Winfred Wambui Mimano
IT Operations And Service Delivery
Nairobi
Summary
Strategic Information Technology Manager skilled in guiding navigation of modern technology. Accustomed to driving efficiency and effectiveness by developing, delivering and supporting strategic plans. Demonstrated skill in translating technical requirements to business solutions. Successful 10-year record of building positive relationships with internal and external stakeholders.
Overview
15
15
years of professional experience
4
4
years of post-secondary education
Work History
IT Operations Engineer
EFG – Hermes
05.2017 - Current
- Charged with seamlessly directing full lifecycle of technical IT operations and designing clear roadmaps and easy-to-follow plans that ensure flawless execution
- Introduced and established IT infrastructure for EFG as it was a new company setting up business in Kenya within Financial Services Sector
- Spearhead
- ICT initiatives that maintain full compliance while enhancing and optimizing ICT functions
- Key Contributions:
- Building and implementing tools TO operationalize the entire LAN network, user Personal Computer’s set up and telephone services for the team thus ensuring reliable network service, rapid problem resolution and data system integrity
- Project coordinator and local technical lead of newly launched mobile application, Hermes One - a hybrid application that derives its functionality from 2 different systems hosted in Kenya and in Egypt
- Establishing the Broker Back-office systems for the Operations and Finance team and migrated the applications to live environment resulting in business growth, advancement of existing initiatives and enhanced daily operations
- Balancing and prioritizing multiple companywide projects including the fire suppression and fire rating of the data centre
- Liaising with both finance and brokerage operations for the customization of the trading application are in line with new government VAT regulations
- Maintained technical fluency in required equipment and networking hardware for assigned jobs and facilities.
- Provided technical assistance during operational changes via both on-site support and remotely.
- Performed operational design reviews to determine feasibility and budgetary impacts of new proposals.
IT Service Delivery Officer
Nairobi Securities Exchange
11.2014 - 04.2017
- Introduced efficient operational strategies, leveraging leading-edge technologies to provide fist line support for a portfolio of IT, software and technology
- Provided support for IT infrastructure components of rollouts/initiatives and streamlined systems while building a robust, reliable disaster recovery systems
- Key Contributions:
- Leveraged the ITIL framework to build the IT service delivery roadmap by initiating the IT process maturity assessment to establish the baseline of the NSE processes
- Ensured quick resolution and improved support continuity by putting the appropriate documentation in place for specific support requirements
- Drove continuous service improvement by facilitating quarterly IT Service Delivery Reviews between the
- Trading Participants and IT suppliers to get feedback on impacting services
- Bridged the gap between the business and IT suppliers resulting in optimal service delivery by determining the root cause of outages and delays, and the required actions to be put in place to avoid them in the future
- Participated in the Derivatives system testing and coordinated with trading participants to ensure successful testing
Service Desk Officer
National AIDS Control Council
04.2009 - 11.2014
- Provided first line technical support for 100+ users and ensured maintenance of hardware and software while responding to user service request and expediently resolved trouble tickets to maximize system uptime
- Key Contributions:
- Optimized networks and strengthened infrastructure systems by resolving 95% of all trouble tickets without escalation to the Senior Systems Administrator as well as providing effective IT support to 9 regional offices within the country
- Conducted a system upgrade from Windows 2003 server to Windows server 2008; saved all clients data and migrated existing applications and customized configuration settings
- Developed an enhanced web-based data management as the project coordinator in collaboration with developers, thus ensuring all user needs were satisfied
- Performed Member technical evaluation of 144 computers funded by Global Fund as part of the evaluation and training team
- Ensured end to end functionality and no unintended consequence on the Kenya National Strategic Plan tools through performing system tests
- Project coordinator in the GIS mapping of Mombasa constituency to enhance the already existing community based programming software in decision making when it comes to funding of HIV/AIDS programs
IT Client Helpdesk Assistant / Customer Service Coordinator
Kenya Shell Limited, VIVO Energy Kenya
10.2007 - 03.2009
- Key Contributions:
- Enhanced customer support and satisfaction by reducing call-back rate through accurate assessment of technical issues root cause and consistent implementation of appropriate solutions
- Coordinated and supervised quarterly preventive maintenance on all hardware and liaised with external maintenance providers
- Transformed the maintenance desk, which was highly back logged with many outstanding issues, by ensuring prompt response and all retailer and dealer issues were efficiently handled
- Gave constant feedback to customers on the status of their maintenance request
- Prepared reports capturing feedback received from all retail and commercial customers
Education
Bachelor of Business Information Technology -
Strathmore University
Nairobi 01.2003 - 01.2007
Skills
Project planning and development
Advanced problem solving
Budget administration
Veaam Backup Infrastructure
Systems Installation, Configuration and Upgrading
Budgeting
VmWare VCenter Servers
Project Management
Software Development Lifecycle
Strategic planning
Technical issues analysis
Desktop support
Application support
Affiliations
- Coursera
- Cognitive Class
- PRINCE2 Foundation and Practitioner
- Philanthropy University
- The Kenya Institute of Management
- ITILV3 Foundation
Timeline
IT Operations Engineer
EFG – Hermes
05.2017 - Current
IT Service Delivery Officer
Nairobi Securities Exchange
11.2014 - 04.2017
Service Desk Officer
National AIDS Control Council
04.2009 - 11.2014
IT Client Helpdesk Assistant / Customer Service Coordinator
Kenya Shell Limited, VIVO Energy Kenya
10.2007 - 03.2009
Bachelor of Business Information Technology -
Strathmore University
01.2003 - 01.2007