Cynthia Mumbua Muinde
Github: https://github.com/cynmumbua
LinkedIn: https://www.linkedin.com/in/cynthia-muinde/
Skills
● Application Monitoring and Troubleshooting
Monitoring Tools: Proficiency in using monitoring tools and platforms like Dynatrace, Zabbix,
ELK or Grafana to track application performance, availability, and health.
Issue Diagnosis: Skills in diagnosing and resolving application issues, including debugging
errors, analyzing logs, and identifying root causes.
● Systems and Infrastructure.
Familiarity with various operating systems, such as Linux/Unix and Windows, including system
administration and command-line operations.
● Database Management.
Database Administration: Intermediate to expert knowledge of relational databases (e.g.,
MySQL, PostgreSQL, Oracle) and NoSQL databases (e.g., MongoDB).
• I have a solid understanding of the manipulation of relational databases like MySQL and
PostgreSQL in the storage of data in an API setup.
SQL Queries: Proficiency in writing and optimizing SQL queries for database interactions and
performance tuning.
● Networking and Security
Networking Basics: Understanding of networking concepts such as DNS, HTTP/HTTPS,
firewalls, and load balancers.
Security Practices: Experience with security best practices, including securing applications,
managing access controls, and implementing SSL/TLS certificates.
● Application Frameworks and Languages
Programming Languages: A good understanding of JavaScript (ES6) and the creation of
RESTful APIs using the NodeJS runtime environment with Express.
• An understanding of test-driven development that allows for the comprehensive test coverage
and thinking through the requirements before writing functional code.
• I have a solid understanding of Object-Oriented Programming which allows for less
development and maintenance costs, allows for code extensibility, and removes code redundancy.
I have applied OOP concepts when working with Java and JavaScript.
• I have a good grasp of front-end development languages like HTML, CSS, Vue.Js in the
creation of visually-appealing web pages.
Application Frameworks: Knowledge of application frameworks and technologies used in the
development and operation of the applications, such as Spring, and Node.js.
● Incident Management
Incident Response: Experience with incident management processes, including escalation
procedures, communication with stakeholders, and post-incident analysis.
Support Ticketing: Familiarity with support ticketing systems for tracking and managing
application issues and requests.
● Documentation and Knowledge Sharing
Technical Documentation: Ability to create and maintain documentation for application
configurations, troubleshooting guides, and standard operating procedures.
Knowledge Sharing: Experience in sharing knowledge with team members and contributing to
knowledge bases or internal wikis.
● Ability to work as team
Ability to work effectively as part of a cross-functional team, including collaborating with
developers, QA engineers, and business analysts to address complex issues and implement
solutions.
● Agile
I understand agile methodology following frameworks like Scrum, which advocates for adaptive
programming within a team. The application of scrum has helped me be more accountable,
improve my team skills, and increase my understanding of the need to work in a team. I have
applied the agile methodology in the brainstorming phase before starting a project, having
standups with the team to evaluate project progress and presenting modular completions to
product owners and effecting feedback given.
PROJECTS
Implementation of FreeMentors API; which is meant to link users to mentors, and allows
users and mentors to manage their sessions.
Project link: https://github.com/cynmumbua/Free-Mentors
The system allows;
• Users to create an account to give them access to mentors in different fields to gain expert
advice from them
• Users can book sessions with given mentors of their choice, manage their sessions, give
reviews of sessions they had, and rate the mentors.
• Mentors to view all created sessions and accept or reject the requested sessions
• Admins to upgrade users to mentors and delete inappropriate session reviews.
The technologies used are;
● NodeJS and Express.
● HTML, CSS and JavaScript.
● Mocha and Chai for test-driven development.
● TravisCI and Coveralls for continuous integration.
● PostgreSQL for database.
Weather app: it is a web application that allows a user to get the weather condition of their
current location using the Dark Sky API.
Project link: https://github.com/cynmumbua/weather_app/tree/ft-api
The application allows:
● Users can view the current weather at their location.
● Users can view the week’s weather conditions. The technologies used are;
● JavaScript, HTML, CSS
PROFESSIONAL EXPERIENCE
Financial Services Engineer - Safaricom PLC (Apr 2022 - To date)
● Regularly monitoring (Grafana, Dynatrace, ELK) the performance and availability of
critical financial applications such as MPESA and other services that integrate with it to
ensure they are operating efficiently and meeting service level agreements (SLAs).
● Implementation and management of payment gateway solutions for C2B, B2C, and B2B
transactions.
● Providing support and managing applications in production environments hosted onTibco,
Spring Boot, Openshift and HCSO.
● Technical expertise and operational support for lending and scoring platforms, including:
Fuliza,Hustler fund, Device finance.
● Promptly identifying and resolving any issues or incidents that arise with the applications,
including troubleshooting technical problems, analyzing logs, and coordinating with
development teams if necessary.
● Managing the entire incident lifecycle, from initial detection to resolution, including
incident prioritization, escalation, and communication with stakeholders.
● Participating in the planning and implementation of changes to the applications, ensuring
that all changes are thoroughly tested and properly documented to minimize the risk of
disruptions to business operations.
