Lydia Mahindu |
Location: Nairobi
Telephone: -
Email:-Professional Synopsis
A trained ICT professional with over 10 years of progressive industry experience in ICT in different roles; So ware
Applica on support Engineer, Quality Assurance Engineer, IT System Administration and Help-desk support. I am
known as an innova ve thinker with repeated success direc ng IT projects from incep on to execution while
strategically alloca ng resources and delega ng tasks to achieve on-time and on-budget delivery.
Personal Attributes
A city dweller who loves to travel, partake in in outdoor ac vi es, and new adventures along the way. I have
experience working in several industrial sectors ranging from forensics, service, agricultural, automobile,
avia on, electricity genera on. I have found out that nothing sa sfies me more than solving problems, mee ng
new people and contribu ng to overall growth of a business.
Skills and Competencies
Technical and Analy cal Skills;
Applica on Systems: Office 365, Sharepoint,
Adobe Suite, Microso Office Suites, Jira,
Youtrack,
Opera ng Systems Windows 10, Microso
Exchange 2003, 2007, Windows Server
2008/2012, Linux, Ubuntu
Networking: LAN/WAN Technology, TCP View
packet analysis, Mail server, Microsoft Active
Directory, DNS, DHCP, Routing and Remote
Access.
Servers & Hardware: HP Blade servers Bl20p,
Dell power edge servers, Projectors, Printers
Phones: Samsung, iPhone etc.
Security: Virus Protec on, Monitoring, Back
up management, Disaster recovery
Applica on Support Skills
Ensuring new Applica on
users/customers have a smooth on
boarding process
Providing so ware applica on support
under the supervision of the Project
Managers, Business Systems Manager or
Developers as necessary.
So ware Quality Assurance
Create/ design Test scenarios and Test
cases via Testlodge,Jira
Analyze, review and assess so ware
requirements, specifica ons.
Track overall applica on produc vity
Perform Sanity, System Tes ng and
Regression Tes ng.
Customer Support Skills;
Able to analyze impact of incident and
communicate it to affected user areas and
minimize it
Incident Management: Ticketing and
resolution of trouble tickets
Excellent communica on and diagnos c skills;
consistently solve problems and rarely
escalate issues.
Handling large volume chats
Interpersonal and communica on skills
Able to co-ordinate with the Technical
Support Team and Vendor to resolve the
problem.
Great customer and client rela onships.
Career Graph
Applica on Support/Quality Assurance Engineer July 2018 to Present
Detego Digital Forensics(U.K) - Nairobi, Kenya
Ensures that applica on solu ons quality is assured before launch to the market
Applica on Support Responsibili es:
Ensuring new applica on users have a smooth on boarding process.
Respond to end-users inquiries from mul ple sources (email, chat, phone) to deliver
outstanding customer support.
Liaising with other second line opera ons groups and development to solve incidents
Build and maintain ownership of knowledge base for commonly encountered issues within
applica ons.
Oversee the development, implementa on, and enforcement of workflows to streamline
applica on support.
Author and oversee all technical documenta on necessary to facilitate usage and adop on of
applica ons, including user and admin guides; rou nely review documenta on to ensure
accuracy
Escalate L3 support requests to Project Managers, Business Systems Managers or Developers
as necessary; track issue through to comple on
Logging incidents and their status in Customer rela onship management tool logs, reports,
and SQL queries and track status
Plan and host ad-hoc webinars, tel-conferences, and/or in-person mee ngs to be er train
and support applica on users
Quality Assurance Responsibili es:
Se ng up test environment, create/ design Test scenarios and Test cases using Testlodge, Jira
Iden fy, isolate, and track bugs throughout tes ng.
Analyze, review and assess so ware requirements, specifica ons.
Perform Sanity, System Tes ng and Regression Tes ng.
Track overall applica on produc vity i.e. bugs arising and resolu on quality using Youtrack,Jira
Review user interfaces for consistency and func onality.
Run reports on iden fied defects and tracking them to closure.
Analyzing forensic ar facts, conduc ng meline analysis, and crea ng inves ga ve reports with the
relevant findings.
Implementa on, configura on, deployment and support of digital forensics tools; including and not
limited to client compu ng devices and servers.
Por olio Clients: United States Special Opera ons Command(SOCOM), Kent Police(UK), KDF(Kenya
Defence Forces), Family Bank, Equity Bank, KCB Bank.
ICT Administrator/ Desktop Support Engineer, March 2014-July 2018
Horizons Group Limited – Nairobi, Kenya
Promote op mal performance, reliability, and security across core business systems.
Role;
Managing and implemen ng ICT projects for various office branches (Kenya, Ghana, Nigeria)
Addressing user ckets regarding both hardware and networking issues.
Applica ons Support: Oversee and follow up on so ware related issues from employees.
Test alterna ve pathways un l an issue is resolved.
Manage the LAN and WAN.
Direct unresolved issues to the next level of support personnel
Ask targeted ques ons to diagnose problems.
Conduct remote troubleshoo ng.
Follow up with clients to ensure their systems are func onal
Report customer feedback and poten al product requests
Help create technical documenta on and manuals.
