Fredrick Y.

Established and lead a centralized enterprise customer support and escalation function, improving service delivery, operational efficiency, and customer experience. Introduced structured SLA-driven helpdesk and incident management system integrated with technical operations and project delivery. Manage customer experience operations by improving response times, escalation handling, communication standards, customer satisfaction, and service visibility for enterprise clients. Oversee enterprise deployment and support for Fibre Optic, VSAT, LAN/WAN, WLAN and internet services across national deployments, including remote and high-security environments. Serve as the lead escalation point for major network incidents, coordinating technical teams to ensure rapid fault isolation, service restoration, and adherence to SLA commitments. Double as NOC Engineer Lead during team rotations and absences, ensuring continuous 24/7 monitoring, incident response, and operational continuity within the Network Operations Center. Support routing, switching, wireless, and fibre infrastructure troubleshooting while guiding field engineers during critical incidents and emergency restorations. Drive customer retention and service improvement initiatives through proactive communication, incident follow-up, root cause analysis, and continuous process enhancement. Collaborate closely with the CTO and internal teams to strengthen operational governance, escalation frameworks, reporting standards, and enterprise support structures. Lead and mentor technical support and NOC teams, improving troubleshooting standards, technical capacity, accountability, and customer engagement practices. Implement cybersecurity and network protection measures including firewall hardening, VLAN segmentation, secure routing, access controls, and incident response procedures. Maintain incident documentation, RCA reports, network records, and operational knowledge bases to support service continuity.

I lead IT consulting engagements, partnering with clients across industries to align technology solutions with business goals, driving long-term growth and competitive advantage. Develop and execute technology roadmaps, guiding clients through digital transformation with strategies for infrastructure upgrades, software deployments, and cloud migrations. Direct large-scale IT projects, managing all phases from consultation and design to deployment, training, and post-implementation support, ensuring timely, on-budget delivery. Optimize client IT infrastructure through scalable, secure, and high-performance systems, including cloud solutions, network systems, and wireless technologies. Lead cybersecurity initiatives, advising clients on network, system, and data security, while implementing firewalls, encryption, and intrusion detection. Design and implement disaster recovery plans and business continuity strategies, ensuring IT resilience during disruptions. Develop IT policies and procedures, ensuring alignment with industry standards and compliance, especially in regulated sectors. Conduct system audits, identifying bottlenecks, security vulnerabilities, and inefficiencies, driving system and operational improvements. Provide executive-level IT strategy advice, aligning technology with business vision and innovation. Lead IT training and knowledge transfer initiatives, empowering client staff to sustain IT operations independently. Monitor and optimize system performance using analytics tools, enhancing operations and client satisfaction. Implement cloud solutions, improving scalability, operational agility, and cost-efficiency. Champion process improvements within the consultancy, streamlining operations, reducing delivery times, and improving client outcomes. Support business development & client management, securing new clients and expanding services.

Delivered comprehensive ICT consultancy and technical support to Gatsby Africa, ensuring seamless operations, infrastructure reliability, and end-user satisfaction across core systems and services. Streamlined IT onboarding by setting up laptops and accounts with standardized configurations, enhancing first-day productivity and reducing support requests. Deployed and maintained AV systems for boardroom meetings, enabling seamless hybrid collaboration for senior leadership and project teams. Ensured availability of mission-critical systems (Athena, PS Financials), minimizing downtime in finance and procurement operations. Managed ICT hardware and software procurement, aligning with organizational policy to ensure scalability and value for money. Oversaw user access control and permissions, improving data security and ensuring compliance with internal IT and HR policies. Led staff training on AV tools and Microsoft 365 applications, boosting adoption and confidence across the organization. Implemented regular PC backups to OneDrive, minimizing data loss risks and supporting disaster recovery efforts. Maintained secure and efficient network infrastructure, including firewall management and proactive monitoring. Ensured software compliance, maintaining licensed and secure applications to minimize legal and cybersecurity risks. Conducted quarterly server room maintenance, reducing hardware failure risks and maintaining infrastructure hygiene. Monitored and maintained VPN connectivity, ensuring remote teams had uninterrupted access to critical systems. Contributed to IT budgeting and planning for program activities, providing technical recommendations and cost estimates. Centralized IT support ticketing, driving data-driven decisions on resource allocation and user support. Strengthened IT security posture with antivirus deployment, firewall configuration, and controlled server room access.

