Monica Gaturu
@monicagaturu
I am a Senior Application Support Specialist optimizing enterprise software and IT services.
KenyaWhat I'm looking for
I am a Senior Application Support Specialist with over 15 years' experience in enterprise software solutions, IT operations, and system optimization. I specialize in troubleshooting Informix-based ERP modules, incident and problem management, and implementing ITIL-aligned service improvements.
I have led ICT initiatives including USSD rollout, biometric connectivity, EFT and Agency Model deployments, and develop ISO-compliant SOPs and technical documentation. I prioritize automation, AI-driven solutions and cross-functional collaboration to reduce downtime and improve operational efficiency.
Experience
Work history, roles, and key accomplishments
NFSenior Application Support Specialist
National Hospital Insurance Fund
Mar 2019 - Present (6 years 5 months)
Provide onsite and virtual technical support for Informix-based ERP modules across departments; developed ISO-compliant SOPs and optimized IT service management using ITIL to improve service delivery and system performance. Led ICT efforts for the NHIF USSD rollout and served on the technical committee for revised benefits implementation.
NFInformation Systems Analyst
National Hospital Insurance Fund
Jan 2014 - Mar 2019 (5 years 2 months)
Upgraded and maintained ERP modules and liaised with operations to design software solutions for donor-funded projects; led the Agency Model rollout enabling external agency registrations (e.g., Equity Bank) and supported biometric connectivity and eHMIS training at accredited providers.
NFSystem Analyst II & Help Desk Support
National Hospital Insurance Fund
Jan 2011 - Dec 2013 (2 years 11 months)
Managed system access rights and developed Informix system modules, trained end-users on functionality and updates, and served as ICT lead for the development and deployment of NHIF's EFT system to enable electronic payments.
Email Administration & Technical Support
National Hospital Insurance Fund
Oct 2006 - Dec 2010 (4 years 2 months)
Administered internal email accounts and access management, configured and maintained email servers with anti-spam and antivirus solutions, and led installation and deployment of MailMarshal protection software to secure communications.
Education
Degrees, certifications, and relevant coursework
SUStrathmore University
Master of Science, Information Systems and Technology
2007 - 2010
Master of Science in Information Systems and Technology completed at Strathmore University from 2007 to 2010.
UAUnited States International University - Africa
Bachelor of Science, Information Systems and Technology
2002 - 2004
Bachelor of Science in Information Systems and Technology completed at United States International University - Africa from 2002 to 2004.
SUStrathmore University
Diploma in Information Technology, Information Technology
2001 -
Completed IMIS Diploma in Information Technology at Strathmore University in 2001.
Pangani Girls High School
Kenya Certificate of Secondary Education, Secondary Education
1997 - 2000
Kenya Certificate of Secondary Education from Pangani Girls High School, completed 1997 to 2000.
Availability
Location
KenyaAuthorized to work in
Job categories
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