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• Oversaw the receipt, processing, and resolution of Information and Communications Technology (ICT) incident reports and service requests, maintaining 24/7 operational support across the enterprise.
• Delivered round-the-clock, frontline technical support for all enterprise hardware, networks, and communication platforms.
• Expedited the troubleshooting and resolution of cross-functional IT issues to protect service continuity.
• Administered proactive monitoring and maintenance protocols across the IT infrastructure to sustain a 99.99% uptime SLA
• Supported and maintained compliance critical financial systems, including card payment terminals and ensuring uninterrupted regulatory data flow and system uptime.
• Logged, tracked, and resolved incidents and service requests via ServiceNow, ensuring accurate categorization, prioritization, and SLA-compliant closure across a 24/7 enterprise environment
• I supported IT upgrades and technology deployments, helping ensure smooth migrations with minimal operational disruption.
• Received, authenticated, logged, categorized, and prioritised incidents and service requests within the IT Service Management (ITSM) ticketing system, taking full ownership through to closure.
• Qualified incidents against SLA coverage and validated service requests against the Service Catalogue prior to ticket assignment, ensuring accurate routing and accountability.
• Provided first-level IT support to end users, resolving assigned tickets within working shifts and driving First Call Resolution to minimize user downtime
• Strengthened user access governance by implementing disciplined account administration and supporting secure onboarding and offboarding processes aligned with internal control policies.

Reconciliations of Interchange Gls [visa, MasterCard, Amex, Cup, Jcb] both Equity Kenya
and Equity Tanzania. Reconciliation of our Merchant Payable Gls both Equity Bank Kenya
and Equity Bank Tanzania (On Us transactions). Managing Issuing and Acquiring
Chargebacks via Visa online, MasterCard connect and way4 systems.
Reconciliation of Bank Cards Suspense GLS such as Mastercard and Visa (Not on Us
transactions). Reconciliation of Merchant Settlement versus what we received from card
associates. Fraud / risk assessment and management. Reconciliations of inter-country and
inter-company transactions.
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At this post I was also responsible for conducting research and development on new areas
identity/privileged access management and perform knowledge sharing with the
Technology Security team across the Equity Bank network.

I was charged with processing inward and outward cheques, executing standing orders,
processing in-house cheques, processing value-added tax (V.A.T) returns, processing Pay
As You Earn (PAye) returns, and printed images of bounced cheques. Before that, I
worked as an Enquiries/Account Opening Officer, a Cashier, and an ATM Officer in
different roles, respectively.

Led client onboarding from start to finish, guiding new customers through KYC verification,
account creation, and documentation while ensuring full compliance with regulatory
standards. Partnered with compliance, operations, and relationship teams to quickly address
bottlenecks and maintain accurate records. Built trust with clients by simplifying the
onboarding journey and delivering responsive support, which contributed to stronger
relationships and improved efficiency across service processes.
• Marketing all Equity Bank accounts to potential customers
Opening and guiding customers through the process of opening of all types of accounts
Advising customers pertaining to the various services offered at Equity Bank that could
potentially suite their needs
• Activation of dormant accounts for previous and existent Equity Bank customers.