Ken Yoma

Pro

Followers 2
Connections 6

Senior Support Analyst at PVH

since November, 2019

ke***ma@gmail.com

About

A strategic and highly motivated Senior Support Analyst skilled in guiding navigation of modern technology. Accustomed to driving efficiency and effectiveness by developing, delivering and supporting strategic company plans. Effective at managing information, technical concerns and team member support needs with speed and efficiency. Self-directed and knowledgeable with excellent relationship building and critical thinking skills. Bringing 12 years of experience in technology. Looking for an exciting challenge and growth opportunity

Skills

Server support
10
Customer Service and Support
10
System administration
10
Leadership & Project Management
10
Team management and leadership
10
Windows и Linux
10
English and Kiswahili
10

Experience

Ken Yoma

Work experience

Senior Support Analyst at PVH

November, 2019 -
Fulltime

In charge of IT Management, Projects and Support for PVH Africa (Kenya, Ethiopia, Madagascar, Jordan, Egypt and part of Asia)by managing the day-to-day operations of systems by monitoring performance, configurating, maintaining and repairing when required.
Working with the Global team in Introducing, developing and supporting new projects to Africa and Asia like knowledge base management under Service Now, PVHx(365, Microsoft Teams, improved user authentication) and Microsoft Self Service Azure Password Reset/unlock Tool
Ensuring high availability and levels of performance of mission critical systems, network & server resources by working closely with administrators for each country.
Training staff and administrators on developed/acquired software/hardware usage.
Ensuring business continuity by providing network/power backups for network & systems through country administrators.
Maintaining a high level of system security including the firewall, network and antivirus systems respectively.
Working on multiple tasks/projects simultaneously and meeting deadlines.
Communicating regularly with management regarding status of projects and outstanding issues.
Team leadership responsibilities and performing annual reviews for staff under me.
Recommending and supporting initiatives designed to enhance work processes and improve service levels.
Formulating system scope and objectives and leading in the formulation of test scripts/plans and executing them with clearly documented outcomes as well as interpreting and advising on the outcomes.
Troubleshooting issues, working with internal/external customers and vendor(s) upon occurrence.
Effectively communicating the status of issues to the staff and leadership.
Maintaining a productive relationship with vendors and reporting issues and managing them till closure.
Working with stakeholders on ensuring their interests and company interests are aligned.
Developing and maintaining IS standard project management documents according to the company policy as well as providing my manager documentation of accomplishments on a monthly basis.
Developing best practice standards, procedures and leveraging documentation tools as per company policies.
Developing technical documents relating to application architecture, design steps, integration processes and testing procedures to ensure a seamless integration of new and existing systems and eliminate potential problems.
Preparing specifications for writing codes and creating scripts to extract data from various systems.
Understanding of database concepts and data processes to develop, analyze and support various new projects and make recommendations for improvements to existing processes.
Validating, testing and executing systems prior to delivery of end output to users.
Continuously improving technical competency by self-initiated study and completing appropriate courses, classes and workshops to enhance technical and professional skills.

Ken Yoma

Work experience

IT System Analyst - Africa at Mars Wrigley Confectionery

April, 2019 - November, 2019
Fulltime

Maintaining and upgrading existing systems as required for both Nairobi, Nigeria and Egypt Sites.
Designing, implementing new systems, Managing and monitoring all systems and infrastructure.
Risk mitigation planning and ensuring systems are compliant to the company policies.
Collaborating with Business Analysts, Project Leads to resolve issues and ensuring solutions are viable and consistent.
Creating system guidelines and manuals for the organisation on new system releases
Running training sessions and workshops on system processes and usage.
Conducting regular reviews of systems and generating reports on efficiencies and improvement areas.
Structuring and prioritizing business requirements and communicating plans with stakeholders for review and approval.
Install, configure, test and maintain operating systems, application software and system management tools.
Using Service now IT ticketing system for Incident Management, Asset Management, Knowledge Base and Reporting.
Pro-actively ensure the highest levels of systems and infrastructure availability.
Working independently without supervision to plan and implement work plans.
Participating in the procurement process for new vendors as well as doing vendor management to ensure system availability.
Provide 1st level, 2nd level technical support and escalating unresolved and high business risk issues to service desk.
Liaise with vendors and other IT personnel for problem resolution
Monitor and test application performance for potential bottlenecks, identify possible solutions, and work with developers to implement those fixes
Maintain security, backup, and redundancy strategies
Write and maintain custom scripts to increase system efficiency and lower the human intervention time on any tasks

Ken Yoma

Work experience

System Administrator at Airtel Africa

August, 2018 - March, 2019
Fulltime

Participated in the server upgrade for Airtel Africa in Nairobi, Mombasa and Congo Brazzaville as well as Kinshasa.
Preparing the project environment and project equipment according to the work plan.
Following the work plan in regard to the timeline, budget as well as infrastructure setup.
Patching the network cables, setting up the racks, setting up fibre cables and doing cable management.
Installing and configuring software, hardware and networks on the racks.
Configuring the network switch setup, firewall setup, storage allocation as well as establishing network connection.
Ensure security through access controls, backups and firewalls.
Monitoring system performance and troubleshooting issues after system configuration.
Ensuring security and efficiency of the IT infrastructure.

