ODONGO KEITH ANTONINE
NAIROBI
Summary
Technology-savvy expert with extensive experience troubleshooting computer hardware and software issues in customer-focused environments, including SaaS models, CRM, ERP, and B2B systems. Possess comprehensive knowledge of standard operating systems, networking protocols, and technical support procedures. Proven ability to provide network and software support, develop and implement technical solutions, and analyze system performance and security to enhance user experience. Seeking a high-impact role within an esteemed organization to advance professionally, drive innovation, and contribute to collaborative team efforts. Committed to consistently delivering excellence and leveraging my skills to elevate organizational performance.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Hackathon Volunteer Representative
Women Who Code
- Collaborated with a diverse team of developers, designers, and project managers to create innovative solutions for local non-profits.
- Contributed to the development of a web application that streamlined volunteer management for a community food bank, resulting in a 30% increase in volunteer engagement.
- Utilized programming languages such as Python and JavaScript to implement key features and ensure code quality.
- Participated in brainstorming sessions, user testing, and presented final projects to stakeholders.
- Gained experience in agile development methodologies and enhanced problem-solving skills in a fast-paced environment.
IT Support and Implementation Specialist
Unumed Limited
01.2020 - Current
- Implemented and installed solutions at customer's infrastructure platforms, ensuring seamless integration and functionality
- Conducted onsite and offsite troubleshooting and diagnosis of customer-reported issues across various implementation layers
- Acted promptly and positively in response to customer requests/tickets, maintaining a high level of customer satisfaction
- Prepared, reviewed, and ensured the accuracy of technical documentation for solutions and troubleshooting procedures
- Conducted Preventive/Corrective Maintenance visits to proactively address potential issues and maintain system integrity
- Collaborated closely with other technical support and engineering teams at different levels to streamline processes and enhance efficiency
- Coordinated resources efficiently across projects, balancing workload and maximizing productivity among team members.
- Managed multiple implementation projects concurrently, maintaining strict deadlines without compromising quality or scope.
- Explained complex, technology-related issues in basic, understandable terms to clients.
- Developed strong relationships with clients, fostering trust and confidence in the implementation process.
- Served as a subject matter expert for both internal teams and clients during the implementation process, providing guidance and clarification when needed.
- Delivered exceptionally high level of professionalism and support to each client, upholding company's commitment to service.
- Established clear project milestones and deliverables, ensuring timely completion of tasks and transparent communication to stakeholders.
- Reduced client onboarding time by developing comprehensive training materials and delivering tailored user sessions.
- Developed clear documentation for all implementation processes and procedures, enabling easy knowledge transfer among team members.
- Collaborated closely with sales teams to ensure smooth hand-off of new projects from pre-sales to implementation stages.
- Contributed to the continuous improvement of implementation processes through regular feedback sessions and lessons learned discussions.
Education
Bachelor in Business Information Technology -
Strathmore University
12.2015
Diploma in Business Information Technology -
Strathmore University
Nairobi, Nairobi Province, Kenya12.2012
Skills
- Project Management
- Client Communication
- Technical Expertise
- Process Improvement
- Training and Support
- Data Migration
- Change Management
- Technical Troubleshooting
- Customer Service
- System Administration
- Software Installation and Configuration
- Network Security
- Documentation
- Remote Support
Accomplishments
- Role: Lead Implementation Specialist
- Duration: January 2020 - June 2024
- Achievements: Successfully deployed a Hospital management software system across multiple locations and continents, streamlining payroll, benefits administration, and employee onboarding processes. Achieved a 30% reduction in administrative workload and a 20% improvement in compliance with regulatory requirements. Received commendations from the client for outstanding project management and post-implementation support.
- Role: Lead Implementation Specialist
- Duration: January 2020 - June 2024
- Achievements: Led the data migration project, transferring over 1 million records from legacy systems to a new cloud-based platform with zero data loss. Developed and executed a comprehensive data validation strategy, ensuring data integrity and accuracy throughout the migration process. Enhanced data accessibility and reporting capabilities, enabling the client to make more informed decisions.
- Role: Lead Implementation Specialist
- Duration: January 2020 - June 2024
- Achievements: Successfully led the implementation of a new CRM system for a mid-sized financial services company, resulting in a 35% increase in customer retention rates. Coordinated cross-functional teams, including IT, sales, and customer service, to ensure seamless integration and user adoption. Delivered the project two weeks ahead of schedule and under budget, saving the company $50,000 in projected costs.
Project: HMS Deployment for 41 Healthcare Facilities.
Project: Data Migration for various clientele.
Project: CRM System Implementation
Certification
- Foundations of User Experience (UX) Design, Google, MM/DD/YY
- CCNA Routing and switching, CISCO Networking Academy, MM/DD/YY
- IT Essentials, CISCO Networking Academy, MM/DD/YY
- German language level A1 to B2, Goethe Institute Kenya, MM/DD/YY
Languages
English
Proficient
C2
German
Upper intermediate
B2
Swahili
Proficient
C2
Technicalexperience
- Hardware support
- Software support
- User experience design
- Web design
- Product design
- Figma
- User flow
- Cisco Utility Express GUI
- Logo design
References
- Dennis Njue, Project Manager, Unumed Ltd., +254727461387, denj@unumed.com
- June Birgen, Head Accountant, Unumed Ltd., +254704727372, jubi@unumed.com
Hobbies and Interests
- Tech meetups and conferences
- Open-source contributions
- Home Automation Enthusiast
- Traveling
Timeline
IT Support and Implementation Specialist
Unumed Limited
01.2020 - Current
Hackathon Volunteer Representative
Women Who Code
Bachelor in Business Information Technology -
Strathmore University
Diploma in Business Information Technology -
Strathmore University
- Foundations of User Experience (UX) Design, Google, MM/DD/YY
- CCNA Routing and switching, CISCO Networking Academy, MM/DD/YY
- IT Essentials, CISCO Networking Academy, MM/DD/YY
- German language level A1 to B2, Goethe Institute Kenya, MM/DD/YY
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