About
Highly dynamic Technical Support Engineer with over 5 years of dedicated experience in robust service provider environments, specializing in comprehensive network support and provisioning management. Proven expertise in optimizing network performance and uptime within complex infrastructures, leveraging strong analytical acumen and technical proficiency in Networking and IP. Excels at cross-functional collaboration, process automation, and proactively resolving high-pressure technical challenges to consistently deliver superior outcomes.
Work
Nairobi, Nairobi, Kenya
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Summary
Currently serves as a Technical Support Engineer at NTT Global MEA, overseeing network configurations, troubleshooting, and performance optimization to ensure high availability and customer satisfaction.
Highlights
Provided Level-2/3 technical support and troubleshooting for complex network faults, collaborating with customers and NOC teams to resolve critical issues.
Proactively identified and resolved network bottlenecks through in-depth log and alarm analysis, significantly improving network stability and uptime.
Coordinated with NOC, service provisioning, and sales teams to deliver network services, consistently meeting or exceeding SLA requirements.
Managed high-priority incidents effectively during on-call rotations, ensuring minimal network downtime during critical periods.
Enhanced team efficiency and knowledge sharing by developing and documenting standard operating procedures, diagrams, and training materials.
Nairobi, Upperhill, Kenya
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Summary
Served as a Network Support Engineer at Jamii Telecommunications, responsible for diagnosing and resolving network faults, managing performance, and ensuring service delivery.
Highlights
Exceeded SLA standards for response times and problem resolution by quickly diagnosing and resolving first-time tickets, enhancing customer satisfaction.
Managed and monitored critical network infrastructure, including GPON, SDH, Core/IP-MPLS, and 4G RAN, using systems like SolarWinds and ECI STMS for optimal performance.
Provided comprehensive first-level network support, diagnosing faults and implementing effective mitigation measures for both customer and network-facing issues.
Coordinated with internal teams (Monitoring, Service Provisioning, Sales) to deliver seamless network services, consistently meeting or surpassing SLA requirements.
Generated graphical reports to visualize network performance and uptime, enhancing management visibility and strategic decision-making.
Provisioning/ configuring of new commissioned links
Nairobi, Embakasi, Kenya
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Internship
Summary
Completed an Engineering Attachee program at Kenya Civil Aviation Authority, gaining hands-on experience in air navigation systems maintenance and operations.
Highlights
Successfully installed and maintained UHF antennas, significantly improving communication between airplanes and air towers.
Conducted weekly inspections of VOR systems, ensuring accuracy and reliability in aircraft navigation critical for en-route flight phases.
Automated the compilation of daily reports, streamlining the billing process for flight plans and improving efficiency.
Gained hands-on experience configuring Communication, Navigation, and Surveillance (CNS) systems and interacting with various radar and Navigation Aids (NAVAID).
Education
Languages
English
Fluent
Swahili
Native
Certificates
Huawei Artificial Intelligence HCAI.
Issued By
Huawei Academy
WEkEO Climate Change
Issued By
Mercator Ocean International.
Skills
Routing/Switching Technologies
SDH, DWDM, OTN, GPON, OSPF, ISIS, BGP, IP/MPLS.
Monitoring/Service Provider Technologies
SolarWinds-NPM, Cacti-Graphs, Unified Network Management Systems, Wireshark, Allot, Clear See.
Analytical Skills
Statistics Analysis, Log Analysis, Alarm Analysis, Issue Identification, Network Stability, Network Availability, Network Capacity Planning, Data Analysis, Problem-solving.
References
ENG. NICHOLAS WAHOME
Technical Team Lead, NTT DATA MEA. Westland’s Nairobi, Kenya Tel: +254(0)722801103 Email: nicholas.wahome@global.ntt
ENG. JAMES BOR
Head of Department, Jamii Telecommunication Limited, P.O Box 47419-00100 Upper hill-Nairobi, Kenya Tel: +254(0)720963643 Email: jbor@jtl.co.ke
ENG. JOSPHAT KIBET LANGAT
AIR NAVIGATION SYSTEM MANAGER, KENYA CIVIL AVIATION AUTHORITY, P.O BOX 19031-00501, Embakasi-Nairobi, Tel: +254(0) 728520500 Email: jklangat@kcaa.or.ke