NICHOLAS NDIKI
Engineering & DevOps
Nairobi
Summary
Competent Engineering professional, project management and customer centered design. Detail-oriented with strong knowledge of GPON architecture and GIS tools Connect Master & Google Earth. Proficient in DevOps Methodology and Tools (Circleci, GitHub, Aws Cloud formation, Bash scripting, node js, Kubernetes Docker & Ansible playbook Orchestration)
Overview
10
10
years of professional experience
60
60
years of post-secondary education
Skills
Customer centered design Customer support experience Analytical and detail oriented in providing insights for business to meet/action regarding Problem Problem Closure and Documentation
Proficient : version control(Git hub) AWS Cloud Formation, Bash scripting, Circleci, node js, Docker, Ansible playbook, MongoDB, Postgres
Moderate: Kubernetes, Javascript, Java, PHP
Project management proficiency
Work History
Engineer Fixed Customer Solutions
Safaricom PLC
Nairobi
10.2019 - Current
- Rewarded top former for efforts that lead to quick turnaround in delivering mission target by 110 % (budget worth $ 58,207 ) and meeting business objectives including induction and training of new team members
- Selected in participation technical evaluator Request For Proposal for Home Device Manager (Fixed Customer Support Automation tools)
- Improved operations through consistent hard work and dedication.
Engineer - Home Solutions Support
Safaricom PLC
Nairobi
10.2018 - 10.2019
- Spear headed project for Interaction reclassification for 1st line support team (SMART Interactions)
- Request For Proposal for Home Device Manager (Technical Evaluator)
- Managed Faulty asset management (Huawei ONT’s) thus saving organization costs
- Part of team tasked with Root cause analysis for FTTH slow speeds
- Participated in formal internal design reviews of proposed products and components
- Trained and mentored competent and flexible workforce to meet project needs and promote positive work environment
Data Customer Experience Executive
Safaricom Ltd
10.2016 - 08.2018
- Participated in UAT readiness contributing to identifying challenges experienced with fixed data products and converting then to negative scenario's for CBS 5.5 upgrade
- Team support for WHMCS (Web Hosting management and configuration solution) and Participation in UAT readiness in identifying challenges experienced with web hosting and domain products contributing to increased NPS for the team
- Recognized as part of the team that contributed towards bringing the NPS up by 10 points to overall 48% for the team and global 50% for the department
Mpesa Support
Safaricom Ltd
06.2015 - 10.2016
- Ensuring set targets are achieved (Reversal’s productivity, Login, Call quality, Safaricom Way/Culture) 90% occupancy and 100% reversal requests completed
Customer Care Team Leader
Telkom/Orange Kenya Ltd
09.2011 - 11.2012
- Induction, mentoring and training and development of junior and new staff
- To support the Managers in the development and implementation of new initiatives
Customer Care Data/Process Analyst
Telkom/Orange Kenya Ltd
02.2010 - 09.2011
- Responsible for fault identification/diagnose, monitoring, reporting, and follow-up with relevant technical teams regarding call center systems (AVAYA IP Solution& Synergy – Pro LAN Support system)
- Ensure timely submission and analysis of performance reports to the management team to keep track of progress within customer care and mass market.
Education
Scrum Fundamentals Certified -
Cisco Certified Network Associate (CCNA) - undefined
DevOps & Cloud Computing - undefined
Moringa School
01.2020 - 01.2020
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Dagoretti High School
01.1999 - 01.2002
Cloud Certifications (GCP, Azure, Oracle, AWS) -
The Google Africa Developer Scholarship
Online 01.2021 - Current
Oracle Cloud Foundation Associate - Cloud Infrastructure
Oracle University
Https://learn.oracle.com/ols/ 12.2021 - 02.2022
Information Technology Infrastructure Library (ITIL) -
Vodafone University
Online 01.2021 - Current
Bachelor’s - Business And Information Technology
Mount Kenya University
Thika 01.2019 - 03.2022
Diploma - Electrical and Electronics Engineering (Telecommunication
Technical University of Kenya
01.2004 - 01.2006
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Timeline
Oracle Cloud Foundation Associate - Cloud Infrastructure
Oracle University
12.2021 - 02.2022
Cloud Certifications (GCP, Azure, Oracle, AWS) -
The Google Africa Developer Scholarship
01.2021 - Current
Information Technology Infrastructure Library (ITIL) -
Vodafone University
01.2021 - Current
DevOps & Cloud Computing - undefined
Moringa School
01.2020 - 01.2020
Engineer Fixed Customer Solutions
Safaricom PLC
10.2019 - Current
Bachelor’s - Business And Information Technology
Mount Kenya University
01.2019 - 03.2022
Engineer - Home Solutions Support
Safaricom PLC
10.2018 - 10.2019
Data Customer Experience Executive
Safaricom Ltd
10.2016 - 08.2018
Mpesa Support
Safaricom Ltd
06.2015 - 10.2016
Customer Care Team Leader
Telkom/Orange Kenya Ltd
09.2011 - 11.2012
Customer Care Data/Process Analyst
Telkom/Orange Kenya Ltd
02.2010 - 09.2011
Diploma - Electrical and Electronics Engineering (Telecommunication
Technical University of Kenya
01.2004 - 01.2006
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Dagoretti High School
01.1999 - 01.2002
Scrum Fundamentals Certified -
Cisco Certified Network Associate (CCNA) - undefined
Bowling, Swimming, Football
Member of bowling club participated in yearly competitions