Summary
Overview
Skills
Work History
Education
Work Availability
Quote
Timeline
Bowling, Swimming, Football
AssistantManager
NICHOLAS NDIKI

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

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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

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NICHOLAS NDIKIEngineering & DevOps