Hi, I’m
Ann W Waithira
Cambridge,GB
Summary
Applications Support specialist with proven ability to analyze, diagnose and resolve systems issues in customer-focused environments. Thrives in fast-paced environments with shifting priorities, excels at building relationships with people at all levels, and has a strong desire to continuously learn and develop new skills.
Overview
10
years of professional experience
Work History
Southend, Sea City CouncilSouthend-on-Sea, SOS
Application Support Specialist
07.2022 - Current
Job overview
- Supported software updates and rollouts with thorough testing, minimizing operational disruption.
- Troubleshot malfunctions with clear logic to resolve issues with speed and precision.
- Ran training sessions to educate staff on new software and systems for improved understanding.
- Tested software to assess and verify capabilities in line with business requirements.
- Analyzed systems performance to enable continuous process improvements.
- Minimized system downtime through regular maintenance and servicing.
- Communicated application status requests to customers, advising on completion timeframes.
- Used in-depth Microsoft applications knowledge to enable smooth rollouts.
- Coordinated communications between staff and technical teams to maintain smooth operations.
- Led end-user testing and documentation for reduced issues during development and rollout.
- Evaluated internal applications to spot function weaknesses and provide corrective actions.
Cambridgeshire County CouncilCambridge, CAM
Business Systems Support Analyst
02.2022 - 07.2022
Job overview
- Provided quick, reliable 1st and 2nd line support for timely ticket resolution.
- Studied and documented workflows to recommend process improvements.
- Performed root cause analysis to identify issues and limit reoccurrence.
- Created intranet documentation to support staff training, improving technical abilities.
- Understood complex business processes and corresponding data flows for improved systems support.
- Responded to ticket requests quickly and helpfully to deliver excellent customer service.
- Investigated helpdesk enquiries providing support and correct action plans for prompt ticket resolution.
- Completed investigations to check on reported errors, reproduce problems and trace faults.
Cambridgeshire County CouncilCambridge
Business Systems Support Officer
05.2018 - 02.2022
Job overview
- Delivered reliable, high quality first-line support to average of 15 users daily within agreed Service Line Agreement (SLA).
- Tracked system performance to identify root causes of issues.
- Diagnosed and solved issues for customers against SLAs, maintaining high satisfaction rate.
- Provided remote support for system functionality, maintenance and troubleshooting.
- Developed, updated and improved knowledge-sharing processes to improve end-user experience.
- Collaborated with team members in virtual environments to optimize experience and development capabilities.
- Identified skills and performance gaps to provide resources and additional training.
- Utilized ticketing system to track timeline and resolution of problems.
- Facilitated high-quality service desk operations, applying best practice methods aligning with ITIL framework.
- Provided customer feedback to internal teams to improve products and services.
Cambridgeshire County CouncilCambridge
Service Analyst
01.2020 - 08.2021
Job overview
- Liaised with management to gather and assess operational information.
- Partnered with users to understand and define system requirements.
- Executed feasibility studies to inform development of existing and proposed projects.
- Modified current systems to enhance workflows and meet new needs.
- Tracked and communicated CAB status, timelines and action items from feasibility to implementation.
- Designed communication and training plans to deliver smooth implementation of change.
- Facilitated system expansion, modification and updates.
Miliki Savings and Credit Society
Systems Administrator
01.2014 - 01.2018
Job overview
- Completed reports detailing performance, costs and downtime issues.
- Requisitioned hardware and software to meet changing organizational needs.
- Enforced account management policies to prevent password leaks and reuse.
- Stored application and system logs for troubleshooting and audit purposes.
- Led server maintenance activities for company systems to keep critical functions operational.
- Collaborated with helpdesk teams in diagnosing and resolving issues.
- Implemented backup and disaster recovery processes for protecting company data.
- Followed established SLAs, maintaining high IT quality-of-service levels.
- Monitored and intercepted electronic data transfers, preventing data theft and malware spread.
Education
Maseno University, School of Computing, Kenya
Bachelor of Science from ICT - Information and Communication Technology Management
12.2013
IAT (Institute of Advanced Technology, Nairobi
Diploma from ICT - Information and Communication Technology Management
12.2011
Skills
- Unit 4 ERP expert
- End-user training
- Root cause analysis
- Application support
- Customer service expert
- Troubleshooting proficiency
- Exceptional Organizational
Languages
English
Fluent
Timeline
Application Support Specialist
Southend, Sea City Council
07.2022 - Current
Business Systems Support Analyst
Cambridgeshire County Council
02.2022 - 07.2022
Service Analyst
Cambridgeshire County Council
01.2020 - 08.2021
Business Systems Support Officer
Cambridgeshire County Council
05.2018 - 02.2022
Systems Administrator
Miliki Savings and Credit Society
01.2014 - 01.2018
Maseno University, School of Computing
Bachelor of Science from ICT - Information and Communication Technology Management
IAT (Institute of Advanced Technology
Diploma from ICT - Information and Communication Technology Management
Interests
Reading
Exercising
Mentoring and Coaching
Engaging in service-oriented projects.
Hobbies
- Reading
- Exercising
- Mentoring and Coaching
- Engaging in service-oriented projects.
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