Kenya
I am a customer support agent for over 10years with a driven background in telecommunication, database administration, Linux/Unix administration, automation and monitoring, and python/java development. Proficient in learning new tasks quickly and exceeding expectations. Tools / Application worked with. Cloud Technologies: AWS, Azure, GCP. Virtualizations: AWS, Kubernetes, Docker, VMWare, Digital Ocean. Database technologies: - Oracle ASM, data guard, RAC, MySQL, MSSQL server, Monitoring and application support: - Nagios, New Relic, Grafana, Zabbix, Monit, Pager duty, Customer Support: - Zendesk, Salesforce, Jira, Skype, Zoom, Google Meet Operating system: - Linux, Windows, Unix, Scripting Technologies: - bash, python, awk, sed, Django Programming language- Java, Python, PHP Webservers: - glassfish, Apache Server, Tomcat, Weblogic. Payment Gateways: - Interswitch, Cellulant Tingg, Uganda YO Payments. Java troubleshooting: - Thread dumps, heap dumps, GC stats logs. Reporting Technologies: - Crystal reports, Jasper reports
USSD and SMS application development across Africa. Developing Mobile money application with MPESA, Kokopo, PayPal, Pesa Pal, inter-switch and creditswitch. Development of web-based application using Django, Java, Python Linux administration and consultancy across Africa. Oracle database application development and consultancy of oracle related queries. Development of E-commerce sites/interfaces and integrating the sites with various payment gateways like YO payment, Interswitch, Pesapal , MPESA
High-Level Technical Support for RedKnee Total Converged Billing and charging solutions, to Clients and Customers across the globe. Providing consultancy services to customer business and technical teams for implementing various Business to Customer (B2C) products on the Redknee Telecom Charging System Identifying Root Cause Analysis of customer-impacting issues and ensuring that the SLA milestones are met Coaching and mentoring the team member on various Redknee/Optiva production and services. Working as a Customer Support engineer to analyze and manage Incidents/Tickets resolution for permanent fix and/or Upgrades Articulate, review and modification of standard procedure for upgrades / Configuration changes / Maintenance activities and knowledge Articles. Advanced Troubleshooting at Java code level/thread dumps / Garbage Collection logs / Performance & Operation measurements and Application debug logs/event records.
Application support for Ignite, Aurea, and Versata products.Troubleshooting support to Ignite, Aurea and Verserta products and ensure uptime Working as a customer support agent to analyze and manage Incidents/Tickets resolution for permanent fix and/or Upgrades Technical support and Proactive monitoring using Nagios, and pager duty Administer Amazon AWS this includes Compute (EC2), Network (VPC, VPN, Classic), Storage services (EBS, S3, Glacier). Working with application in Kubernetes and Docker containers.
Customer support: Supporting Customers with queries, incidences and resolving customer tickets. Implementation, installation, and integration of Verifone mobile money application with the operation mobile money ( Airtel Money and MTN Money) Escalation and working with R&D for bugs and application enhance Configuring application, MPOS, Famoco, and patching of application Ensuring customer satisfaction by running UAT and SIT tests with the client, Educating the customer on NFC application and assist mobile money agents Installing and mounting of servers Responsible for Delivery and execution of the projects onsite/Offsite and supporting the end to end customer requirements & needs. Pre-production environment for major telecom customer – developing test plans and testing methodologies, running of day-to-day lab operations, maintaining hardware, coordinating multiple vendors for interoperability verification projects. Scripting and automation of reports