Felix Kioko

I am a hardworking, quality-oriented, process- and goal-driven professional with a track record of service delivery. I've been working in technology field for over 3 years and have extensive experience in IT Service Delivery, IT Support, Cloud Services, and Database Administration. Over the years, I have demonstrated problem-solving, organizational skills , communication, and critical thinking abilities in all aspects of my roles.

Sr. IT Service Delivery Analyst - CloudFactory Limited

Roles

• Responsible and accountable for tracking Level-2 escalated incidents and requests from initial identification to resolution, ensuring that all agreed-upon SLAs are met.  
• Providing comprehensive IT support for all technical requests and serving as the next escalation point ( Both Remote & On Premise Support). 
• Leading the administration of processes and procedures related to incident identification, prioritization, and resolution, as well as monitoring, tracking, and coordination of various IT Service Delivery functions. 
• Management and procurement of IT assets Collaborate with all global IT functions to design and build up-to-date documentation and solutions. 
• Ensuring that ITIl best practices and process are followed. 
• Providing Hardware, Software and Network support to all Users. 
• Building software automations to improve day-to-day operations and reduce manual tasks.

Database Administrator/ IT Support - The Banda School

Roles

• Modified existing databases to meet unique needs and the Company's goals
• Set up and controlled user profiles and access levels for each database segment to protect important data.
• Updated and organized MySQL databases to handle the organization's data
• Explained technical information in clear terms to non- technical individuals to promote better understanding

Jomo Kenyatta University of Agriculture & Technology (2015 -2018)

• Bsc of Information Technology - Second Class Honors (Upper Division)