018 - 01.2021
Network Engineer
Huawei Technologies
10.2017 - 11.2018
Procurement Engineer
China Railway Group Co., Ltd
11.2016 - 10.2017
Bachelor of Engineering - Electronics And Information Engineering
South China University of Technology
09.2012 - 06.2017
AWS Technical Essentials
AWS Partner: Accreditation (Technical)
AWS Partner: Sales Accreditation (Business)
Java System Development
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