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MERCY KIARIE
Information & Communication Technology (ICT) Professional
Nairobi
Summary
ICT professional with 8+ years of experience as a Core Banking System Administrator and ICT Officer in the financial sector. Skilled in system administration, database management, and end-to-end support of mission-critical banking platforms. Adept at ensuring system stability, compliance, and user support. Recently expanded expertise into UI/UX design and operations, strengthening ability to bridge technology and business needs.
Overview
10
10
years of professional experience
1
1
Certificate
2
2
Languages
Work History
Independent UI/UX Designer & ICT/Operations Consultant
Bitwise Technologies
06.2025 - Current
- Designing and refining digital interfaces for internal and external platforms, collaborating closely with developers and operations teams to ensure usability, functionality, and alignment with business goals.
- Conducting user feedback sessions and adapting designs to improve workflows, reduce friction, and enhance overall user experience.
- Providing ICT advisory and support as part of independent contracting work, including system optimization, process documentation, and cross-team coordination.
- Acting as a bridge between technology and operations, ensuring digital solutions meet both technical requirements and operational efficiency standards.
- Developing responsive designs to ensure optimal performance on various devices and platforms.
- Participating in design review meetings to brainstorm new UX developments through collaborative thinking.
UI/UX Designer & Operations Associate
Intentionally Designed Solutions
01.2022 - 10.2024
- Designed and optimized internal applications and digital interfaces, improving staff workflows and user experience.
- Assisted ICT operations by documenting processes, training staff, and coordinating rollout of new tools.
- Acted as a bridge between ICT and business units, ensuring smooth adoption of digital solutions.
- Applied usability and process-driven design principles to enhance efficiency and reduce operational bottlenecks.
- Developed wireframes and prototypes to effectively communicate design ideas to stakeholders and team members.
- Designed user flows, ensuring seamless transitions between different stages of the user journey.
- Enhanced user experience by designing intuitive and visually appealing interfaces for web and mobile applications.
System Administrator
Sumac Microfinance Bank Limited
09.2015 - 02.2023
- Administered the Core Banking System (CBS): managed user accounts and security levels, performed end-of-day/month/year processes, ensured data imports to MIS, and executed backups and restorations.
- Monitored system performance, diagnosed and resolved CBS-related issues, escalating complex cases to the software team and implementing corrective actions.
- Supported ICT projects including testing and deployment of new CBS modules and patches to enhance functionality and compliance.
- Managed server and network administration: monitored server activity, applied upgrades, tracked bandwidth usage, and ensured stable connectivity across branches.
- Maintained a real-time Disaster Recovery (DR) site and conducted regular Business Continuity Plan (BCP) tests, minimizing downtime and strengthening resilience.
- Oversaw ICT infrastructure maintenance including UPS, firewalls, CCTV, and other critical systems through quarterly preventive checks.
- Delivered user support and training, guiding staff on system usage, troubleshooting hardware/software issues, and ensuring smooth onboarding/offboarding.
- Strengthened system security by managing access rights, conducting vulnerability assessments, and applying critical patches and updates.
- Reduced system downtime by proactively identifying and resolving potential issues through thorough system monitoring.
- Established effective communication channels between IT support staff and end-users, leading to improved issue resolution times overall.
- Prepared and submitted monthly compliance data to the Credit Reference Bureau (CRB) and completed necessary regulatory system reports.
- Documented system procedures, troubleshooting workflows, and best practices to streamline operations and reduce resolution times.
Education
Bachelor of Science - Computer Science
University of London, Goldsmiths
United Kingdom 04.2001 -
Bachelor of Business Information Technology - Information Technology
Mount Kenya University
Kenya 04.2001 -
Diploma - Graphics Design
Uzuri Institute of Professional Studies
Kenya 04.2001 -
Skills
Wireframing
Certification
Technical Support Fundamentals
Interests
Volunteering
Fashion design
Timeline
Independent UI/UX Designer & ICT/Operations Consultant
Bitwise Technologies
06.2025 - Current
UI/UX Designer & Operations Associate
Intentionally Designed Solutions
01.2022 - 10.2024
Technical Support Fundamentals
02-2020
System Administrator
Sumac Microfinance Bank Limited
09.2015 - 02.2023
Bachelor of Science - Computer Science
University of London, Goldsmiths
04.2001 -
Bachelor of Business Information Technology - Information Technology
Mount Kenya University
04.2001 -
Diploma - Graphics Design
Uzuri Institute of Professional Studies
04.2001 -
Languages
Swahili
Native language
English
Proficient
C2
Solving crossword puzzles
I enjoy tackling simple and complex crossword and codeword puzzles.