Idah Ncooro
IT Support Engineer
Nairobi,Nairobi
Summary
My extensive background as a technology-oriented professional with over 12 years of experience in the banking and technology sectors can have a significant impact on the company I am applying to in several
ways. My experience as an IT Support Engineer, Technology Banking Operations Manager, and Service Desk Analyst has equipped me with a profound understanding of IT infrastructure. This means I can contribute to the company's IT operations by providing valuable insights, optimizing existing systems, and ensuring efficient management of technology resources. With my proven skills in O365 Administration, change management and project management of IT systems, I can help the organization navigate through technological transitions seamlessly. This includes overseeing large-scale technology upgrades, which can improve the company's competitive edge and operational efficiency.
Overview
7
7
years of professional experience
Work History
Technology Banking Operations Manager
Kenya Commercial Bank Group
Nairobi
01.2023 - 08.2023
- Performed Banks Core Banking System Close of Business (COB) in a timely manner for four countries.
- Performed CARD End of Day Close of Business and Perform Mobile Loans EOD COB.
- Extracted and distributed PRE & POST COB reports.
- Monitored processing of quick pay files, inward cheques and swift files movements.
- Ensured that all AUTO jobs are up and running.
- Monitored the system performance and escalation to administrators to ensure faster problem resolution.
- Maintained knowledge of operating procedures and standards.
- Ensured seamless handover to the next shift team.
IT Support Engineer
Kenya Commercial Bank Group
Nairobi
08.2018 - 12.2022
- Provided the highest level of technical skill and expertise in Active Directory, MS Exchange messaging services, mobile messaging, collaboration services and network services such as DNS and DHCP.
- Monitored and supported the availability of the messaging infrastructure including Microsoft Exchange Server, Microsoft O365, MS Active Sync and Microsoft Teams.
- Designed, implements and oversees a proactive process to collect and report data and statistics on the exchange environment; ensures the systems operate efficiently and meet the needs of the organization; ensures they are kept at most current stable version/release; performs research and testing to verify impact of installing all updates; responds to reports of slow or erratic performance.
- Design, implementation, configuration and administration of high availability, business continuity, disaster recovery and site resilience framework for the Messaging and Collaboration Platform.
- Designed and deployed new applications and enhancements to existing applications, software, and operating systems. Create and maintain documentation as it relates to system configuration, mapping, and processes.
- Researched, monitored and recommended state-of-the-art technologies that may have an application at the Bank by enhancing productivity and achieving client business objectives.
- Collaborated with other IT staff to ensure smooth and reliable operation of software and systems for fulfilling business objectives and processes.
- Developed, implemented and adhered to regular systems maintenance policies and procedures, including change request mechanisms and update schedules to ensure optimum uptime and service availability.
- Provided support on IT systems for staff in Kenya, Uganda, Tanzania, Burundi, Rwanda and South Sudan: MS Exchange Server, MS O365, MS Threat Management Gateway, Quick-pay & E-statements, Forcepoint SMTP Gateway Platform, Active Directory Rights Management Services, and System Center Configuration Manager (SCCM).
- Deployment, monitored and supporting the availability of the Messaging & Collaboration infrastructure including the Exchange Server System, MS O365 and MS Intune MDM
- Provided primary support and subject matter expertise on: Enterprise Messaging Services (MS Exchange Servers, Microsoft ActiveSync, Push Emails Services, MS Intune) O365 administration and related infrastructure, Email Archiving and E-discovery systems, Active Directory Services, Active Directory, Group Policy Objects (GPO), DHCP, IIS and DNS, Online Collaboration Systems – Teams, Microsoft Systems Center Configuration Manager, Patch Management, MS Threat Management Gateway, Internet Access and Publishing of websites, Quick-pay & E-statements, Forcepoint SMTP Gateway Platform, Microsoft Root Certificate Authority Server, E-banking channels email communications, and Kondeco Meeting Room System.
- Provided 2nd Level support on Active Directory and Microsoft Exchange in subsidiaries, Internet Banking and Mobile Banking channels email communications, and Intranet.
- Exchange/Office 365 support, maintenance, and administration (Account provisioning, migration from Exchange to office 365, distribution group creation). SharePoint administration and support.
