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Joel Eric

@joeleric

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I deliver customer service solutions end-to-end, improving processes with Agile and Waterfall discipline.

Kenya

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What I'm looking for

I’m looking to lead delivery and continuous improvement—partnering with stakeholders, managing scope/timelines/budgets and SLAs, and driving successful go-lives through Agile or Waterfall practices in customer-focused teams.

I’m a service delivery professional focused on end-to-end customer service solutions—from requirements gathering through deployment. I translate business needs into actionable project plans, manage scope, timelines, budgets, and resources, and coordinate cross-functional teams to support smooth implementation and go-live readiness.

From Mar 2019 to June 2025, I advanced into business operations delivery where I led cross-functional projects and strengthened operational performance. I streamlined processes by developing standard operating procedures, handled procurement and vendor engagements to optimize contracts, and drove change management to improve efficiency, accuracy, and organizational outcomes.

Earlier, as an IT Projects & Systems Administrator, I partnered across departments to ensure systems supported business goals and process improvements. I implemented and supported IT infrastructure projects, administered core systems (servers, directories, firewalls, and backups), and led IT asset management and lifecycle planning to improve stability, security, and continuity of operations.

I also bring a strong technical foundation from my time as a Database Administrator and Support Engineer, having worked with SQL Server, Oracle, and MySQL while tuning performance and ensuring high availability. My database work improved query response times by up to 40% and maintained 99.9% data availability, while training and support reduced ticket volumes by 15%; today, I combine this depth with delivery and stakeholder leadership, including my PMP certification (Jan 2025).

Experience

Work history, roles, and key accomplishments

Current

Service Delivery Officer

Current

Smart Applications International Ltd

Jul 2025 - Present (11 months)

Led end-to-end delivery of customer service solutions, from requirements gathering to deployment and go-live readiness. Managed scope, timelines, budgets, resources, and SLA/stakeholder communications while supporting UAT, performance monitoring, and user training.

Project Delivery Requirements Gathering Stakeholder Management SLA Management UAT And Go Live Deployment Budgeting User Training

Business Operations Officer

Smart Applications International Ltd

Mar 2019 - Jun 2025 (6 years 3 months)

Led cross-functional projects from planning through execution, ensuring delivery within scope, timelines, and quality standards. Streamlined operations by developing SOPs, managing procurement and vendors, and driving change management and system enhancements to improve process efficiency and performance.

Project Planning Cross functional Leadership SOP Development Vendor Management Change Management Resource Planning Logistics Coordination Operational Excellence

IT Projects & Systems Administrator

Gertrude’s Children’s Hospital

Jun 2016 - Feb 2019 (2 years 8 months)

Implemented and supported IT infrastructure projects to improve service availability, delivering within scope, timelines, and quality standards. Administered core systems (servers, directories, firewalls, and backups) and coordinated deployments, user support, and change management to strengthen productivity and continuity of operations.

Infrastructure Management server management Directory Services Firewall Administration Backup And Recovery Software Deployment User Support Change Management IT Asset Management

Database Administrator

Smart Applications International Ltd

Feb 2013 - May 2015 (2 years 3 months)

Installed, configured, and maintained SQL Server, Oracle, and MySQL to support business-critical applications with 99.9% data availability. Improved query performance by up to 40% through tuning, managed backup and recovery with 100% disaster recovery compliance, and supported delivery of 90%+ IT initiatives.

SQL Server Administration Oracle Database Administration MySQL Administration SQL Tuning Backup And Recovery Query Optimization

Support Engineer

New Age Information Systems

Nov 2010 - Jan 2013 (2 years 2 months)

Provided advanced technical support to resolve complex software and network issues across desktops, laptops, printers, and mobile devices. Collaborated with product teams to support user training content, reducing change-related escalations and improving end-user issue resolution.