Service Delivery Professional
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As an accomplished Service Delivery professional, I believe in delivering timely , effective and quality services. I have over 10 years experience in service delivery operations. Over the years I have managed to improve service delivery processes, enable different departments to communicate with one another, solve complaints and improve customer satisfaction.
I have competent IT skills including Windows Server Services, Exchange administration, User administration and Office 365 suite. I possess working knowledge of computer systems, security, network and systems administration and data storage systems.
I am a flexible contributor with exceptional problem solving and decision-making skills, particularly in high pressure environments, and with advanced analytical, critical thinking, and problem solving abilities. I am also highly skilled in managing helpdesk systems, troubleshooting and ensuring effective SLA management. I will benefit a top organization by combining technical, analytical, people and leadership skills to drive productivity and service delivery.
I am currently working as an ICT Officer, in Nairobi Water Company. I have worked for the company for 13 years in different capacities.
I have an Msc. Computer Science from the University of Nairobi and a BSc. Information Technology form Jomo Kenyatta University of Agriculture and Technology.
2021: Management Skills: Kenya School of Government;
KSG 2020: LPIC 1 Linux Administrator:;
Linux Professional Institute 2017;
ITIL Foundation Certificate: Axelos Global Best Practice 2017;
Quality Management System: Implementation of ISO 9001:2015; KEBS 2015;
Project Monitoring and Evaluation; Computer Society of Kenya
Advanced IT Disaster Recovery Planning; Computer Society of Kenya 2015:
Quality Management System: Implementation of ISO 9001:2008; KEBS 2010:
IT User Support; Eastern and Southern Africa Management Institute 2007 - 2008:
Bullet Proof Customer Service Training; Kenya Airways 2001 - 2002:
IMIS Higher Diploma Certificate; Oshwal College 2000:
Ms-excel, Introduction to Computers, Ms-word; Institute for Advanced Technology
Master of Science in Computer Science University of Nairobi 2003 - 2005
Bachelor of Science in Information Technology Jomo Kenyatta University of Agriculture and Technology Attained: Second Class Honors Upper Division