● Maintaining comprehensive documentation (Atlassian and internal wikis) for the
supported applications, including installation guides, troubleshooting procedures, and
knowledge base articles to assist both internal teams and end users.
● Collaborating with development teams to optimize the performance of applications,
identify bottlenecks, and implement improvements to enhance scalability and efficiency.
● Ensuring that the applications adhere to all relevant security standards and regulations,
including implementing necessary security patches and updates to protect sensitive
financial data.
● Providing technical support and assistance to end users, including responding to inquiries,
troubleshooting issues, and offering guidance on how to use the applications effectively.
● Proactively identifying opportunities for process improvements and automation(UIPath)
to streamline support tasks and enhance overall system reliability.
● Being available for on-call support during off-hours or weekends to address any critical
issues that may arise outside of regular business hours and minimize downtime for the
organization.
Technical Support – Influx (August 2021 – Apr 2022)
● Providing technical support to customers using different WordPress themes, plugins, and
Whatsapp API products.
● Respond to customer technical queries in a timely and accurate manner, email using
Zendesk/Ticksy/Help Scout or chat.
● Tracking and logging support tickets to the correct groups.
● Escalation of tickets from support level 1 to support level 2, and further escalation of any
unresolved tickets to the product developer.
● Identify customer needs and help customers use specific features of WordPress themes
and plugins.
● Analyze and report product malfunctions (for example, by testing different scenarios or
impersonating users)
● Update our internal databases with information about technical issues and useful
discussions with customers.
● Monitor customer complaints on social media and reach out to provide technical
assistance.
● Share feature requests and effective workarounds with team members.
● Inform customers about new features and functionalities.
● Follow up with customers to ensure their technical issues are resolved.
● Gather customer feedback and share it with our Product, Sales, and Marketing teams.
● Work in shifts to ensure that all tickets raised are responded to in good time.
● Assist in training junior Customer Support Representatives.
Customer Support – Chatdesk (December 2020 – To date Part-Time)
● Providing customer support to customers of different companies includes but is not
limited to product knowledge, pricing, and general information about the company.
Proofreading through responses sent out by experts and sending feedback to the experts.
● Meeting customer expectations and providing customers with satisfactory experiences.
● Respond to customer queries in a timely and accurate way, via chat on social media
platforms using the Chatdesk CRM.
● Identify customer needs and help customers use specific features.
● Update our internal databases with information about recurrent issues and useful
discussions with customers.
● Monitor customer complaints on social media and reach out to provide assistance.
● Gather customer feedback and share it with our Product, Sales, and Marketing teams.
● Assist in training junior Customer Support Representatives.
IT Support – Modern Coast (May 2019 – November 2019)
● Providing IT-related support and based on a review of IT status, needs, and management
in the office, draft information management plans, including automation, digitization, and
telecommunication.
● Coordinate the support for the technical operation of organizational IT applications and
systems including but not limited to modern coast online systems (TMS, email, SAP) and
MS Office, desktop OS, server OS, and mobile/remote users.
● Coordinate the introduction and technical operation of organizational IT systems and
applications
● Installation of new versions of the systems and troubleshooting ad-hoc user problems.
● Management of the office multi-user IT network, as well as data and telecommunication
facilities
● Acquisition planning of specific IT hardware and software, and its introduction into the
office, including its maintenance.
● Organization of IT training and support for IT users.
● Implementation of IT policies, maintenance of network and modern systems, and
implementation of new systems in offices.
● Maintenance of the IT infrastructure systems including wan applications per global and
country standards.
IT Support Intern – PLAN International (August 2018 – April 2019)
● Assisting in providing IT-related support, and based on a review of its status, needs, and
management in the office, draft information management plans, including automation,
digitization, and telecommunication.
● Assisting in coordinating the support for the technical operation of organizational IT
applications and systems including but not limited to PLAN’s online systems (SAP, global
●
●
●
●
●
●
●
HRIS, local HRIS, and ChildData), PLAN’s online services (planet, email(outlook), and
business online) MS Office, desktop OS, server OS, and mobile/remote users.
Assisting in coordinating the introduction and technical operation of the organizational IT
systems and applications.
Assisting in the installation of new versions of the systems and troubleshooting ad-hoc
user problems.
Assisting in the management of the office multi-user network, as well as data and
telecommunication facilities.
Assisting in the acquisition planning of specific IT hardware and software, and its
introduction into the office, including its maintenance.
Assisting in the organization of IT training and support for IT users.
Assisting the implementation of IT policies, maintenance of network and plan’s systems,
and assisting in the implementation of new systems in offices.
Assisting with the maintenance of the IT infrastructure systems including wan
applications per global and country standards.
EDUCATION
Jomo Kenyatta University of Agriculture and Technology (2013 — 2017)
Bachelor’s Degree in Mathematics and Computer Science. Was awarded Second Class Honors
(Lower Division)
Mwaani Girls’ High School -) Secondary School Certificate- Achieved a B+
CERTIFICATE
Certified Meraki Network Operator (November 2018)
Android developer (Aug 2018)
Andela Kigali Bootcamp (2nd-13th September 2019)
REFEREES
Deborah Cherop
MPESA Engineer
Safaricom PLC--
Daniel Mboya
IT Manager
Modern Coast
--
