Vivian Masai

I am a results-driven professional offering a progressive career in information technology by expertly managing technical support operations, diligently troubleshooting issues to identify root cause to prevent recurrence. I am focused on improving business productivity and efficiency by improving existing infrastructures to meet ever changing demands. I have good communication, technical, planning, and organizational skills developed over 9+ years in the field.

Providing a range of application availability reporting to ensure that agreed levels of availability, reliability and maintainability are measured and monitored on an ongoing basis.
Providing holistic support of application availability to Business Users and facilitating delivery of changes to reports needed by the business and ensuring that reports and their dependencies are made available for the business.
Taking actions to achieve reductions in frequency and duration of incidents that impact application availability.
Ensuring shortfalls in application availability are recognized and appropriate corrective actions are identified and progressed.
Acting on agreed appropriate actions with Line Management to maintain or improve application availability levels.
Initiating and coordinating actions required to maintain or improve availability of applications
Maintaining an awareness of technology advancements and best practices that support application availability and monitoring logged incidents in the Portal and ensuring they are scoped for release.
Providing exceptional customer service in person, via phone and email, to establish nature of any system problems customers have encountered.
Logging and processing support calls and Solving user management and password problems.
Developing recommendations for procedures to prevent problems and developing checklists for recurring problems and escalating for resolution.
Investigating, diagnosing, and resolving computer hardware and software faults.
Analyzing customer systems and reporting on performance and functionality.
 

Bachelors degree in Information technology

BSc. Networks and communication systems