Lilian Munyao
Professional
Nairobi,KENYA
Summary
Experienced and results-driven support professional with over 5 years of expertise across technical support, front office operations, customer relations, banking, and administration. Adept at troubleshooting, system maintenance, and delivering exceptional customer service. Demonstrated ability to ensure compliance with legal and local government requirements while building strong partnerships with both consumers and corporate clients.
Highly adaptable and collaborative, with a strong focus on efficiency, organization, and strategic thinking. Recognized for effective communication skills, attention to detail, and a deep understanding of company operations and administrative functions. Seeking a challenging role where my skills and experience can contribute to enhancing client engagement, streamlining operations, and driving organizational growth.
Overview
18
18
years of professional experience
Work History
Endpoint Support Technician
NCBA BANK
Nairobi, Kenya
07.2024 - Current
- Set up users , provided technical support, and resolved hardware/software issues (desktops, laptops, printers, banking systems).
- Configured, deployed, and managed endpoint devices in line with security and compliance standards.
- Performed regular patching, updates, and antivirus monitoring to maintain system security and performance.
- Implemented data encryption tools to safeguard sensitive information.
- Collaborated with IT teams to ensure a seamless environment and optimized endpoint efficiency.
- Implemented proactive measures to identify potential issues before they escalated, minimizing system disruptions.
- Secured network infrastructure through implementation of updated security protocols, mitigating risk of data breaches or cyberattacks.
- Configured hardware, devices, and software to set up work stations for employees.
- Evaluated system logs to identify patterns of issues, recommending improvements to prevent recurring problems.
- Managed high levels of call flow and responded to technical support needs.
Preventive Maintenance Technician
Computech Limited
03.2020 - 07.2024
- Skilled in configuring hardware, installing/updating software, and maintaining computers,laptops and printers
- handling machines like laptops, printers, and pcs
- building or configuring new hardware, installing and updating software packages, and creating and maintaining computer networks
- Train new users to use computers and electronic devices and also software used by the company
- Running software diagnostic tools and physically inspecting hardware systems
- Responding to client support queries
- Service repairs of malfunctioning computers.
IT Service Desk Specialist
Diamond Trust Bank Kenya/Computech Ltd
01.2021 - 07.2022
- Handling remote sessions from different DTB users across the globe
- Identifying technical issues in the core banking system hpsm and escalating the problem to the engineer assigned
- Responding to client support queries
- Providing support in person, over the phone, or via remote access
- Check and maintain computer hardware
- Train new users to use computers and electronic devices and also software used by the company
- Diagnosing issues with computer software, peripherals, and hardware
- Running software diagnostic tools and physically inspecting hardware systems
- Talking to clients through basic problem-solving processes
- Following up with clients.
Front/back Office Operations Officer
KWFT BANK
06.2011 - 08.2013
- My Key Responsibilities in Back office operations entailed, Fund transfers, loan disbursements; Control of petty cash; Account opening; Filling
- My responsibility in Front Office Operations entailed Customer service, dealing with customer queries; Deposit mobilization; Marketing of bank products chief cash officer (teller duties)
- In both roles, I was expected to ensure effective and efficient operations of systems and support administration in the coordination of operations in the bank.
Administrator
KREP BANK (SIDIAN BANK)
02.2009 - 05.2011
- Rotated across departments (Customer Service, Marketing, Operations, Credit Risk, Registry, and Legal) supporting administrative and clerical functions.
- Managed document filing, retrieval, cataloging, and records updates (logbooks, loan applications, teller batches).
- Conducted accounts data clean-up in the core banking system and supported account opening, statement printing, and distribution.
- Assisted clients with inquiries and provided frontline customer service.
- Procured, distributed, and maintained office supplies.
Industrial Attachment Administration Assistant
Kilonzo & Company Associates
09.2007 - 04.2008
- My key responsibility included; serving of process; Attending to clients and opening files; coordinate front-desk activities, including distributing correspondence and redirecting phone calls
- Directing visitors to their destinations; Conveyance.
Education
Mitaboni A.B.C Girls High School
Bachelor's Degree - Business Administration
Kenya Methodist university
12.2013
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Kenya School of Monetary Studies
01.2012
Diploma - Legal studies
Nairobi Institute of Business Studies
01.2007
Skills
- Hardware assessment
Remote Technical Troubleshooting
- Operating Systems: Proficiency with Windows, macOS,
- Network Fundamentals:Basic understanding of TCP/IP, VPN, Wi-Fi, and LAN/WAN
- Software Installation & Configuration
- Client support
- Backup and Recovery of data
- Effective problem solving
- Oversight of credit teams and operations
- Decision Making: Ability to make high-stakes credit decisions
- Office Software: Proficiency with Microsoft Office Suite (Word, Excel, Outlook, PowerPoint) or Google Workspace
References
Victor Silla, Mailu
I.T officer,
sila.mailu@ncbagroup.com,
0723249223,
NCBA BANK
Elijah otieno
IT officer
Elijah.otieno@ncbagroup.com
0722570454
NCBA BANK
Faith wambua
Service desk technician
Faith.wambua@dtbafrica.com
07241804719
DTB AFRICA BANK
Accomplishments
- Increased information to the Company on customer preference areas and gaps in relation to product activation
- Developed and enhanced relationship between the consumer and the company
- Developed good banking database for clientele
Timeline
Endpoint Support Technician
NCBA BANK
07.2024 - Current
IT Service Desk Specialist
Diamond Trust Bank Kenya/Computech Ltd
01.2021 - 07.2022
Preventive Maintenance Technician
Computech Limited
03.2020 - 07.2024
Front/back Office Operations Officer
KWFT BANK
06.2011 - 08.2013
Administrator
KREP BANK (SIDIAN BANK)
02.2009 - 05.2011
Industrial Attachment Administration Assistant
Kilonzo & Company Associates
09.2007 - 04.2008
Bachelor's Degree - Business Administration
Kenya Methodist university
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Kenya School of Monetary Studies
Diploma - Legal studies
Nairobi Institute of Business Studies
Mitaboni A.B.C Girls High School
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