Kenya

Customer Experience (CX)

Technical Product Management

Development Operations

Business Transformation

Certificate

Bachelor’s Degree

Joshua Chulei

Senior Analyst: Technical Support Analyst

Communication

Collaboration

Critical-thinking

Customer service

Cloud computing

Data visualisation

Salesforce

Zapier

Asana

ChatGPT

CircleCI

GitHub

Jira

Confluence

GitLab

PowerBI

Zendesk

BambooHR

Workday

In this Role, I provide technical support to Internal Staff as well As the Talent Network Members on issues affecting the Internal and In-developed Products/Platforms. 

As a subject matter Expert in how these applications function, I identify bugs in the product performance and function, highlight and escalate to the respective teams working on that product, providing Steps on how to reproduce the bug, and validating the fixes once implemented. I then close the loop by communicating to the affected user on the bug resolution confirming that the blocker has been addressed. 

My Role sits at the intersection of IT, Talent Support and Experience, and Engineering. Resolving Issues affecting the Engineering on the various SAAS applications that we work with, and Acting as an escalation point for Technical Issues by the Talent Support Team.
            

    
    

    
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Ensure that all Andela Engineers and Staff meet the required IT compliance level, with regards MDM provisioning, Endpoint Security, and any VPN requirements when on an engagement with a client. 

Continually improve IT Operations processes, by automating repetitive tasks, and automating frequently asked questions with Auto responses, Automating system alerts to notify relevant stakeholders as a call to action, Orchestrating systems auto provisioning/deprovisioning by utilizing SAML integrations with IdP systems.

Ensuring secure systems access, via SSO integrations, and secure web access via automatic SSL provisioning via Cloudflare for domains and subdomains.
Facilitating New User onboardings, providing IT guidelines to new staff, sharing important and current policies in place.

IT Assessments for security, privacy, scalability and best fit for new tools and systems and deploy of the same and carrying out any needed integrations with existing systems already in place.

Cloud Ops: Ensuring only authenticated users can access our cloud resources and projects, building and deploying cloud based services to solve a need, Billing management for Cloud projects ensuring quotas and limit alerts are in place, regular vulnerability assessments of these cloud assets and their consequent remediation.
            

    
    

    
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Workflow Automations - Onboarding/Offboarding, File security, systems security.
Multi-regional IT Operations administration of physical IT Assests.
Regular IT Assets Audit.
SAAS Applications Administration and Management.
Cloud Infrastructure Management (GCP, AWS, Private Cloud): Cloud Ops, Systems deployment, Projects Billing monitoring, User Access administration, vulnerability management etc.
User Support : Zendesk Tickecketing to ensure SLA's and user satisfaction are met.
Email And Domain Administration.
Enterprise security solution deployment and administration.
Enterprise Device Fleet administration and management through MDM Solutions.
Cloud VPN provisioning and management.
            

    
    

    
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Systems Engineering and Administration. 
IT Assets Administration. Work tools Macbooks issuance, maintenance programs, repair programs, MDM administration, 
User Support.
ICT equipment administration.
Meeting Rooms Optimization.
Infrastructure Automation. 
IT processes Improvement.
Applications deployment and administration to cloud solutions. (GCP and AWS instances)
Domain management and Administration for all of Andela's products (sites and applications)     
Cloud Computing Solutions.
            

    
    

    
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DevOps, Linux Systems Administration (Servers), Windows system Administration (Users) , Network Administration, Database Administration, User Support.

Ops lead, CI / CD compliance, Vagrant setup and maintanance, AWS EC2 server setup and administration and Container orchestration methodologies.

CSP/PRSP SDP and SMPP SMSC Gateway Administration and management. 

-Daily Administration and management of all our Network equipment;Firewall Gateway, switches, hubs, routers, IDUs and ODUs. 
-Manage LAN, WLAN, and Proxy Server as well as ensure "always up" Premise Networked CCTV.
-Daily administration of Linux Production servers running web based Applications, Business Inteligence (BI) systems, and mobile(Android) multi-tier In-house-developed Client-Server architecture applications developed primarily using Java, Google APIs, XML, AJAX, JSON, JavaScript, MySQL, and PHP. 
-Support Developers' Team with troubleshooting backend applications and resolution of any Server application errors that may arise affecting functionality of the web and mobile client applications.
-MySQL Database Administration of the servers setup, user rights and server security management.  
-Ensuring SLA's are met with regards to service uptime and consistency.
-Responsible for the management, maintenance, and architecture of the companies’ data storage systems (NAS and backup drives) and protection of the same.
-Proactively identify, analyze, and resolve network and system problems, performance issues, and computer resource allocation.
-Maintain as necessary project plans and documentation of all system builds and modifications.
-Maintain a good working knowledge of the current industry standard operating systems and major applications – Linux and Microsoft.
-Responsible for managing the companies’ backup environment. To include the creation of backup jobs, deployment of backup clients, media rotation, and restores.
-Domain Management, Email and Website Administration.
            

    
    

    
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Network Administration, Network Troubleshooting, System administration,   Hardware and Software Installations and Upgrades, Computer setup and maintanance, Network security, User support and management, Linux Server Administration, Web Application server Administration (Apache Tomcat, Xampp, GlassFish), Database querying and manipulation, Remote procedure calling (RPC), Cisco and D-Link routers and switches setup and management, Email setup and backup procedures, VPN setup and management.

 PRSP(Premium Rate Service Provider) technical management and administration.
            

    
    

    
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UNDP Somalia Intern, ICT Support.
Windows Server Administration, Microsoft Exchange, Remote computer nodes management, Enterprise Centralized Antivirus Management, Hardware and Software repair and Upgrades, VOIP system admin, Video conferecing setup, Email set up and management.

Joshua Chulei🇰🇪