Independent ICT & Telecommunication Consultant seconded to Gatsby Africa Provided ongoing strategic and technical ICT support to Gatsby Africa, ensuring operational continuity and secure, efficient infrastructure management in line with organizational needs. Delivered ongoing ICT consultancy services to Gatsby Africa, advising senior leadership on best practices in IT security, systems maintenance, and infrastructure planning. Carried out scheduled preventative maintenance across all ICT hardware and peripherals, improving system longevity and minimizing downtime across the office. Advised the Head of Operations and Head of ICT on improving the safety, compliance, and resilience of critical IT components, contributing to a stronger tech risk posture. Supported procurement processes by providing expert input on ICT hardware specifications, ensuring cost-effective investments aligned with organizational requirements. Diagnosed and resolved network issues affecting LAN and WLAN connectivity, enhancing productivity through stable, high-performance internet access. Monitored and maintained network uptime, ensuring consistent access to essential systems and communications tools for staff. Provided responsive daily IT helpdesk support, resolving technical issues promptly and improving user experience for staff across all departments. Optimized network infrastructure and reorganized server room, aligning physical and digital systems with Gatsby’s corporate IT standards for better manageability and performance. Installed and configured printer drivers on staff computers, ensuring seamless access to shared printing resources. Actively contributed to operational decision-making, participating in departmental meetings and providing technical insights to support cross-functional goals.

Led the IT function for Gatsby Africa, a non-profit focused on sector transformation in East Africa. Oversaw technology strategy, infrastructure, and cybersecurity across three countries, ensuring IT systems supported program delivery, donor expectations, and long-term sustainability. Managed a geographically distributed IT team across Kenya, Tanzania, and the UK, aligning technology initiatives with Gatsby’s mission and goals. Developed and implemented a cost-efficient IT strategy tailored to the non-profit sector, balancing innovation and restricted budgets. Provided technical leadership for ICT components in donor-funded programs, delivering cost-benefit analyses to optimize resource allocation. Standardized IT policies, procedures, and governance frameworks, enhancing organizational compliance and information security. Managed cloud and physical infrastructure (Microsoft 365, Azure, local networks), ensuring reliable, secure services for field teams and remote collaboration. Streamlined daily IT operations, reducing downtime and improving end-user satisfaction with limited resources. Oversaw the global IT budget, ensuring transparency, cost control, and alignment with organizational priorities. Negotiated vendor contracts and third-party services, ensuring value for money and service reliability. Led cross-border IT projects, including system upgrades, cybersecurity improvements, and digital transformation initiatives. Established data protection, backup, and disaster recovery strategies to ensure business continuity and safeguard organizational knowledge. Served as the lead cybersecurity advisor for East Africa, implementing controls, staff training, and risk mitigation strategies. Promoted responsible technology use, ensuring equitable access to systems and fostering IT-supported development impact.

Supported Gatsby Africa’s mission of sector transformation by leading IT operations across Kenya and Tanzania, ensuring technology enabled impact-driven development. Key Achievements & Contributions: Developed and communicated an IT strategy that aligned with Gatsby’s programmatic goals, enabling effective service delivery across departments. Implemented IT policies and governance frameworks, improving compliance and data accountability region-wide. Coordinated IT support services for East Africa staff, centralizing ticket logging, asset tracking, and reporting for visibility into IT needs and costs. Managed video conferencing systems, ensuring reliable communication between regional and UK-based teams, especially during the shift to hybrid work. Managed secure VPN infrastructure for regional finance teams, improving data availability and security. Established data backup, security protocols, and disaster recovery strategies to ensure resilience and business continuity. Led information security efforts, embedding cybersecurity awareness and ensuring safe technology use in a resource-constrained environment. Optimized on-premises infrastructure, reducing downtime through proactive monitoring and maintenance. Developed and managed the regional ICT budget, ensuring cost-effective procurement and adherence to approved limits. Oversaw ICT procurement and vendor management, securing best value from trusted providers. Built strategic partnerships with service providers, negotiating contracts for infrastructure, internet, and technical support services across the region. Provided ICT input in program budgeting, offering cost estimates and feasibility insights for donor-funded initiatives.

