JOSHUA KIMOTHO
Nyahururu
Summary
Detail-focused Data Analyst with knowledge in data warehousing, process validation and business needs analysis. Proven to understand customer requirements and translate into actionable project plans. Dedicated and hard-working with passion for Big Data.
Overview
14
14
years of professional experience
Work History
Head of Commercial Services
Ruiru Juja Water and Sanitation Company Limited
02.2023 - 06.2024
- Maintained relationships with existing 60,000 customers to optimize service quality, business growth and customer satisfaction.
- Controlled resources and assets for department activities to comply with industry standards and government regulations.
- Established performance goals for 100+ employees and provided feedback on methods for reaching those milestones.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Performed client research and identified opportunities for account growth, account penetration and market expansion.
- Aligned company goals with customer outcomes and increased satisfaction by automating contact management systems.
- Implemented systems and procedures to increase sales.
- Built relationships with customers and community to establish long-term business growth.
- Increased the customer base from 45,000 to 60,000 through new customer on-boarding process optimization.
- Reduced the customer on-boarding period from 3 months to 5 working days through introduction of ICT system in customer service
Senior ICT Officer
Water Services Regulatory Board (WASREB)
02.2015 - 04.2024
- Developed and led large-scale technology initiatives for long-term strategic plans and solutions.
- Configured and implemented IT initiatives to produce measurable business value.
- Resolved workflow issues to optimize team productivity and improve delivery times.
- Worked closely with vendors and technology partners on integrations, infrastructure and enterprise solutions.
- Polled department heads to assess current and projected IT needs.
- Designed internal dashboard for at-a-glance system and project status reporting.
- Aligned IT solutions and deliverables with company strategic vision.
- Guided testing process and validation for major software releases.
- Built IT infrastructure to support key business strategies and evolving processes.
- Identified computer hardware and network system issues, performing troubleshooting techniques for remediation.
- Coordinated secure system access of users to various department systems and platforms.
Liaison and Technical Support Representative
The World Bank-Water and Sanitation Program, Africa
02.2014 - 02.2015
- Collected and analyzed data and feedback to identify opportunities of systems improvement to meet user's ever changing needs.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Evaluated customer needs and feedback to drive product and service improvements.
- Maintained database systems to track and analyze operational data.
- Collected, arranged, and input information into database system.
- Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making.
- Generated reports detailing findings and recommendations.
- Maintained servers and systems to keep networks fully operational during peak periods.
- Researched and identified solutions to technical problems.
- Created user accounts and assigned permissions.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Monitored system performance to identify potential issues.
- Patched software and installed new versions to eliminate security problems and protect data.
IT Manager
SAKURA SANMIC INVESTMENTS COMPANY LIMITED
09.2011 - 02.2014
- Designed and developed e-commerce and m-commerce based solutions, eManamba-an online bus and hotel booking system while ensuring strong functionality and optimization of the system
- Assisted the company directors in the planning of the overall company strategy regarding the e-commerce and m-commerce applications development and website search engine optimization
- Monitored the e-commerce systems for technical performance.
- Oversaw IT department operations and training.
- Coordinated IT operations activities to deliver smooth flow of daily business needs.
- Developed and implemented measures and procedures to protect IT systems from cyber threats and data breaches.
Software Engineer
Tracom Services Ltd
09.2010 - 03.2011
- Collaborated with other professionals to determine functional and non-functional requirements for new applications
- Used tools and methodologies to create representations for functions and user interface of desired application.
- Collaborated on stages of systems development lifecycle from requirement gathering to production releases.
- Developed software for desktop and mobile operating systems.
- Translated technical concepts and information into terms parties could easily comprehend.
- Analyzed work to generate logic for new systems, procedures and tests.
- Designed and developed forward-thinking systems that meet user needs and improve productivity.
- Built databases and table structures for web applications.
- Corrected, modified and upgraded software to improve performance.
- Tested and deployed scalable and highly available software products.
- Documented software development methodologies in technical manuals to be used by IT personnel in future projects.
- Conducted data modeling, performance and integration testing.
- Authored code fixes and enhancements for inclusion in future code releases and patches.
Education
MSc. Data Analytics - Data Science
KCA University, College of Technology
Nairobi, Kenya12.2024
BSc. Computer Science, Second Class Honors, Upper Division - Computer Science
University of Nairobi, School of Computing & Informatics
Nairobi, Kenya09.2010
Senior Management Course, Credit -
Kenya School of Government (KSG)
Mombasa, Kenya01.2021
ISO/IEC 27001 Information Security Management Implementors Course -
KEBS
Nairobi, Kenya01.2018
ISO 9001:2015 Quality management systems Implementors Course -
KEBS
Nairobi, Kenya01.2017
Balance Score Card Course -
ESAMI
Arusha, Tanzania01.2017
Diploma (Dip) Computer Science, Credit -
University of Nairobi, School of Computing & Informatics
Nairobi, Kenya01.2008
Kenya Certificate Secondary Education -
Nyandarua High School
Kenya01.2004
Skills
- Organizational Skills
- Problem-Solving
- Adaptability
- Excellent Communication
- Teamwork and Collaboration
- Strategic Planning
- Performance Management
- Customer Relationship Management (CRM)
- Machine Learning
- Web application development
- Data Mining
- Python Programming
- SQL
References
- Richard Cheruiyot, Director Monitoring & Enforcement, WASREB, P.O Box 41621-00100, Nairobi, +254 020 2733561, +254 722857999, rcheruiyot@wasreb.go.ke
- Daniel Kamiri, Team Leader, Wonderkid Multimedia LTD, +254 (0)721 798879, +254 722342084, dankamiri@gmail.com
Languages
Swahili
Native language
English
Proficient
C2
Timeline
Head of Commercial Services
Ruiru Juja Water and Sanitation Company Limited
02.2023 - 06.2024
Senior ICT Officer
Water Services Regulatory Board (WASREB)
02.2015 - 04.2024
Liaison and Technical Support Representative
The World Bank-Water and Sanitation Program, Africa
02.2014 - 02.2015
IT Manager
SAKURA SANMIC INVESTMENTS COMPANY LIMITED
09.2011 - 02.2014
Software Engineer
Tracom Services Ltd
09.2010 - 03.2011
MSc. Data Analytics - Data Science
KCA University, College of Technology
BSc. Computer Science, Second Class Honors, Upper Division - Computer Science
University of Nairobi, School of Computing & Informatics
Senior Management Course, Credit -
Kenya School of Government (KSG)
ISO/IEC 27001 Information Security Management Implementors Course -
KEBS
ISO 9001:2015 Quality management systems Implementors Course -
KEBS
Balance Score Card Course -
ESAMI
Diploma (Dip) Computer Science, Credit -
University of Nairobi, School of Computing & Informatics
Kenya Certificate Secondary Education -
Nyandarua High School
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