AGOI GIDDEL EMBALO

Currently leading IT operations and digital transformation initiatives across East Africa, driving efficiency, cost savings, and robust infrastructure management.

• Led the successful migration from a legacy Avaya telephony system to MITEL, significantly improving communication for over 60 employees.
• Spearheaded a Microsoft 365 tenant migration, eliminating withholding and VAT taxes and achieving documented monthly operational savings of $1,000.
• Orchestrated the seamless integration of Tourplan NX (ERP) with Karpaten's booking system and WETU, enhancing booking accuracy and client proposal visual appeal.
• Managed comprehensive IT infrastructure, including servers, routers, and POS systems, ensuring high availability and performance with a 99.4% reduction in downtime.
• Developed and managed the annual IT budget in collaboration with senior leadership, securing approval for strategic technological advancements.
• Implemented and enforced rigorous Accor IT Security and Data Protection Policies, including PCI compliance, to safeguard system integrity and critical data.
• Provided comprehensive technical support and training to all hotel staff, significantly boosting IT literacy and system adoption across departments.

Optimized and managed core business systems and infrastructure, ensuring reliable service delivery and data integrity for a leading safari company.

• Collaborated with stakeholders to optimize systems and guarantee reliable service delivery from third-party providers.
• Administered and maintained core business systems, including Tourplan (ERP) and Nightsbridge (hotel management) on Windows and Linux servers, ensuring minimal downtime through proactive monitoring.
• Safeguarded critical data through regular integrity checks of automated backups and performed data recoveries as needed.
• Managed network infrastructure, including servers, switches, and routers, to ensure seamless availability for wired and wireless connections.
• Assessed user training gaps and championed effective learning solutions to improve technical proficiency across the company.

Administered diverse server environments, provided technical support, and managed network infrastructure to ensure optimal system performance and user satisfaction.

• Managed diverse server environments, including Windows, Linux, and virtualized systems, proactively resolving issues and escalating complex problems.
• Served as the primary contact for resolving software, operating system, and network issues across servers, hardware, and workstations, implementing software patches and routine server checks.
• Generated insightful reports from Tourplan (ERP) and Nightsbridge hotel management systems, leveraging SQL database queries to inform business decisions.
• Provided first-line user support and managed the helpdesk, assisting users with various technical inquiries and troubleshooting concerns.
• Performed regular backups of critical data and ensured its integrity through verification and secure storage procedures.
• Implemented, managed, and troubleshot the local area network (LAN) and system environments, optimizing network performance and stability.
• Maintained an accurate and up-to-date inventory of all ICT equipment, ensuring efficient asset management and resource allocation.
• Configured, set up, and maintained the IP PABX server, ensuring seamless operation and communication services.

Provided comprehensive technical support and managed network and server infrastructure for Kenya Airports Authority at Wilson Airport.

• Provided first-line user support, troubleshooting technical issues, and training users on various software and hardware.
• Administered the network infrastructure, ensuring smooth operation and resolving connectivity problems.
• Upgraded and maintained servers, guaranteeing optimal performance and data security.
• Managed user accounts and access permissions within the Active Directory environment.
• Proactively monitored all network nodes for issues and performance bottlenecks.
• Configured and maintained Cisco switches and routers for efficient network communication.
• Maintained an accurate and up-to-date inventory of all ICT equipment and antivirus software for all users at Wilson Airport.

Supported IT operations, managed inventory, and performed maintenance routines for Kenya Airports Authority Headquarters.

• Provided first-line user support and training on various IT systems.
• Updated and maintained an accurate inventory of ICT equipment.
• Managed central antivirus updates and licensing for all workstations.
• Performed preventive maintenance routines to ensure system longevity and performance.

Supported IT infrastructure, developed ERP functionalities, and optimized network performance for efficient resource sharing and data security.

• Configured network settings to facilitate collaborative work environments and ensure data security through regular backups.
• Developed and maintained ERP functionalities utilizing C++ programming skills.
• Proactively identified and resolved software glitches, implementing timely upgrades to maintain system stability.
• Maintained network stability and performance through comprehensive administration tasks.
• Performed regular monitoring and evaluation to optimize IT infrastructure and processes.

Strategically integrated the Tourplan NX quotation system with the WETU application, commissioned on November 5, 2024, to significantly enhance the quotation generation process. This improved the quality and speed of quotation delivery, enhancing client experience and strengthening sales capabilities.

Established a direct, real-time connection between the Karpaten team's booking system and our Tourplan NX platform, streamlining their booking process and enhancing collaborative capabilities, with the first live booking successfully completed on July 2, 2025. This dramatically improved booking efficiency and accuracy, fostering a stronger partnership.

Led the successful migration of a 14-year-old Avaya telephony infrastructure (G450/G430 controllers, 1608/1616 terminals) to a modern Mitel platform (6910/6915 terminals) across Nairobi and Mombasa, significantly improving communication reliability, scalability, and flexibility while reducing long-term maintenance costs.

Successfully spearheaded the modernization of the reservation system, transitioning from a LAN-based application to a robust cloud-capable web platform. This strategic shift empowered Private Safaris East Africa with enhanced scalability, improved accessibility, and greater flexibility to meet evolving business needs.

Successfully migrated email services from an on-premise Microsoft Exchange server to a cloud-based Microsoft 365 solution and established a dedicated Active Directory within the new domain. This project streamlined services and enhanced network management with minimal disruption.

Managed two successful projects at Wilson Airport for Kenya Airports Authority, significantly enhancing both local and wide area network connectivity and centralizing UPS systems. This guaranteed clean and reliable power supply to all interconnected areas.