VICTOR MWANIKI WAWERU
Nairobi
Summary
Dedicated and results-driven professional with a Bachelor's degree in Business Information Technology, complemented by a strong background in customer service and technical support.
Overview
9
9
years of professional experience
1
1
Certificate
Work History
Cyber Security Analyst Intern
Salaam Technology
11.2024 - 06.2025
- Monitoring the Networks and servers of the company.
- Analyze and share reports.
- Monitor VPN and remote access connections.
- Monitor firewall access to systems and report.
- Monitor SQL Database dashboard any tables modified.
- Report viruses found which machine and how to remove them.
- Report any recurring incidents and remediation.
- Report for confirmation any password reset.
- Incase servers are down you report.
- Report attacks detected
- Check failed authentication attempts incurring rapidly.
- Check services running and stopped.
- Installation of graylog on servers
- Installation and monitoring of cloud servers e.g.Azure
- Identifying any security breach that can harm the sensitive data and information of the organization.
- Analyze the type of security threat that has attacked the company's security operations.
- Effectively responding to the immediate threats to the security of the company.
- Building temporary fixes to eliminate security threats and restore the company's data and information security.
- Collaborating with other departments and team members to implement security procedures, methods, and best practices.
- Staying updated about the latest security threats.
- Collecting logs from servers from clients and installing graylog
Technical Customer Service Support Executive
ABSA Bank Kenya
04.2021 - 10.2024
- Provided prompt resolution to customer inquiries via inbound calls and written queries on social media.
- Receiving complaints and queries and service request from customers.
- Conducted thorough analysis of customer inquiries, ensuring prompt resolution and logging of cases.
- Handling KYC on all customer calls before sharing information.
- Raising charge backs for customer charged wrongly.
- Block accounts for suspicious transactionsand raise a memo on the account.
- Handling fraud cases and escalating to the fraud team where necessary.
- Opening and registering customer complaints on BOC system and closing of cases with satisfactory resolutions.
- Handle various systems for prepaid card and core banking system.
- Cross sale of banking products e.g. Loans, Credit card, Overdraft.
- Check on BOC system transactions are successful e.g. pesalink, RTGS and international payment and raise for manual reversal.
- Handle reversal from account to mpesa or from mpesa to account.
- Guiding customers to open online accounts on the website and registration of mobile Banking.
- Redemption of reward points and explaining amazing offers to customers.
- Explaining bank products to customers e.g. Accounts, Loans, Credit card.
- Handling card queries e.g Bypass of OTP for online card payments.
- Assist customer to register, Unlock and password reset for internet banking.
- Conducted training on new applications launched by the bank and provided support to customers.
- Worked effectively with cross-functional teams to execute successful commercialization of digital products.
- Raising system issues/outages affecting customers with IT-service Desk to raise incidents.
- Carry out of weekly and monthly snap checks.
- Activation and deactivate alternate channels as advised by frauds or customer reports fraudulent activity on account.
- Handling loan, ALOP, Cash on Call queries on the credit card and calculate interest charged on the card for customer satisfaction.
- Executed customer experience strategy and conducted research to mitigate risks related to customer experience.
- Day to day execution of customer experience strategy for maximum client retention, SLAs & KPIs achievement
- Conducting research to identify and mitigate reputational, monetary and compliance risk related to customer experience by providing comprehensive support to senior personnel in the implementation of customer success.
OPERATIONS ANALYST CASH MANAGEMENT
ABSA Bank Kenya
09.2018 - 08.2020
- Maintaining of direct debits for customers and process during due dates for insurance companies
- Registration of customers on the application for remote cheque capture
- Compiling daily reports of failed direct debits with reason of failure to the insurance companies.
- Printing of cheques and dispatching across Kenya
- Processing of fixed deposits & calculating interest and penalties using MS Excel
- Reconciling of suspense account for fixed deposit accounts.
- Compile daily reports and reconciliations, share with team managers.
- Processing of loans for corporate customers and calculating the principal interest
- Manually processing failed online transactions for corporate customers.
- Processing of bulk Mpesa payments and collecting commissions
- Making cash handling files and data analysis using MS Excel
- Compiling daily reports and reconciliations which is shared to team managers.
- Handling of customers queries within the agreed SLA.
