MARGARET WANGUI MWANGI
Information Technology (IT)
Nairobi
Summary
Highly analytical, passionate, innovative, and detail-oriented IT Support Operations Analyst with broad skills and experience in system support, business process automation, business process analysis, mapping, and implementations. In addition, I have experience working with business process management products (IBPS, Omnidocs, Tablet Banking), data analysis tools, software development methodologies (agile, waterfall) and database query languages (SQL). My career objective to pursue a career in Data science with a company that offers a positive atmosphere to learn, gain new skills and implement new technologies for the growth of the organization.
Overview
7
7
Certifications
4
4
years of post-secondary education
3
3
years of professional experience
Work History
IT Support Operations Analyst
NCBA Bank Group Plc
Nairobi, Nairobi
2019.10 - Current
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Actively listened to internal customers, handled concerns quickly and escalated major issues to supervisor.
- Created a process for the account maintenance department to assist with the tracking of all dormant account activations done at the branch which was essential in closing on an audit issue.
- Provided support for IBPS system and maintained an SLA of 96% reducing the amount of time taken by the branch business team to serve customers.
- Analyzed business requirements and created reports using SQL providing the business with crucial information needed to make decisions on time
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
Data Center Administrator
NIC Bank Group
Nairobi, Nairobi
2018.08 - 2019.09
- Oversaw daily operations(Start of Day and End of Day tasks) to ensure high levels of productivity.
- Performed system tests during the core banking system upgrade ensuring all business requirements were met.
- Ensured business continuity by performing regular backups on databases and application server folders.
- Reduced times by regularly monitoring and performing Linux and windows server maintenance.
Data Center Operations Intern
NIC Bank Group
NIC House Masaba Road, Nairobi
2016.05 - 2016.07
- Customized service desk reports to include visualizations such as graphs and charts to assist with analyzing our team's performance such as overdue tickets.
- Performed upgrades on end user machines to ensure security compliance and improved staff productivity
- Provided first level support getting the chance to apply skills gained from school and learn new skills
- Was part of the core banking technical upgrade team
- Carried out day-day-day duties accurately and efficiently.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Exceeded goals through effective task prioritization and great work ethic.
KENYA POWER aND LIGHTING COMPANY (KPLC)
Kenya Power and Lighting Company (KPLC)
Nairobi
2016.05 - 2016.07
- Provided first level user support ensuring all issues were closed.
- Digitized raw customer data ensuring a digital backup of customer information
- Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting
Education
Bachelor of Science - Mathematics And Computer Science -Statistics Major
JKUAT
JUJA 2014.09 - 2018.04
High School Diploma -
Mary Mount Secondary School
NakuruSkills
Business process Analysis
System analysis and support
Systems Testing
SQL
Python
T24 Core banking system
Certification
Data science overview, Skillsoft
Referees
1. Timothy Seki
Senior Manager, Cyber Security Operations
NCBA Bank Kenya PLC
Email: Timothy.Seki@ncbagroup.com
Phone: +254 713 800988
2. Samson Wanjihia
Software Engineer
Safaricom PLC
Email: developer.wanjihia@gmail.com
Phone: +254 729627865
3. Philomena Wakenyi
Database Administrator
NCBA Bank Kenya PLC
Email: philowakenyi@gmail.com
Phone: +254 712 321249
Timeline
Python, SQL and Machine Learning for Data Science, Kaggle
2021-12
RPA Developer foundation, Uipath Academy
2021-12
IT security fundamentals, Skillsoft
2020-11
Data science overview, Skillsoft
2020-10
Microsoft azure fundamentals certificate , Microsoft
2020-09
Oracle cloud Infrastructure certificate, Oracle
2020-08
IT Support Operations Analyst
NCBA Bank Group Plc
2019.10 - Current
Data Center Administrator
NIC Bank Group
2018.08 - 2019.09
Certificate Statistical Package for the Social Sciences (SPSS), Elite Statistical Consultants
2017-12
Data Center Operations Intern
NIC Bank Group
2016.05 - 2016.07
KENYA POWER aND LIGHTING COMPANY (KPLC)
Kenya Power and Lighting Company (KPLC)
2016.05 - 2016.07
Bachelor of Science - Mathematics And Computer Science -Statistics Major
JKUAT
2014.09 - 2018.04
High School Diploma -
Mary Mount Secondary School