Ken Yoma

Work experience

Service Desk Analyst at Stanbic bank

February, 2015 - March, 2018
Fulltime

Acting as a single point of contact for phone calls and emails from staff regarding IT issues and queries & Escalating unresolved calls to the 3rd level support teams
Receiving, logging and managing calls from internal staff via telephone and email
1st and 2nd line support troubleshooting of IT related problems from in-house software, applications to hardware, Laptops, PCs, Network and Printers
Logging all calls in Team track, Zendesk & Remedy System for resolution of queries
Taking ownership of user problems and following up the status of problems on behalf of the user and communicate progress in a timely manner
Maintaining a high degree of customer service for all support queries and adhere to all service management principles
Providing basic in-house training in MS 365 Office applications used within the Association (Word, Excel, Outlook, PowerPoint)
Providing stats for the weekly Service Desk report on call trends
Publishing support documentation to assist staff with requests for information & provide staff training if required
Basic Active Directory knowledge (Resetting passwords, adding & removing users from groups)
Arranging for external technical support where problems cannot be resolved in house (Rates players, ATMS, Wi-fi & BNAs)
Creation, amending and deletion of users in bank based applications (Modelbank (T24), CIMS, DATASTORE, CIMSAO, CHECAR, CIMS CREDIT, CAMS, IMM, SAP, Flow credit, MIPS, CRR & My Access)
Moneygram and Mpesa Application 1st Level and 2nd Level Support (Setup, Creation, deletion, resetting passwords & escalation to vendors where problems cannot be resolved in house)

Ken Yoma

Education

Bachelor of Commerce at University of Nairobi, Kenya

January, 2015 - December, 2019
Fulltime

Information Technology Specialty

Ken Yoma

Work experience

Service Delivery Support Analyst at East Africa Breweries Limited - Head Office Site

December, 2013 - December, 2015
Fulltime

Supporting & maintaining handheld devices (PDA & blackberry) for EABL Kenya and maintaining their messaging servers.
To act as a single point of contact (SPOC) for EABL Kenya on blackberry & PDA users and the wider solution teams (Diageo Service desk, Safaricom, Tracesoft, Tendwa – Blackberry Center, Orange).
Communicating and engaging business partners and stakeholders in business Processes and updates.
Supporting & maintaining LAN & wireless network points for EABL Kenya (37 Distributors & the Executives)
Taking ownership to resolve reported incidents through to resolution and ensuring quick resolution by using basic problem-solving skills.
Escalating incidents/problems to higher level of expertise within the organization (Superiors and ticket resolution teams)
To be familiar with the different products being supported, provide guidance on the usage and also have the technical knowhow of repairing & troubleshooting (training).

Ken Yoma

Work experience

Team Lead System Administrator at East African Breweries Limited

January, 2011 - December, 2013
Fulltime

In charge of running day to day IT operations by leading a team of 6 administrators and the supervision of solutions for various projects and system operational needs in the office and factory environment.
Install new / rebuild existing computers, servers and configure hardware, peripherals, services, settings, directories, storage, etc. in accordance with standards and project/operational requirements.
Install and configure systems such as supports GIS infrastructure applications or Asset Management applications.
Maintaining system inventory for the factory and office equipment.
Research and recommend innovative, and where possible automated approaches for system administration tasks. Identify approaches that leverage our resources and provide economies of scale.
Perform daily system monitoring, verifying the integrity and availability of all hardware, server resources, systems and key processes, reviewing system and application logs, and verifying completion of scheduled jobs such as system updates.
Create, change, and delete user accounts per request.
Perform on going performance tuning, hardware upgrades, and resource optimization as required. Configure CPU, memory, and disk partitions as required.
Escalating critical issues to the head office

Ken Yoma

Work experience

Team Lead System Administrator and Quality Analyst at Nurture World Solutions Limited

January, 2008 - December, 2010
Fulltime

LAN and WAN infrastructure setup, monitoring, maintenance and support.
Website development, maintenance and support
Computer/server support maintenance, diagnosis & rectification of Operating systems
Cisco and multitech router administration and maintenance among others.
Working with the management in ensuring continuous quality service from our production team to maintain a good record with our customers.