Carolyne Gitau Email & Phone Number

Kenya

Kenya

NOC Engineer

I deal with Customer Incident Management: some of the duties & responsibilities I undertake are: Timely resolving customer concerns within SLA and making follow up.Real time monitoring of the network, fault detection and timely escalation to the relevant teams for action to ensure no loss of services for maximum customer satisfaction.Timely Network incident notification, updates and escalation to all relevant teams.Trouble Tickets management – monitor TTs created and ensure all follow correct change management process before and after their execution.Make regular follow up on scheduled works order; inform Customer Care on all planned service affecting works order, their impact on customers and the downtime expected.Identify product/service concerns raised by customers, resolve and/or escalate for second level resolution within SLA, make follow up.Training staff on the various reporting and analysis toolsFacilitate Quality Loop meetings.Fault detection, resolution, escalation, clearance and making follow up with NOC support teams.Ensure closure of network incident(s) with an RCA, with actions taken and recommendations on how to avoid similar recurrence.Timely formulation of analysis reports and documentation

• Troubleshooting and maintenance.• Offering conference services e.g. setting up the conference room and ensure that the equipment works efficiently.• User support to the staff in various departments which includes managing their network connections and maintaining the campus system.• Development and implementation of the university’s information system, including maintenance of the database and ensuring all activities are captured accurately into the database and update it often.• Maintaining the Dial-up and digital internet connections.• Networking and network management including design and installation.• Training new staff and users.• Receiving incoming telephone calls and channeling them to the corresponding staff or office.• Structured cabling and cable management.• Wireless network installation, maintenance and troubleshooting.• Preventive maintenance of the computer systems.

Master Of Arts - Ma, Project Management

Bachelor'S Degree, Business Information Technology

I pursued Business Information Technology, which equipped me with different skills which include: Web design both window and web based.

Advanced Diploma, Human Resources Management

Pursued Diploma in Business Management and Human Resource Management