Faith Nkatha Makeba Kiunga

FAITH NKATHA MAKEBA Nairobi, Kenya ▪ --▪ LinkedIn PROFILE An accomplished Projects Management & IT Service Delivery professional who brings over ten years progressive experience in various industries with distinctive exposure within Telecommunications, System Integrators & Logistics Operations; championing Business Process Controls, Quality Management, System improvements/automation, Change and Performance Management. Strong track record demonstrating capability in supporting key deliverables in operations/change and projects of varying scope and complexity from initiation to implementation; showcasing strong administrative and leadership capabilities in managing/supporting diverse teams while navigating stretching stakeholder expectations with unwavering tenacity and agility. QUALIFICATIONS & SKILLS SUMMARY         Sinapis Entrepreneurs Program | Sinapis Academy, Feb – June 2018 Bachelor of Science, Physics & Applied Mathematics |Jomo Kenyatta University of Agriculture & Technology (JKUAT), 2002 Six Sigma Yellow Belt Certification – Ericsson, 2013 Certified Information Systems Auditor (CISA) |Strathmore University, 2005 Cisco Certified Network Associate (CCNA) part 1|Strathmore University, 2004 Project Analysis & Planning; Business/ Project requirements review; Operations Maturity Review and Improvement – ISO & CMMI; Process & Systems Audit; Warehouse Management & Logistics Planning; TM Forum Certified Business Development Manager, Ericsson, ITIL Implementation experience. Projects Management (Ericsson PROPS-C trainer); Strategy Development, Management and Implementation, Policy Development and Implementations. Analytical and problem-solving skills; Planning; Decision making; Advisory services; Business Acumen; Communication Proficiency; Staff competence development and training. PROFESSIONAL EXPERIENCE & HIGHLIGHTS OF ACHIEVEMENTS Makeba Consulting - Jan 2017 to date Consulting and Entrepreneurial Engagements  Supporting SMEs in establishing best practice Operations, Performance and Project Management practices with the aim of optimizing operational costs.  Key includes being a board member of Zeden Technologies, an ICT Consultancy and Service Provision firm; and Training Techies Right (TTR), a training firm within the ICT space. Seven Seas Technologies Group – Mar 2016 – Aug 2016 Group Service & Support Delivery Manager |Reporting to MD – Healthcare Business Unit Key responsibilities:  Responsible for all Group Service and Support Delivery covering the Healthcare and Infrastructure Business Units.  Established the Service and Support Delivery unit, including hiring and onboarding of a Help Desk team, onboarding existing engineers into the support unit.  Oversaw the development and enforcement of the group Service & Support Delivery Framework; including key policies, processes and procedures, to ensure full ITIL compliance in the Group’s IT Service & Support Delivery Unit.  Supported Bid and Product Management lead. continued… Managed the Service & Support Unit team in fulfilment of all Healthcare initiatives (currently Kenya Ministry of Health GE HC Service Support initiative) and Infrastructure initiatives (Currently serving one bank in Kenya and 3 in Ethiopia).  Championed Improvement Management for the Group Service & Support Delivery Unit; Selected Achievements  6-year budget and Preventive Maintenance Schedule for the Ministry of Health Support initiative locked in with key stakeholders.  Creation and communication of the group Service & Support Delivery Framework; including Support Services policies, processes and procedures.  Ericsson, Region Sub-Saharan Africa (RSSA) – 2007 to 2016 a) Regional Lead; Process Improvement & Quality, Consulting & Systems Integration (CSI) Key responsibilities:  Assignment lead in all Consulting & Systems Integration (CSI) Service Delivery Processes driving process improvement and consistency of delivery across Region sub-Saharan Africa (RSSA) – Interact in tandem with the CSI Domain Heads and driving the Offshoring Delivery Quality. USD 1B Sales portfolio.  Ensured consistent alignment and implementation of the CSI Balanced Scorecard (BSC) including activities to improve or maintain the KPI’s on the BSC.  Responsible for special programs including: Operations Maturity Model Deployment, CSI Methodology establishment. Resource Management for First Time Right and Red Team Reviews programs.  