Summary
Reliable professional with keen aptitude for problem-solving seeks to leverage strong technical and functional proficiency and excellent communication skills in System Support Officer role. Demonstrates solid analytical thinking and customer service capabilities, ensuring seamless system operations and user support. Committed to enhancing system efficiency and user satisfaction through dedicated support and innovative solutions.
Overview
18
18
years of professional experience
19
19
years of post-secondary education
Work history
BUSINESS SYSTEM SUPPORT OFFICER
Co-operative Bank of Kenya
09.2023 - 04.2025
- Company Overview: Co-operative Bank is a leading top tier commercial bank and the third largest lender by asset in Kenya.
- Account opening and liabilities subject matter expert.
- Attend to systems failures and resolve or coordinate the resolution of the problem by performing daily system checklists to ensure optimal performance of system.
- Change request review and management
- Eliciting, analyzing, specifying, documenting, validating, and managing requirements.
- Conducting business model and process analysis, along with business and functional analysis of IT applications.
- Maintain an up-to-date system issues log and enforce change control procedure.
- Prepare, sign-off, and obtain approval for Project Initiation Document.
- Ensure systems are designed, configured, and tested according to user requirements before deployment.
- Conceptualize and propose optimal approaches to automate business requirements.
- Supporting the development team and ensuring iterative testing of solutions.
- Ensure timely implementation of tariff changes.
- Maintain system configuration and parameterization as per business and technology needs.
- Implement adequate controls for data security and ensure full application licensing.
- Document policies, procedures, and guidelines for information processing and outputs.
- Review and implement Audit and Compliance recommendations.
- Co-operative Bank is a leading top tier commercial bank and the third largest lender by asset in Kenya.
- Assisted users in navigating applications; increasing overall productivity.
- Collaborated with other IT teams on projects; fostering healthy inter-departmental relationships.
- Improved customer satisfaction by providing remote assistance through phone or email correspondence.
FINACLE SUBJECT MATTER EXPERT
Co-operative Bank of Kenya
11.2021 - 09.2023
- Company Overview: Co-operative Bank is a leading top tier commercial bank and the third largest lender by asset in Kenya.
- Trainer of Trainees
- Managing customization of new request, data migration and Validation
- Carrying out refresher training for the bank network in readiness for the simulation runs and Go live
- Review and evaluate recommendations during the data migration process
- Conduct actual testing for the migrated Data to Validate and confirm correctness of the data migrated
- Review the changes anticipated in the process and support in developing and documenting the impact of the change to various Parameters of the banks processes
- Logging, tracking and resolution of bugs and defects in the test management tool (TFS)
- Support automation of functional testing
- Rigorous tracking of project timelines, milestones, dependencies, risk and required resources
- Prepare and review personalized end user training materials
- Organization change management champion
- Co-operative Bank is a leading top tier commercial bank and the third largest lender by asset in Kenya.
SERVICE DESK OFFICER
Co-operative Bank of Kenya
08.2013 - 11.2021
- Branch banking regional operation efficiency champion
- Branch Audit champion
- System Administrators
- Debit & credit card issuance and management
- Handling internal process including customer due diligence and incident management
- Participates in testing and evaluation of new systems including digital banking, cheque scanning, online and mobile banking.
- Opening/closing of accounts including Checking, Savings, Money Market, Certificates of Deposit; ordered bank supplies, ATM/debit cards; processed wire transfers, Cashier's Checks, stop payments
- Monitors compliance lapses and report to Project and compliance team
- Monitoring of Branch Internal accounts and reconciliations
- Managed to collect over 10 millions from overdrawn accounts
- Reduced dormant account from 3500 to 1200 across the Nairobi west region
- Reduced account with invalid data from 5500 to 1100
OFFICE ADMINISTRATIVE ASSISTANT
Co-operative Bank of Kenya
01.2008 - 08.2021
- Maintained logs of activities and logistics.
- Help desk Operations and services
- Drafted letter and documents
- Inventory Management
- Organize and schedule meetings and events
- Carried out various administration tasks like, photocopying, filing and mailing.
- Reviewed validation output and performing specified manual checks on the data to ensure consistency and completeness.
- Reorganized filling system from manual filling to online filling
- Supported bank with launching of IPO
- Provided database maintenance and updates
DATA ENTRY CLERK
SBO Research Limited
04.2007 - 12.2007
- Company Overview: SBO Research is a fast-growing Marketing and Social Research company that is headquartered in Kenya and across 26 countries in Africa.
- Data Entry & processing
- Office management
- Programme management
- SBO Research is a fast-growing Marketing and Social Research company that is headquartered in Kenya and across 26 countries in Africa.
