Roy Samuel Ochieng' Akhusama
Kenya,Nairobi Province
Summary
Takes on challenging new role harnessing interpersonal skills, collaboration and problem-solving. Driven to deliver high-quality service and consistent results.
Overview
11
11
years of professional experience
3
3
years of post-secondary education
1
1
Certification
Work history
Service Operations
Integrated Payment Service Limited-Pesalink
Nairobi, Kenya
03.2019 - Current
- System Monitoring: Proactively monitor all IPSL systems (IPS, MGW, OneView, TPMS, PGW) and bank interfaces to ensure optimal performance and availability.
- Technical Support: Provide first and second-level solutions to technical problems, either over the phone or desk-side, to minimize production downtime and meet Service Level Agreements (SLAs).
- Training: Train participants on the use of Pesalink Self-Service Portals and other internal systems, ensuring users are equipped to navigate the systems effectively.
- Service Reviews: Conduct regular service reviews with all Pesalink partners to identify areas of improvement and enhance the success rate.
- Escalation: Identify complex issues and escalate them to second-level support within the recommended time frame.
- Incident Management: Send incident notifications to stakeholders promptly to ensure they are informed of system issues and resolutions.
- Reporting: Collaborate with database and BI teams to dispatch weekly efficiency and business performance reports to all banks on the first working day of the week.
- Service Desk Management: Ensure that all tickets raised on the Pesalink Service Desk are acknowledged and handled according to SLAs, ensuring timely resolution.
- Email Management: Acknowledge and respond to all email requests promptly, escalating them as needed to ensure resolution in a timely manner.
- Call Management: Manage inbound and outbound calls with a focus on satisfaction, ensuring issues are addressed efficiently.
- Monthly Reporting: Share monthly performance reports with all institutions, providing insights into service performance and areas for improvement.
- Information Security: I have been collaborating with the Information Security (InfoSec) team on a need-based assignment to enhance our cybersecurity infrastructure and implement industry best practices across the organization.
- Other Duties: Perform any other duties as assigned by management.
IT Technician
GAMCODE Ltd
Nairobi, Kenya
09.2018 - 03.2019
- Install, configure, update and maintain computer hardware operating systems and applications
- Management and troubleshoot LAN,WAN
- Configure, maintain and troubleshoot wireless access point
- Monitor and maintain computer systems, self-service machines and networks, both in the office and Betin shops.
- Talk staff/shop agents through a series of actions, either face to face or over the telephone or by remote assistance to help set up systems or resolve issues.
- Troubleshoot system and network problems and diagnose and solve hardware/software faults.
- Provide support, including update when needed and follow procedural documentation.
- Set up new user’s accounts and profiles and deal with password issues.
- Add value to tickets before escalating to higher technical departments / Third Parties.
- Work continuously on a task until completion (or referral to Third Parties, if appropriate).
- Provide support via remote assistance tools (TeamViewer) to direct Betin shops and franchises.
- Monitor Company’s IT Infrastructure and proactively escalate to other IT Teams and/or Third Parties.
- Administer Microsoft Active Directory, Account users
- PC hardware, Printers, scanners, computer peripherals, Mobile devices (iOS, Android)
- Ability to communicate with IT users & all levels of business
- Maintain equipment/software inventory
- Responds to Level 1 and 2 support requests via multiple sources such as phone and e-mail
- Perform any other duty that may be assigned from time to time
- Resolved customer queries through effective communication and providing a step-by-step solution
- Monitor local network to optimise performance.
- Setup, configured, and troubleshot Microsoft 365 applications
Network Support Engineer
DewCis Solution Ltd
Nairobi, Kenya
08.2014 - 12.2017
- Installation, Configuration, Maintenance Linux server and windows server 2008
- Installation of both local and Network Printers
- Data Backup and Restore
- Maintenance and troubleshooting of computer both hardware and software
- Cisco Routers and MicroTic Configuration
- Wireless access point installation and Maintenance
- Virtualization of software
- Installation and configuration of computer hardware Operating systems and computer application
- Monitor and maintenance of computer system and networks
- Setup new user accounts and profile and deal with password issues
- Manage LAN and WAN infrastructure including IP telephony, QoS and VPN
- Microsoft Outlook configuration and management
Education
Bachelor of Science - Information Technology
JKUAT
01.2011 - 12.2013
Diploma of Higher Education - Information Technology
JKUAT
Skills
- Security Incident Handling & Response
- Antivirus management
- Security Audit
- Threat hunting analysis and mitigation
- SIEM Management
- Penetration testing
- Problem-solving
- Leadership
- Communication skills
- Ethical hacking
- Vulnerability analysis
- Team Player
Certification
- Cisco Certified Network Associate (CCNA)
- Certified Ethical Hacker (CEH)
- Customer Experience
- ESET Technical Certification
Currently Studying
- Cybersecurity Technician (CCT)
Languages
English,Swahili
Reference
Jomo N. Njenga
Department of Information
Technology
Jomo Kenyatta University of
Agriculture and Technology (JKUAT)
Main Campus
P.O. Box 00200-62000, Nairobi
Tel: (1) +254 722 612 869
Email: jomo@icsit.jkuat.ac.ke
James Chege
Database Administrator
Network Global
Tel: +254 729 738 772
Email: James.chege@network.global
Rose Maingi
Manager Service Operations
Integrated Payment Service Limited
P.O Box P.0. Box 73100 - 00200
Nairobi, Kenya
Tel: +254 722 252 293
Email: rmaingi@ipsl.co.ke
Personal Information
Timeline
Service Operations
Integrated Payment Service Limited-Pesalink
03.2019 - Current
IT Technician
GAMCODE Ltd
09.2018 - 03.2019
Network Support Engineer
DewCis Solution Ltd
08.2014 - 12.2017
Bachelor of Science - Information Technology
JKUAT
01.2011 - 12.2013
Diploma of Higher Education - Information Technology
JKUAT
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