Open to opportunities

Racheal AppDeveloper

@rachealappdeveloper

Message

Dedicated ICT Service Desk Analyst with expertise in operational excellence.

Kenya

Message

What I'm looking for

I seek a dynamic team environment that fosters growth and innovation.

I am an experienced ICT Service Desk Analyst currently working at I&M Bank Kenya, where I contribute to operational excellence by ensuring high-quality standards in service delivery. My role involves monitoring system performance using tools like Zabbix and SolarWinds, managing incidents and requests through the Manage Engine system, and providing L1 support to users. I take pride in developing training programs that enhance incident response and troubleshooting skills among team members.

Previously, I served as an FMS Lead Analyst at Airtel Kenya, where I honed my analytical skills by reviewing risk assessments and investigating suspected fraud cases. My proactive approach to workload management and effective communication with stakeholders has enabled me to meet tight deadlines while maintaining high standards of quality. I am passionate about leveraging my technical skills and experience to drive continuous improvement in IT service management.

Experience

Work history, roles, and key accomplishments

Current

ICT Service Desk Analyst

Current

I&M Bank Kenya

Dec 2021 - Present (3 years 7 months)

As an ICT Service Desk Analyst, I monitor system performance using Zabbix and SolarWinds, manage incidents and requests via Manage Engine, and provide L1 support. I collaborate with stakeholders and develop training programs focused on incident response and troubleshooting.

Zabbix Solarwinds Customer Service Incident Management Training Development Stakeholder Management Communication Team Management Reporting

FMS Lead Analyst

Airtel Kenya

Jan 2019 - Dec 2020 (1 year 11 months)

In my role as FMS Lead Analyst, I reviewed cases for fraud risk assessments, analyzed transactional records, and reported findings. I managed workloads proactively and communicated risks to ensure timely completion of tasks.

Fraud Analysis Risk Assessment SQL Data Analysis Reporting Communication Problem Solving Team Collaboration

Full Stack Developer

Realax Hardsoft

Feb 2018 - Jan 2019 (11 months)

As a Full Stack Developer, I researched, designed, and implemented software programs. I wrote efficient code, developed quality assurance procedures, and trained users on new systems.

Software Development Quality Assurance User Training SQL Databases Process Development

Education

Degrees, certifications, and relevant coursework

Udemy Online

Data Science

2023 - 2023

Completed a course in Advanced Statistics in Python, Machine and Deep Learning, enhancing skills in data analysis and machine learning techniques.

ALX Mastercard Foundation

Software Engineering

2023 - 2023

Completed a program in Software Engineering, focusing on practical skills and knowledge necessary for software development.

Technical University of Mombasa

Bachelor of Technology, Information Communication Technology

2012 - 2015

Grade: 2nd Class Upper Division

Studied Information Communication Technology, focusing on the integration of technology in communication systems and the development of software solutions.