Fredrick Ouma

Experience

• 

  Henkel Kenya Limited

  Nov 2013 - Jan 2014

  Graduate IT Intern

  Worked as a graduate intern at both Henkel Kenya. Provided HelpDesk support, IT operations and planning, Asset inventory management and capacity management, Unit SLA & KPI management as well as offer training to Employees on IT best practices.

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  Kenya Red Cross

  Jan 2014 - Mar 2014

  Telecommunications & ICT Intern

  Worked as a graduate intern at Kenya Red Cross Society. Provided HelpDesk support, IT operations and planning, Asset inventory management and capacity management, Unit SLA & KPI management as well as offer training to Employees on IT best practices.

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  Rift Valley Railways

  Mar 2014 - Aug 2015

  Technical Assistant - Planning & Control

  o RVR Application platform support for ATW, OBC, PX and SRS. We achieved 99% uptimeo Business Operations planning and resource capacity planning to meet business and customer targetso Incident management lead for cross-functional departments sales, permanent way (rail), compliance, customers and CXR. Accidents and incidents are attended to within the set SLAs.o Cargo TAT and SLA management for RVR clients in Kenya and Uganda.

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  Mahindra Comviva

  Jul 2015 - Feb 2017

  VAS Engineer, Airtel Africa Project

  • Project coordinator for Security and Backup for all Airtel Africa (Kenya) Value Added Services (VAS) nodes (Sitescope, HP OMU and HP Tape Library Management)• Linux System Administrator on Airtel Kenya VAS servers under Mahindra Comviva Managed Services• Installing and supporting VAS products (Comviva SMSC, Comviva USSD, Mobileum MCA/VMS, Pyro Inroam, Sigos SITE, Mobileum Roaming Suite & Roaming Replicator, Digitata Dynamic Tariffing System (DTS), Comviva Firewall, Adaptive Firewall)• Managed Service Operations & Support on SMSC, USSD, SMS Firewall ( short code creation, SMS routing thro’ Sybase & BICs, configure USSD short codes/menus ) on Comviva products• Provide L1 and L2 Support on Roaming platform on Mobileum Roaming Suite and Roaming Replicator Solutions• Manage Sigos SITE system for carrying out SIM tests and Call QOS testing• Plan, coordinate and carry out System Integration Tests (SIT) and User Acceptance Testing (UAT) for new projects and integrations• Network troubleshooting and ensure 99.9% service uptime to the client• Data analysis and presentation of VAS Dashboard reports (SMSC, USSD ) to Airtel Management Board• Implementation of Change Requests (CRs) as proposed by the client i.e. configuration of new USSD short codes, creation of SMMP accounts, testing with CPs to meet Business needs.• Data Centre Support (Server racking & mounting, cable trunking, firmware updates, parts replacement and upgrades, RAID configurations and backup management)• Incident management, solving, tracking and escalation in line with SLA • Support sales efforts as well as the training and support of Associate Consultants.• Data analysis and presentation of VAS Dashboard reports (daily, Weekly) to Airtel Management• Delivery of O&M services in accordance to the defined schedules and KPIs• Coordinating with product ISVs on new integrations and patch updates Show less

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  Roamtech Solutions Limited

  Feb 2017 - Jul 2018

  • Asterisk 11 installation, configuration and administration. Improved Call Centre Agents performance and ensured Customer satisfaction by implementing a 64 Inbound/Outbound Call Centre solution from a single Mobile Phone setup that was initially used• Training to Call Centre Management Teams and Agents on System setup, system capabilities varying from Automatic Call Distributor (ACD), Multi-Level IVR, Customized Call Queues, Skills-based Routing, Call Control, Call Recording, Call Live Monitoring and Call Barging.• Networks & Security configurations and administration on Cisco switches and routers, Mikrotic routers and Cyberoam UTM & SOPHOS XG Firewall implementation• Linux Server Administration (User Management, Central Logging using Syslog, Implement Security and Password Policies)• Data Centre Support (Server racking & mounting, firmware updates, parts replacement and upgrades, RAID configurations and backup management)• Desktop Support Lead for all employees (OpenLDAP Implementation for Centralized Authentication of all employees, IT Support, recommend and purchase of new IT hardware & IT Inventory Management)• Pre-Sales Support to Sales team for VAS and Asterisk PBX/Call Centre solution • Network troubleshooting and maintenance for USSD and SMS services with for all clients integrating on our platform. Show less