Por olio Clients: Avaya, Booking.com, Jasco East Africa, Suntory, Geberit
ICT Assistant, August 2012-February 2014
Cooper K-Brands Limited -Nairobi, Kenya
Provide technical support and assistance for users and ensure all servers and ERPs are working at op mal levels.
Role;
Managing and implemen ng ERP and Supply chain automa on systems
Support of enterprise servers running PABX, MS Exchange, Active Directory and ERP systems
Monitoring, performing Health Checks, installing patches and upgrading hardware on the production
servers
Network management and monitoring using tools (Solaris, Cacti)
Working on Virtual Infrastructure, vSphere Client and set ng up ESX in the virtual environment.
Troubleshoo ng and maintaining ICT hardware material and software content;
Providing ICT user training and support to the staff;
Management and administra on of IBM data storage systems.
Implementa on and support to field sales automation system.
Providing technical advisory on the ICT Equipment purchases.
Scheduling and management of data backup.
Por olio Assignment: www.coopers.co.ke
IT Helpdesk support/Digital marketing specialist, April 2011-June 2012
Car Africa Ltd.
Studious e-commerce specialist responsible for implemen ng online marke ng strategies and driving sales for an
auto mobile company through web content development, social media marke ng, driving conversations and posi ve,
consistent brand imaging. By providing an e-commerce platform to car dealers and customers.
Role;
Conduc ng research and developing content for the website;
Management of a campaign team featuring programmers, graphic designers and copy writers.
Managing traffic and website penetrations such as SEOs and SMM platforms;
Uploading content and providing editorials for the website;
Facilita ng hardware and so ware maintenance and installa ons for our team members
Por olio Assignment: www.chaguagari.com
Data Entry Clerk, March 2010-February 2011
Digital Scape Company East Africa Ltd -Nairobi, Kenya
Role;
Digi zing Court data and files in accordance to the Judiciary procedures;
Providing data entries and preparing filing reports for review;
Managing data valida on system applica on and maintaining the Judiciary confiden ality.
Por olio Client: Milimani Law Courts, the Judiciary.
ICT Help Desk Support, November 2007-July 2009
Kenya Civil Aviation Authority -Nairobi, Kenya
Technical assistance to users through diagnostic tests and remote access to their computers.
Role;
Providing technical support and user training on system usage;
Network management and monitoring using tools (Solaris, Cacti, Fenix)
Installing operation system and configuring networking system;
Maintaining Data in an offshore environment as a part of a Disaster Recovery Plan
Proficient knowledge in Remote Desktop Management
Providing troubleshoo ng support and hardware maintenance;
Providing ICT asset purchase planning support and recommenda ons.
Por olio Client: www.kcaa.or.ke
Significant Work Experience
Data Entry Clerk, Image Registrars, April 2006-January 2007;
IT Technician Representative, Q-Line Technologies, July 2005-January 2006;
IT/Help Desk Support Intern, Kenya Power & Ligh ng Company Ltd, January 2005-April 2005.
Achievements
Increased overall customer reten on and revenue by over 70% by ensuring user issues are resolved
on first call.
Ensured quarterly releases as lead /tester on assigned modules and reduced customer defects by 80% over
three quarters.
Spearheaded the rewrite of over 60% Detego Analyse regression testcases. And reduced total
regression test case count by over 20%.
Developed effective Technology Frameworks for use at Horizons Group Limited providing a net
cumulative 78% performance efficiency;
Provided successful overall implementa on of Cyberoam System checks that has curbed cases of
unmanaged Internet usage to a rate of 60% and redundancy solutions on the Telephone and
Internet to ensure 100% up me at HGL.
Handled Disaster Recovery Policies and restored SQL Server and other databases quarterly and
performed checks on them at Cooper K-brands and HGL.
Deployed key VMware ESX/ESXi technologies, expertise with HA/DRS, P2V. ESX migrations from 3.01 to
3.5 to Vsphere 4.0.
Deployment of business-cri cal technologies - Vmware SRM (Site Recovery Manager) at Horizons Group
Limited and Cooper K-brands.
Successfully deployed technical resources into a stable system deployment and support of Syspro
ERP System at Cooper K-Brands Limited;
Provided support in developing sustainable data management procedures, archiving, digi za on systems
at Digital Scape Company East Africa Ltd;
Greatly improved high website penetra on and portfolio sales to a high of 79% while at Car Africa
Ltd.
Supported efficiency ope-ra onaliza on of the Microso Dynamics ERP systems at Kenya Civil
Aviation Authority;
Academia
❖ B s c Informa on Technology
❖CCNA
❖ Diploma in Informa on Technology
- KCA University
- New Horizons contact Center
- JKUAT
Referees
1. Paul Elson
Detego Digital Forensics
Quality Assurance Manager
Mobile No: -
Email: paul.elson@mcmsolu ons.co.uk
2. Godian Mabindah Asami
Local Authori es Pension Trust
ICT Officer
Mobile No:-/-
Email:-3. Sharon Maviala
Horizons Group Limited
General Manager
Email: sharon@horizonsoffices.com
Tel:-
Mobile: -
Ongoing-