Led the IT function across 8 sites in Kenya, Nigeria, and Ghana, supporting flexible office spaces with secure, high-availability infrastructure to meet diverse client needs. Led and optimized daily IT operations across 8 international sites, ensuring seamless business continuity and reliable client services in a fast-paced environment. Developed and executed an IT strategy and operational plan, aligning with Horizons' business growth, customer satisfaction, and service delivery goals. Modernized telephony infrastructure, maintaining Avaya CM call systems and E1 uplinks for uninterrupted voice communication. Spearheaded video conferencing solutions (Zoom, Logitech, RealPresence), enhancing remote collaboration and board-level meetings. Designed and managed a multi-country VPN/MPLS and Point-to-Point WAN infrastructure for secure, resilient data traffic across Kenya, Nigeria, and Ghana. Streamlined IT policy enforcement, including software licensing compliance and cyber hygiene, ensuring operational efficiency. Administered critical systems (Microsoft Office 365, ManageEngine Service Desk, QuickBooks), improving workflows and operational efficiency. Conducted regular IT audits, risk assessments, and strategic improvements to minimize downtime and service disruptions. Managed the group ICT budget, ensuring cost-effective procurement and adherence to financial limits. Led team growth, hiring, mentoring, and fostering a customer-centric, high-performance culture. Negotiated and managed SLAs with third-party vendors, ensuring high service standards and accountability. Enhanced billing transparency by overseeing Call Accounting Mate software for telephone usage monitoring. Acted as a senior escalation point for complex IT issues, ensuring quality resolutions and stakeholder satisfaction. Supported sales and marketing teams by translating technical capabilities into client value propositions.

As Senior Regional Technical Support Engineer at AccessKenya, I led the expansion and management of network infrastructure in the Western region, overseeing the deployment and maintenance of over five wireless base stations across key locations, including Kisumu, Kakamega, Eldoret, Kitale, and Masai Mara. These base stations were integrated with AccessKenya’s Data Centre in Nairobi, enhancing network reliability for over 300 clients. I was responsible for commissioning, maintaining, and optimizing regional base stations, ensuring high performance and minimal downtime, which directly improved customer satisfaction and service delivery. I also oversaw technical planning and the seamless execution of new infrastructure projects, ensuring they met company standards and deadlines. I provided expert technical support, both remotely and onsite, quickly resolving client challenges to maintain service uptime. I monitored regional backbone links, implemented load balancing, & performed traffic rerouting to ensure consistent network performance. I led training sessions for new and existing staff, equipping them with essential skills for effective network management and technical support, which improved team efficiency and customer service. Additionally, I managed escalated technical cases, ensuring swift resolutions. I played a key role in product deployment for regional projects, ensuring smooth setup, configuration, and troubleshooting of WAN/LAN services, resulting in improved customer experience and retention. I maintained proactive communication with customers, providing timely updates and feedback to foster transparency and trust. I regularly delivered technical reports to management, contributing to data-driven decision-making and strategic planning. Overall, I optimized regional infrastructure to align with AccessKenya’s broader strategic goals, ensuring reliable, seamless connectivity for clients across the Western region.

Managing all technical issues and providing reports for the western region. Commissioning, maintaining, and technical planning for regional base stations Handling escalated cases internal/external within the defined scope and laid down standards processes & procedures. New projects and product management and deployment in the region Conducting assigned training to new and existing employees with regard to technical responsibilities of the department. Providing written/email and voice/phone call and on field technical support and troubleshooting guidance pertaining to Wide Area Network(WAN), Local Area Network(LAN), Internet, mail and managed LAN services queries from customers satisfactorily within the defined scope and laid down standards processes & procedures within the Helpdesk or Onsite. Assisting clients on call and onsite installation, configuration, troubleshooting and resolution of internet/email and connectivity (LAN and WAN (point-to-point)) related issues. Recording and/ or documenting site installation, configuration, troubleshooting and resolution of internet/email and connectivity (LAN and WAN (point-to-point)) related issues. Regional backbone links load-balancing, monitoring & traffic re-route Providing customers with technical advice and appropriate recommendations of issues established.

I provided exceptional technical support, ensuring efficient and professional handling of support calls and consistently meeting service level expectations. I assisted clients remotely and onsite with the installation, configuration, troubleshooting, and resolution of internet, email, and connectivity issues (LAN, WAN, point-to-point), minimizing service disruption and enhancing customer satisfaction. I maintained detailed records of site installations, configurations, troubleshooting steps, and resolutions, which improved knowledge management and sped up issue resolution. By delivering expert advice and tailored solutions, I contributed to better decision-making and improved service reliability. I consistently provided accurate and timely feedback to both existing and prospective customers, improving their understanding of services and driving higher service uptake. I optimized resource utilization, contributing to cost savings and improved service delivery. Maintaining a high level of customer service, I strengthened relationships with both internal and external clients, ensuring satisfaction. I handled escalated cases professionally, resolving complex issues in line with company processes, minimizing customer frustration. Collaborating with the technical support team, I streamlined workflows, resulting in quicker response times and greater efficiency. I provided timely reports to management, highlighting key support metrics, challenges, and areas for improvement, contributing to strategic decision-making. Additionally, I undertook other duties as needed, demonstrating flexibility and a proactive approach to meeting organizational needs.