Education
Bachelor of Business Information Technology - Information Technology
01.2010 - 12.2023
Diploma in Business Management - Business Mgt
12.2008 - 12.2010
International Advance Diploma in Computer Studies - undefined
Diploma in Information Technology - Information Technology
01.2005 - 12.2006
Foundation in Information Management Systems - Information mgt
03.2003 - 12.2003
Skills
- Customer Service
- Office Administration
- Training of Trainers
- Time management
- System diagnostics
- Critical thinking
- System requirement gathering
- System analysis
- Remote desktop support
- Microsoft office suite proficiency
- Strategic IT planning
- ITIL methodologies knowledge
- Information security awareness
- Strict adherence to slas
- User training facilitation
- IT support documentation creation
- Customer service-oriented
- Process efficiency improvement
- IT project management
- Product knowledge
- Resourcefulness
- Risk Management
hobbies
- Travelling
- Social corporate responsibility (CSR’s)
- Computing
- Events organizing
- Cooking & baking
- Solving puzzles
Timeline
BUSINESS SYSTEM SUPPORT OFFICER - Co-operative Bank of Kenya
09.2023 - 04.2025
FINACLE SUBJECT MATTER EXPERT - Co-operative Bank of Kenya
11.2021 - 09.2023
SERVICE DESK OFFICER - Co-operative Bank of Kenya
08.2013 - 11.2021
Kenya Methodist University - Bachelor of Business Information Technology, Information Technology
01.2010 - 12.2023
Kenya Institute of Management - Diploma in Business Management, Business Mgt
12.2008 - 12.2010
OFFICE ADMINISTRATIVE ASSISTANT - Co-operative Bank of Kenya
01.2008 - 08.2021
DATA ENTRY CLERK - SBO Research Limited
04.2007 - 12.2007
Nairobi Institute of Business Management - Diploma in Information Technology, Information Technology
01.2005 - 12.2006
Vision Institute of Professional Studies - Foundation in Information Management Systems, Information mgt
03.2003 - 12.2003
Institute of Advanced Technology - International Advance Diploma in Computer Studies,
Additional Information
REFEREES
Charity Mwangi
Data Entry Manager
SBO Research
cmwangi@sboresearch.co.ke
+2542027278301
Patriciah Wahito
Credit Manager
Co-operative Bank of Kenya
Pmaina@co-opbank.co.ke
+254 721 263 254
Jemimah Wangui Muraya
Manager Research, strategy & Planning
Privatization Commission
Jemimahmraya@gmail.com
+25472393355
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<ul><li>Worked across multiple levels of a complex content ingestion system over a 10-year span</li><li>Improved system performance by streamlining data retrieval and backend operations</li><li>Standardized data ingestion protocols, enhancing accuracy across geographic and topical datasets</li><li>Implemented client-facing dashboard features previously underutilized, making them standard practice</li><li>Integrated third-party tools to overcome content access restrictions and expand curation capabilities</li><li>Applied deep understanding of Google search logic to maximize content quality and relevance</li><li>Analyzed and explained system behavior to internal stakeholders and clients to improve transparency</li><li>Developed training protocols for content moderation and system maintenance, enabling week-long onboarding cycles</li><li>Managed a team of 12 moderators over four years, optimizing workflows to support high-volume data pulls</li><li>Coordinated with operations and account teams to assess client requests, troubleshoot issues, and develop solutions</li><li>Conducted honest, strategic discussions with clients and leadership to align requests with system limitations and business goals</li><li>Maintained detailed process documentation to support organizational memory, training, and accountability</li><li>Completed college-level coursework in survey and process writing; applied principles to workplace efficiencies</li><li>Self-taught in multiple platforms including sound and video editing software, media production software</li><li>Proficient in Microsoft Office Suite, Google Workspace, and a range of productivity and curation tools</li></ul> at Futuri Media<ul><li>Worked across multiple levels of a complex content ingestion system over a 10-year span</li><li>Improved system performance by streamlining data retrieval and backend operations</li><li>Standardized data ingestion protocols, enhancing accuracy across geographic and topical datasets</li><li>Implemented client-facing dashboard features previously underutilized, making them standard practice</li><li>Integrated third-party tools to overcome content access restrictions and expand curation capabilities</li><li>Applied deep understanding of Google search logic to maximize content quality and relevance</li><li>Analyzed and explained system behavior to internal stakeholders and clients to improve transparency</li><li>Developed training protocols for content moderation and system maintenance, enabling week-long onboarding cycles</li><li>Managed a team of 12 moderators over four years, optimizing workflows to support high-volume data pulls</li><li>Coordinated with operations and account teams to assess client requests, troubleshoot issues, and develop solutions</li><li>Conducted honest, strategic discussions with clients and leadership to align requests with system limitations and business goals</li><li>Maintained detailed process documentation to support organizational memory, training, and accountability</li><li>Completed college-level coursework in survey and process writing; applied principles to workplace efficiencies</li><li>Self-taught in multiple platforms including sound and video editing software, media production software</li><li>Proficient in Microsoft Office Suite, Google Workspace, and a range of productivity and curation tools</li></ul> at Futuri Media