  • Solutions Architect - VoIP

    Apr 2017 - Jul 2018

  • Networks & Infrastructure Engineer

    Feb 2017 - Jul 2018
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  Obopay

  Jul 2018 - Feb 2019

  ▪ Provided world-class support to our customers with technical and non-technical issues, with 94% positively rated conversations.▪ Offered technical support to merchants and partners integrating Airtel Money APIs through the API Gateway hence driving adoption of Airtel Money for online payments.▪ Deliver major releases alongside small change, urgent change, service improvements and maintenance.▪ Manage project operations (Airtel Money) with an aim to deliver within set tolerances of time, cost, scope and quality▪ Manage complex/non-standard critical incidents, standard incidents, and service requests efficiently and expediently for a better customer experience ▪ Client engagement, Problem Management, Change Management, Incident Management for Mobile Money Operations▪ Oversaw defects identification, escalation and tracking closure by RnDs team on Jira.▪ Troubleshot complex network infrastructures, application exceptions and identified process improvement areas.▪ Automated infrastructure observability reports using Zabbix.▪ Apply and contribute to release governance.▪ Responsible for technical support in early product release phases (pilots, trials, and early projects) Show less

  • Senior Technical Support Engineer

    Aug 2018 - Feb 2019

  • Lead, Infrastructure Engineer

    Jul 2018 - Feb 2019
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  Comviva

  Feb 2019 - Apr 2021

  ▪ Led the migration of Airtel Money platform as an integration lead between vendors with an uptime 99.98% ▪ Offered technical support to merchants and partners integrating Airtel Money APIs through the API Gateway hence driving adoption of Airtel Money for online payments.▪ Managed regular project status updates to internal stakeholders, led report presentation to steering committee.▪ Release and change management including deployment of new Airtel Money services to production with minimal downtimes.▪ Translated business requirements into technical requirements for product development and configuration.▪ Designed and implemented (Airtel Money) financial products resulting in platform tps increase by 35% within 6 months.▪ Quality assurance (SITs and UATs) for new solutions and fixes for existing systems.▪ Coordinate key stakeholders at all levels throughout the release process.▪ Oversaw automation of partner onboarding process using Rest APIs, XML from 1 week to 24 hours within 3 months▪ Scheduled and executed application patch upgrades using ansible tower.▪ System environments build and maintenance including associated security.▪ Provided second level advanced technical support for queries and escalations, day to day handling of incidents and service requestsand closing cases to meet SLA. Show less o Infrastructure and Data Center support for Airtel Kenya Managed Service nodes. Ensure 99.99% SLA uptime, resource utilization and capacity planning, vendor management and partner support.o Compliance and governance lead. Manage end to end System and Business process compliance as per Airtel security guidelines and business continuity process. Carry out quarterly system audit, Vulnerability Assessment, Identity and Access Management, Change Request Management process. Review backups, disaster recovery process and preparedness.o Technical escalation management to ensure customer success with different product vendors as part of Managed Services team.o Manage complex/non-standard critical incidents, standard incidents and service requests efficiently and expediently for a better customer experience o Mobile Money and Value Added Services (VAS) L2 Application support (Airtel Money, USSD, SMSC, Roaming).o Demonstrated efficiency in System Administration in Linux/Unix and Windowso Stakeholder meetings with partners’ business and technical teams, training on platform changes and improvements. Show less

  • Senior Technical Support Engineer

    Apr 2019 - Apr 2021

  • Technical Support Engineer

    Feb 2019 - Apr 2021
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  Safaricom PLC

  Apr 2021 - now

  o M-PESA Products System Design, Development & Integrationo Tasked with Integration of all Internal and 3rd Parties/Merchant systems to the new M-PESA G2 Platformo Financial Products Technical Requirement analysis and Mappingo Ensure uptime and 99.99% availability of Mpesa systemo Coordination of Delivery effort across Cross-functional teamso Deployment Planning and executiono Technical risk identification and managemento Support product testing cycles, defects resolution and quality assuranceo Functional Requirements Review (FRS) of ALL Safaricom systems with Vendors, 3rd Parties, Merchants and Safaricom Stakeholders.o System capacity planning Show less

  • Systems Engineer II Fintech

    Jan 2022 - now

  • Engineer - Financial Services Systems Planning

    Apr 2021 - Jan 2022