I successfully mapped circuits on Alvarion Micro Base Stations, optimizing network design and improving client connectivity. I designed and routed client links, managed Border Gateway Protocol (BGP) configurations, and ensured seamless data flow for optimized performance. I led the implementation of a Metro Wi-Fi backbone for Public Data Network Operator Infrastructure, expanding service coverage and providing high-quality internet access to new client segments. Additionally, I installed, configured, and maintained Base Transceiver Stations (BTS) and Client Premises Equipment (CPE), ensuring minimal downtime and high operational reliability. I deployed and maintained backhaul & point-to-point links, which enhanced network reliability & coverage across regions. I also installed, configured, and maintained routers, including broadband routers and Cisco routers, & managed switches to ensure stable and secure network performance. My role included conducting site surveys, recommending optimal wireless base station locations, and enhancing service delivery at client premises. I provided onsite & offsite technical support, troubleshooting & resolving issues promptly to minimize service disruptions. I administered internet user accounts, configured mailboxes, and maintained system performance using advanced management software, proactively identifying and resolving issues. I also configured and managed TCP/IP networks, LANs, and WANs to ensure robust, scalable, & efficient network infrastructures for clients. Additionally, I installed and maintained computer hardware and software systems, improving operational efficiency. I efficiently handled client complaints, providing quick and reliable technical support, which helped drive customer satisfaction and retention. I played a key role in acquiring and retaining major clients by designing custom wireless solutions like meshed systems, point-to-point, & point-to-multi-point, fostering longterm business relationships.

Delivered exceptional technical support to Kenyaweb.com clients, resolving issues promptly and driving a 20% boost in customer satisfaction. Utilized network management software to monitor and maintain network integrity, ensuring optimal uptime and proactively addressing performance bottlenecks. Optimized TCP/IP configurations for web connections and LAN administration, significantly enhancing internal communication speeds. Diagnosed and addressed network faults, implementing preventative measures that cut network downtime by 15%. Monitored IP addresses and security alerts, quickly identifying and mitigating vulnerabilities to strengthen overall network security. Managed user accounts and mailboxes, ensuring secure and seamless access for all users, in line with company policies. Conducted routine audits and checks on IT equipment, ensuring compliance with industry standards and IT security protocols. Gained extensive hands-on experience with both Microsoft and Linux operating systems, enhancing troubleshooting capabilities across diverse platforms. Maintained an organized data center environment, improving hardware accessibility and minimizing operational inefficiencies through effective cabling and labeling. Collaborated with senior engineers on network upgrades and infrastructure improvements, enhancing the scalability and reliability of client networks. Contributed to internal documentation and reporting, ensuring up-to-date and accurate records of network configurations for effective troubleshooting and system management.

Headed and managed the church ICT budget

Assisted in maintaining and troubleshooting telecommunications systems, including PABX, convertible switches, consoles, GPO lines, and repeater stations, ensuring the reliability of communication infrastructure for the station. Supported the installation and upkeep of computer systems, improving system reliability and minimizing downtime across the organization. Played a pivotal role in the setup, alignment, and maintenance of satellite dishes and decoders, enhancing connectivity and ensuring uninterrupted communication for the power station. Assisted with LAN configuration and troubleshooting, optimizing network performance and facilitating more efficient data exchange across departments. Provided prompt Help Desk support to staff, resolving technical issues quickly and boosting user satisfaction while minimizing operational disruptions. Enabled the setup of dial-up connections via modems and supported the implementation of SAP, TMS, and EBS systems, streamlining business operations and improving data management efficiency. Aided in installing and configuring Office 2007, managing software updates, and ensuring all systems were equipped with the necessary tools for effective work. Installed, terminated, and tested both fiber optic and UTP network cables, enhancing network reliability and connectivity across the power station. Assisted in managing user accounts by adding users to the domain, securing data, and implementing backup procedures to ensure business continuity. Assembled and refurbished computers, improving operational efficiency and reducing costs by extending the lifespan of staff systems. Contributed to team discussions, offering insights into ongoing IT projects and playing a role in decision-making related to ICT infrastructure improvements.