Patrick Njung'e

Experience

• 

  Chem-Labs Healthcare Ltd

  May 2010 - May 2012

  IT Technical Support Officer

  Installation, configuration and maintenance of windows small business server 2003.  Maintain and control antivirus/ antimalware/antispyware processes.  Configuration and maintenance of Cisco router to ensure internet connectivity.  Configuring and maintenance of user computers through monthly servicing and change of faulty computers

• 

  Co-operative Bank of Kenya

  Jun 2013 - Nov 2021

  • Providing team leadership for the Technical and POS configuration team.• Deploying of new solutions and applications.• Monitoring Channel Applications for availability and performance.• Ensuring issues related to bugs, fixes are taken up with the vendor, and regular follow-up is being done for delivery of patches and testing after receipt of patches within specified SLA time frames.• Participating in new product rollouts, testing, documentation and operational improvement projects.• Documenting of all processes and procedures related to systems, review, and updated from time to time.• Modifying configurations, utilities, software default settings, etc. for the local workstation.• Aiding in conducting Data Recovery drills.• Ensuring uptime of services being offered through banking channels as per SLA.• Proactive monitoring of services and transactions.• Ensuring issues raised by the business users should be resolved within specified SLA time frames with proper communication to relevant stakeholders.• Supporting operations of Alternate Banking Channels 24x7.• Maintaining contact person between the Branches, regional Office and Agents/Merchants on the status of the systems, Cards and Agent terminals.• Maintaining issue Logs of POS errors reported by Agents and Branches and engaging with ICT to ensure minimal interruptions to Agent and merchant business and maintaining a 98% system uptime. Show less Provide helpdesk support and resolve problems to the end user’s satisfaction.  Monitor and respond quickly and effectively to requests received through the IT helpdesk.  Monitor Service Desk for tickets assigned to the queue and process first-in first-out based on Priority.  Modify configurations, utilities, software default settings, etc. for the local workstation.  Utilize and maintain the helpdesk tracking software.  Maintaining up to date inventory of computer equipment and software and providing information to management to support budgetary decisions.  User management on all systems.  Ensure each workstation has a computer, monitor, keyboard, mouse, hard drive, and any additional specialized equipment.  Install, test and configure new workstations, peripheral equipment and software.  Provide Tier 1 & 2 help desk support over-the-phone and on-site. Show less Provide helpdesk support and resolve problems to the end user’s satisfaction.  Monitor and respond quickly and effectively to requests received through the IT helpdesk.  Monitor Service Desk for tickets assigned to the queue and process first-in first-out based on Priority.  Modify configurations, utilities, software default settings, etc. for the local workstation.  Utilize and maintain the helpdesk tracking software.  Maintaining up to date inventory of computer equipment and software and providing information to management to support budgetary decisions.  User management on all systems.  Ensure each workstation has a computer, monitor, keyboard, mouse, hard drive, and any additional specialized equipment.  Install, test and configure new workstations, peripheral equipment and software.  Provide Tier 1 & 2 help desk support over-the-phone and on-site. Show less

  • POS Management Supervisor

    May 2019 - Nov 2021

  • ICT Service Desk Analyst

    Sept 2015 - Apr 2019

  • Operations Officer/Branch System Administrator

    Jun 2013 - Aug 2015
• 

  KCB Bank Group

  Nov 2021 - now

  Agency support specialist

  • Providing technical support for existing Agency, Mobile Banking, Internet Banking, Middleware • Applications and support implementation of related projects.• Providing first and second level IT training and support to users in addition to keeping track of user issues and oversee their prompt resolution.• Delivering business quality solutions by ensuring that they are well tested and are rolled out in a manner that adheres to established business processes.• Working closely with IT Security to ensure that the Agency System are well secured and in implementing SSL and other encryption certificates for ensuring robust and secure Digital Channels services.• Linux and Windows system administration and management.• Maintaining up to date system and user documentation.• Ensuring compliance of SLAs by system vendors• Developing real time online reports and monitoring tools to be able to track internet / mobile banking and internet acquiring system uptime and performance.• Continual Service Improvement by recommending and implementing upgrades or changes to the mobile & internet solutions for increased performance, security or business benefits.• Developing subject matter expert knowledge of Mobile banking and other payment banking technologies. Show less