- Testing of new applications software e.g., Sybrin Application
- Processing of Directs debits payments on the due dates and compiling reports and share to respective originators.
- Processing corporate payments on IFEC and sharing reports to team Managers
- Processing on salaries from corporate accounts
- Reconciliation of KRA suspense account and post entries.
- Carry out of weekly and monthly snap checks.
MOBILE MONEY SERVICES
Mystic Enterprise
06.2018 - 09.2018
- Undertook business transactions for Mystic Enterprise in Mpesa, Equity Bank, Cooperative Bank, Family Bank and KCB
- Selling of sim cards and registration
- Selling of goods on online e-commerce platforms e.g., Jumia, OLX/Jiji App
HELPDESK SPECIALIST
Radio Africa Group
06.2017 - 09.2017
- Installation and management of open-source systems e.g., UBUNTU
- Creation and deletion of users on the different systems e.g., Active Directory Software’s
- Setting up of email addresses of new users.
- Connecting users to the network printer.
- Backing up of user’s data on the servers before and formatting and installation of required user software.
- Provide user support on Windows, Linux & Macintosh systems.
- Resetting of user’s passwords who experience technical hitches while login into the company active domain
- Assembling of computer parts and installation of software on machines
- Configuration of IP phones to ensure it’s connected to the user’s computer.
- Configuration of switches and routers and ensuring successful connection of users to the company network
- Troubleshooting of users’ computers and resolving problem
CASHIER
Muki Autospares and Scrap Metal
05.2016 - 08.2016
- Acted as a cashier in the business.
- Handling of inventory and supervision of offloading and loading of materials
- Ensuring proper storage of stock
- General sales to customers and autos pares.
- Weighing of Metals and sorting
Education
Bachelor of Business Information Technology -
Muranga University
01-2018
Computer Applications
KCA University
09-2014
Kenya Certificate of Secondary Education - undefined
Pioneer School
01-2013
Skills
- Solid understanding of IT service delivery within a corporate environment
- Proficient in Microsoft Office tools and experienced in technical support
- Strong communication skills, both written and verbal, with a focus on customer service
- Ability to analyze, make decisions, and initiate action in fast-paced environments
- Knowledgeable about banking products, business operations, and risk management
- Strong customer focus and problem-solving skills
Accomplishments
• Detected suspicious system activity through monitoring of firewall logs, authentication attempts, and server events within the SOC environment.
• Identified malware alerts and assisted in isolating affected machines to prevent further spread.
• Monitored access control logs and escalated unauthorized login attempts.
• Assisted in implementation of centralized log monitoring using Graylog to improve incident visibility.
Assisted international customers stranded overseas who required urgent support with card payments and digital banking access.
Provided support to both B2C and B2B banking clients requiring assistance with payment processing and account services.
Investigated and escalated fraudulent transactions helping reduce potential financial losses.
Supported introduction of monitoring processes to detect failed Bank‑to‑Mpesa transactions and improve customer resolution speed.
Contributed to improved digital banking adoption by guiding customers through online account setup and mobile banking registration.
Handled high volumes of customer support requests while consistently meeting service level agreements.
Interests
Learning about technology trends and innovations, Playing soccer and avid traveler
Certification
- May 2019 to July 2019 - Computer Pride College - Certificate in CISCO Networking Devices Part 1 & 2 - Credit
- Sept to Dec 2020 - Google - Certificate in Technical Support of Systems. - Credit
- May to Nov 2025 - ISC2 – Certified in Cybersecurity (CC)
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Cyber Security Analyst Intern
Salaam Technology
11.2024 - 06.2025
Technical Customer Service Support Executive
ABSA Bank Kenya
04.2021 - 10.2024
OPERATIONS ANALYST CASH MANAGEMENT
ABSA Bank Kenya
09.2018 - 08.2020
MOBILE MONEY SERVICES
Mystic Enterprise
06.2018 - 09.2018
HELPDESK SPECIALIST
Radio Africa Group
06.2017 - 09.2017
CASHIER
Muki Autospares and Scrap Metal
05.2016 - 08.2016
Computer Applications
KCA University
Kenya Certificate of Secondary Education - undefined
Pioneer School
Bachelor of Business Information Technology -
Muranga University