Customer Service, System Engineer, System Administrator.

Location:

Nairobi, Nairobi County, Kenya

Posted:

September 25, 2024

Contact this candidate

Resume:

CURRICULUM VITAE

Alex Kisanyanya Lugano

Email: ad8zxf@r.postjobfree.com

Cell: +254-***-***-***.

LinkedIn: https://www.linkedin.com/in/alex-lugano-3949b11a/

I am an Information Technology and Business Enthusiast who delights and thrives in offering and setting up solutions with the Midas touch of great and unparalleled Customer Server. I am a graduate in IT from Jomo Kenyatta University of Agriculture and Technology Kenya with training and a certificate in Customer Service (ICCSP). I enjoy Farming, Hiking and Trekking which help me Think, Create, Meditate and Relax

EXPERIENCE.

01) August 2015 - Current: ENTA Solutions (K) LTD - Self Employed - Freelance System Engineer.

02) March 2014 - August 2015: Sybyl (K) LTD - System Engineer.

03) April 2012 - March 2014: EasyLink (K) LTD - Technical Engineer.

04) September 2008 - April 2012: Equity Group Holdings - System Administrator.

ROLES and RESPONSIBILITIES.

● Customer service and Technical Customer Support (Phone, Mail, Chat, CRM tickets); Through support of Bank staff, I improved the Bank’s performance and customer confidence in the Brand. The Customer base increased by 30% to 3.3 Million in 2008 growing to a further 5.9 Million In 2010. Being a transactional driven business, the improved numbers meant the Loan portfolio and Customer deposits improved significantly, ATM and Point of sale transactions grew, impacting business profits. User support. User technology training. Notify and advise on new security threats. Oracle Siebel CRM.

● Vendor Management; Service delivery - repair, maintenance and upgrades. License management. Contract negotiations. Cost control. Vendor risk management. SLA’s. Vendor evaluation

● Business Continuity and Disaster Recovery; I guaranteed steadiness and consistency in Business operations and Service delivery, improved brand public confidence, customer base growth to 7.151 Million in 2011, increased volumes in customer transactions, increased profitability and growth with pretax profit of 12.83 Billion in 2011. Positioning Equity Bank as a Leader in Kenya. Setup a Fiber cable linked Backup Data Center for Disaster recovery. Efficient and effective replication. Backup generators. Sound vendor agreements. In depth continuous risk assessments. Tight network and system surveillance and monitoring strategy. Team preparedness and well defined roles.

● Business and Office Automation; Elimination of paperwork, cost cutting and improved security through system and user logs, user login through password and user account rights configuration and management. The journey from gathering user requirements to adopting a new system. Gather and assess user requirements. Research and select the best solutions. Tests and evaluates technology with users. Advice vendors on possible improvements. Present findings and costs rational to management for decision making.

● Data Centers and Server Hardware Management; I guaranteed continued availability of Banking systems like ATM’s, Core Banking Systems and Emails improving customer transactions due to high system availability resulting in a profit growth from 2.5 Billion to 5 Billion KSH in 2008. Memory, RAID and Disk management. Cable management. Generators and UPS machines. Safety via temperature control and fire extinguishers. Security, permissions and access control. Cleanliness and environmental control from dampness and dust. Hp, IBM and Dell PC’s, laptops, servers.

● Virtualization Installation and Administration; I massively reduced technology costs by eliminating stand alone servers for every project and systems setup. Citrix Xen-desktop 7. VMware. Hyper V. Hypervisors, VM creation, Disk allocation, Network configuration, VM management platform. Network virtualization. Storage virtualization. Virtual Desktop Infrastructure (VDI)

● Sales and Presales; Sales decision making: discounts, upselling, down selling. Negotiation of contracts. Lead generation. Appointment setting. Proof-of-concepts. Service level agreements. Prospecting. Client evaluation. Strategic negotiation. Lead generation. Appointment setting.