- Troubleshoot and customize Office 365 applications including Word. Excel, One Note, skype for business, Outlook, Power Point, and Microsoft Access.
- Preparation, documentation and maintenance of computer hardware assets inventory and management standards as per the bank guidelines.
- Liaising with external suppliers and vendors for the delivery and ongoing support and maintenance of relevant hardware and software.
- Research, testing and implementation of new hardware technology related to computer hardware and software to enhance performance.
- Implemented and adhere to regular systems maintenance policies and procedures, including change request mechanisms and update schedules to ensure optimum uptime and service availability.
- Conducted research on software systems products to justify recommendations and to support purchasing efforts.
- Performed recovery and testing of systems and processes in accordance with the company's disaster recovery and business continuity strategies.
- Created and maintained best practice policies and procedures for business users; ensuring that there are adequate controls around that all service improvements are managed effectively and meet the needs of the organization.
- Reviewed applications performance indicators and implementing improvements, upgrades, enhancements and patches as required.
- Assisted end users with Applications related enquiries and problems as reported in a timely manner in line with SLA
Manager Service Desk 2nd Level Support
Kenya Commercial Bank Group
Nairobi
01.2017 - 07.2018
- Provided second level user support to staff on software and hardware problems and enquiries throughout the bank (local and subsidiaries).
- Provided second level support on Core Banking Systems i.e T24, ETL, Card Systems.
- Managed the IT Call center tools; - telephone calls, emails and the service desk tool.
- Established stringent access control management on user account creation, maintenance and termination on operating systems, applications, and databases to ensure information systems security, integrity, and confidentiality.
- Implemented and supported identity and access management solution and processes in line with the identity life cycle management policies.
- Designed, implemented, and supported privileged access management solution and processes in line with the privileged access management policies and ensure the principle of least privilege.
- Served as the custodian for user access matrices of all mission critical systems and roles, automation platforms, and processes; as well as serve as a Subject Matter Expert (SME) for identity privileged access management.
- Developed policies, standards, procedures and guides relative to identity and privileged access management best practices.
- Performed and coordinated periodic user recertification exercises across the enterprise, report compliance failures to management and follow up for immediate remediation.
- Performed periodic privileged access audits on the systems identifying excessive permissions granted and follow up for immediate remediation.
- Assessed and implemented actions resulting from periodic user recertification exercises across the Kenya Commercial Bank group landscape.
- Investigated, diagnosed and resolved all first level user management incidents assigned within the agreed timelines in the Service Level Agreement.
- Provided input and feedback in gaps and enhancements to user Management of all mission critical systems and roles, automation platforms, and processes.
- Escalated more complicated and technical problems to the 3rd level support within the Technology departments.
- Ensured that daily status reports are compiled and continually modified to meet the needs of the business as well as reporting to senior managers on any issue that could significantly impact the business.
- Defined, created, and delivered user management appropriate documentation to the defined Technology team standards and ensuring that new procedures are documented in an efficient and timely manner and that suitable version control is employed.
- Created and delivered Service Catalogue, Client Support technical documentation and Knowledge base content and ensure they are disseminated to users.
- Created ITSM awareness and other IT applications across the business.
Education
Bachelor of Science - Bachelor of Science in Information Technology
Jomo Kenyatta University of Agriculture And Techno
Thika07.2004
Diploma - Information Technology
Jomo Kenyatta University of Agriculture And Techno
Thika06.2002
Skills
- Technical Expertise
- Leadership and Management Skills
- Communication Skills
- Problem-Solving and Decision-Making
- Interpersonal Skills
- Good Telephone Etiquette
- Software Proficiency
- Self-Motivated
- MS Office
- Teamwork and Collaboration
- Analytical and Critical Thinking
- Flexible and Adaptable
Timeline
Technology Banking Operations Manager
Kenya Commercial Bank Group
01.2023 - 08.2023
IT Support Engineer
Kenya Commercial Bank Group
08.2018 - 12.2022
Manager Service Desk 2nd Level Support
Kenya Commercial Bank Group
01.2017 - 07.2018
Bachelor of Science - Bachelor of Science in Information Technology
Jomo Kenyatta University of Agriculture And Techno
Diploma - Information Technology
Jomo Kenyatta University of Agriculture And Techno
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