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Skills
Experience
MWP Support Coordinator
British American Tobacco
2025-03 - 2026-03
Coordinated IT operations across Kenya, Somalia, Zambia and Mozambique, overseeing service delivery and escalating critical issues to senior management. Managed IT procurement using SAP and Coupa, raising purchase orders, reconciling invoices and maintaining compliance documentation. Acted as the primary liaison with national telecom providers Safaricom and Airtel, handling service agreements, billing and escalations. Administered user access provisioning and de‑provisioning through Active Directory in line with InfoSec governance standards. Utilised ServiceNow to log, track and resolve operational tickets for a multi‑country user base.
Junior Application Support Analyst
Stanbic Bank Kenya
2024-11 - 2025-03
Resolved T24 core banking support tickets by investigating failures, coordinating with engineering teams and documenting resolutions. Coordinated system change processes through DAO code uploads, ensuring validation and compliance before deployment. Monitored the e‑alerts notification system, identifying delivery failures early and coordinating fixes to prevent customer impact. Prepared stakeholder communications during system incidents after confirming facts with system owners and obtaining manager approval.
IT Service Desk Analyst
Stanbic Bank Kenya
2022-10 - 2024-11
Identified password resets as the highest‑volume recurring issue across 20+ branches and coordinated an SSO implementation with developers, permanently eliminating the problem. Resolved over 500 end‑user IT issues nationally, maintaining SLA compliance across a distributed branch network. Monitored ticket patterns for early warning signs of system failures, escalating to system owners and communicating proactively to stakeholders. Managed user accounts through Active Directory, handling access permissions and lifecycle in line with security policies. Coordinated IT hardware vendors across 20+ branches, tracking maintenance requests and delivery against SLAs, and maintained operational records using BMC Remedy.
IT Desktop Support Technician
Stanbic Bank Kenya
2021-10 - 2022-10
Provided on‑site and remote resolution of hardware, software and network issues across branch locations, maintaining accurate records of all work completed. Demonstrated strong technical aptitude and customer service, leading to a promotion to Service Desk Lead within 12 months based on senior management recommendation.
Languages
English
fluent
Last updated: 1 month ago