Championed all CSI quality programs – including Red Team Presales Review and Delivery First Time Right (FTR) programs. Selected Achievements  Region sub-Saharan Africa (RSSA) CSI Achieved Operations Maturity Level 2 (CMMI based model) in 2013; received recognition for leading the initiative.  RSSA Consulting & Systems Integration (CSI) Excellence Program established, to fulfil competence buildup and Methodology deployment requirement – Project Manager.  Region Sub-Saharan Africa representative towards global Business Line CSI performance and improvement initiatives. b) Project Management (PM) Process Manager, RSSA PMO  Owned the end-to-end PMO Support and adherence to Ericsson Project Management Methodology across all projects in sub-Saharan Africa Region and ensuring best practice Ericsson Project Management Methodology (PROPS). c) Project Manager, RSSA SAP Branch Office rollout Project, Hub Kenya  Drove the roll-out of SAP R/3 in 7 Branch Offices including Uganda, Tanzania, Rwanda, Congo, D.R Congo, Madagascar and Gabon. Overseeing teams of at least 10 people per branch office in ensuring full implementation of SAP for each country from October 2009 to March 2011. Engaged in running the same for Central African Republic Branch office between September and December 2012. d) Project Planning & Control  Instrumental in the establishment of the Project Management practice in Ericsson, sub Saharan Africa. Supported the Key Account Managers/Country Managers and reporting Project Managers to define, set and apply best practice approaches including methodology, processes, systems, tools and templates. Budget of USD $2k monthly. Key responsibilities • Improvement Projects • Learning and Education • Audit/Assessment - ensuring project office audit/assessment readiness. Huawei Technologies, 2003 – 2007 a) Assistant Project Manager  Monitored various project subcontractor payments to ensure adherence to proper company work requisition and payment procedures.  Planned Microwave Links installation project for Telkom Kenya Limited Rural project, which was to include 5 subcontractor teams installing 120 links nationwide. Subcontractor contract negotiation finalization for scope of works and responsibility matrix for Telkom Kenya transmission project b) Customer Service/Service Parts Specialist, Selected Achievements  Organized the engineering service work log documents for Kenya office thereby assisting the company to recover up to US $20,000 in unpaid dues from previous works done.  Organized the Kenya warehouse operations to proper standards thereby receiving the Huawei Spare Parts Management Global Award in the 3rd quarter of 2005 - an award presented to two people in the whole organization, worldwide, at a time.  Creation of a CRMS report compilation guide for use by Customer Service Centres in the Southern Africa Region; done in April 2005 Customer Service Engineer  Provided remote technical assistance to 7 customer companies and escalating field work tasks to field engineers.  Successfully Managed SLA timelines through follow up to ensure customers’ satisfaction.  TAC engineer operation for the CRM system and preparation of service quality analytical reports from the system. Auditing of project documents against company’s documentations standards.  ERP responsible for Sub-Saharan Africa region for service parts sales, supply and inventory operations which included SO release for the region and local PO creation for inter-company orders and follow up on work done to meet SLA agreements. Spare Parts Management  Spare parts Inventory short and long-term planning, inter-company sourcing and inventory management for the East African Hub Warehouse c) Logistics Coordinator  Developing shipment schedules and organizing shipments. - Liaising with staff for all shipments.  Conducting quality assurance checks on outgoing shipments. - Responsible for all duty, customs sales and tax functions, including certification and verification, drawback, and compliance with governmental agencies.  Coordinating imports and exports. d) Office LAN and Systems Administrator  Network administration and end user IT support.  Kenya Christian Industrial Training Institute Intern, Teaching Assistant; Jan 2002 - April 2002 (4 months)  Teaching assistant in the Computer and Electronics Department. MEMBERSHIP OF PROFESSIONAL BODIES:     PMI® TM Forum Process Excellence Network Axelos - ITIL REFERENCES John K. Tanui CEO, Konza Technopolis Development Authority (KoTDA) Tel: - Email:-Katarina Schyberg M.Sc Strategy execution & program control Formerly Head of PMO, Ericsson Hub East Tel: - Email:-