Open to opportunities

Dennis Wakaba

@denniswakaba

IT service professional specializing in ITIL helpdesk, core banking (Flexcube), and end-user support to keep services reliable.

Kenya

Message

What I'm looking for

I’m looking for an ICT support role where I can run ITIL-aligned service desk operations, troubleshoot banking and business systems, and train end users—while partnering with teams on SLAs, incident governance, and continuous improvement.

I’m an ICT support professional with hands-on experience delivering first-line technical support, incident resolution, and service desk operations in high-availability banking and business environments. I’m currently embedded as an IT HelpDesk Support Specialist (via XRX Technologies), logging, tracking, and resolving IT service requests and incidents through ManageEngine ServiceDesk Plus in line with ITIL best practices.

At SBM Bank, I serve as the primary IT service liaison across departments and the first escalation point for platform and application incidents. I administer ServiceDesk Plus end-to-end, monitor and support ATM availability using ESQ and VYnamic ATM management platforms, troubleshoot branch/head-office connectivity and peripherals, and support Core Banking System operations (Flexcube 14.8) including access and day-to-day transactional issues.

I’ve strengthened service quality through governance and continuous improvement—configuring a knowledge base that improved ticket routing accuracy by 80% and supporting a consistent 70% first-contact resolution rate. I also manage Citrix environment administration, execute system parameterization via change management on ManageEngine SDP, administer Way4 card management, and coordinate external card-related issues through the i-Support NI portal.

Before banking, I supported websites and applications at Techmetris Web Designs and served as primary helpdesk contact and systems administrator at Dovey Pharmaceuticals, including Pharmacore pharmacy management system uptime and staff training. I also built foundational ICT support skills as an IT Support Intern at the Ministry of Information, Communications & The Digital Economy, where I supported users and maintained the Kenya News Agency (KNA) website.

Experience

Work history, roles, and key accomplishments

Current

IT Service Manager

Current

SBM Bank (via XRX Technologies)

Jun 2025 - Present (1 year 1 month)

Serves as a vendor-embedded IT service liaison for SBM Bank head office and branches, handling first-line support, escalation, and SLA-based resolution of ICT service requests and incidents. Administers ServiceDesk Plus, supports Flexcube core banking operations, manages Citrix, Way4, ATM availability monitoring, and supports change governance and end-user training.

First line IT support Incident Management SLA Management Escalation Management Change Management Knowledge Base Management Citrix Administration Way4 Card Management I Support NI Portal ATM Monitoring (ESQ VYnamic)User Training

IT and Web Support

Techmetris Web Designs

Oct 2024 - Apr 2025 (6 months)

Provided ongoing first-line technical support and maintenance for client websites and applications, resolving support tickets to minimize downtime. Supported live websites post-launch with monitoring and troubleshooting, and used SQL and API integration testing to validate and resolve issues affecting performance.

SQL API Testing

HelpDesk Assistant

Dovey Pharmaceuticals

Mar 2024 - Sep 2024 (6 months)

Served as primary IT helpdesk contact, managing incident lifecycle and supporting core business application uptime. Administered the Pharmacore pharmacy management system, produced IT performance reports, monitored system performance, trained staff, and escalated unresolved issues to vendors and senior IT staff.

Help Desk Support Incident Management Pharmacore Pharmacy Management System Support performance reporting Staff Training Vendor Escalation Third Party Support Coordination

IT Support Intern

Ministry of Information, Communications & Digital Economy

Mar 2023 - Aug 2023 (5 months)

Provided first-line helpdesk support to ministry staff, diagnosing and resolving software issues to minimize downtime. Assisted with Kenya News Agency (KNA) website maintenance, system backups and OS/user application setup, documentation of IT procedures and incident reports, and staff training on IT operations and digital tools.

Help Desk Support Website Maintenance (Content Audits Backup Digitization Support

IT Assistant (Trainee)

Dovey Pharmaceuticals

Jan 2020 - Nov 2020 (10 months)

Supported day-to-day ICT operations under supervision, including maintaining the Pharmacore pharmacy management system to ensure uptime and accurate data management. Helped automate daily reporting using standardized templates and gained foundational skills in systems support and troubleshooting.

Pharmacore Pharmacy Management System Support Uptime And Data Management Support Systems support Troubleshooting