● Google Workspace; Google Maps, Docs, Sheets, Drive, Calendar, Meet, Chat, Mail, Contacts. CURRICULUM VITAE

● Microsoft OS, Servers and APPs Deployment and Administration; I enabled efficient, effective and secure organization operations, service delivery and teamwork through; Swift and safe Email communication, Tight domain user rights, Tough password policies, Strict group policy management, Guaranteed availability of resources across networks through Domain controllers, AD replication, DNS and DHCP. Active Directory Server. Exchange Server. Hyper V. OS - Vista, 10 and 11. ISA Server; enterprise firewall, Web proxy and VPN. Server 2003, 2008, 2012. MS Office.

● Network Deployment, Troubleshooting and Management; I guaranteed continuous availability of Services to all Customers in LAN, WAN and SAN by ensuring steady continuous network availability: Routers and Switches. Internet access rights.

● Storage Configuration and Management; Paired with Virtualization to guarantee reducing costs by eliminating stand-alone physical servers for every project and system. EMC, NetApp, IBM Storwize, Symantec Net-Backup.

● ICT Security and Risk Assessment; I Properly protected the organization's data and secrets from intrusion and internal hemorrhage by untrustworthy staff. McAfee Antivirus: Epolicy Server, Server Security Suite. Kaspersky Antivirus. Tough AD Password Policies. Tight AD Domain User Rights. Strict Group Policy Management. Firewall and stringent firewall policies. User Education. Logging of user details and activities.

● Documentation and document management; Technology System Architect documentation. Training material creation. Gathering and documenting system user requirements for Office Automation. System requirements documentation for Vendors. Systems errors, failures and solutions documentation for ICT team to aid in saving time while troubleshooting and problem solving. Web articles and SEO. PowerPoint presentation documents. Report writing. Documents storage and sharing: File Server, Cloud drives, Websites, Blogs and Collaboration Software.

● System Administration and Engineering; Monitor and manage systems. Troubleshoot and problem solve. Install and configure systems. Upgrade and patch systems. Migrate systems. System licensing. Escalation.

SKILLS.

Customer service and Customer relations management. Troubleshooting and Problem-solving skills. Effective communication and Interpersonal skills. User and Technical support. System administration and Engineering. Leadership skills. Planning and Organizing. Disaster recovery and Business continuity. Analytical and Critical thinking. Diligence and Work ethic. Creativity and Strategy. Inventive and Innovative. Sales and Presales. Documentation, Report writing and Beginner SEO. Pressure and Stress management. Prioritizing and effective time management. Empathy and listening skills. Emotional intelligence and Self control. Delegation and Training. Negotiation skills. Teamwork and Collaboration.

PROJECTS.

1. Deployment of MS Active Directory and Exchange Servers for Equity Group Holdings and Kiambu County Government Kenya. The Bank scaled to the Nations below in 2 years, boosting banks presence across East Africa, Increased Profits, improved Teamwork and Productivity within the Bank and its subsidiaries in E.A.

a) Equity Bank Ltd Uganda,

b) Equity Bank Ltd South Sudan,

c) Equity Bank Ltd Tanzania,

d) Equity Bank Ltd Rwanda.

e) Kiambu county Government

2. Virtualization with VMware. Helped the organizations below cut their IT Departments budgets. Physical Servers were replaced with Powerful and Cheaper Virtual ones;

a) Equity Group Holdings,

b) Kwale sugar Ltd,

c) Kenya Airports Authority

3. Network Deployment of an efficient and effective Automated Revenue Collection System for the County Government ranking among the best in the Nation; Kiambu County Government.

4. Storage Configuration and Setup; Works with Virtualization to reduce costs of acquiring physical Servers. It provisions the Disk space required to create a Virtual Machine/Server;

a) EMC Storage – Kwale sugar ltd,

b) NetApp Storage – Co-operative Bank

c) EMC Storage - Kenya Airport Authority

5. Datacenter construction to guarantee continued secure availability of systems; Kwale Sugar Ltd.

EDUCATION, CERTIFICATE, TRAINING

A. Degree - BSc Information Technology – JKUAT: 2002 - 2007

B. International Customer Care Skill Passport - Multimedia University: March 10, 200

C. Citrix Xen-Desktop 7 Administration - Citrix Certified Center Kenya: May 5, 2014

REFEREES

Mr. Alan Maturu

Former: Supervisor at Sybyl (K) Ltd),

Current: Strategic Technology Program Manager - Safaricom plc,