Eric Kyalo Email and Phone Number

- Resolution of data, voice, email and connectivity - LAN and WAN (point to point) related issues using various tools including Solarwinds, Cacti, Xshell and EasyDOCSIS.- Isolation of potential faults/ points of failure in national/ international circuits using the Tejas system in liaison with NOC and various business partners and providers.- Research for potential trouble spots using the available troubleshooting tools andproviding workable solutions and/or escalating to the relevant department for closure. - Daily review and update of the issue management system for assigned cases and provision of client reports including RFOs and POCs.- Application of validated processes to support and manage customer requests, complaints and inquiries including raising trouble tickets and domain renewal.

- Sorting out any LAN issues.- Updating social media pages and promoting company’s presence on various platforms.- Administrative duties.

Wananchi is an East African broadband cable triple play (internet, TV, and voice) service provider specifically reaching out to the contemporary home through the Zuku brand. This role entailed:- Following up on assigned client base and sorting out any service/product issues or otherwise and taking advantage of such interactions to encourage prepayment of service. - Troubleshooting Internet, TV and VOIP issues using systems such as NMS, BroadHub and EasyDOCSIS and raising job cards where necessary.

- Troubleshooting Internet, TV and VOIP challenges using various systems such as RAMI, UNM and Cirpark as well as configuring Routers, Modems and VOIP phones.- Swapping any faulty equipment including Decoders, Modems and VOIP phones as required to ensure FVR. - Accurately posting subscription payments done via cheque, visa or cash and submitting EOD reports.

- Service support for DLIGHT customers.- Receiving calls and answering any queries that the client may have in regards to the Zuku service/product and providing remote assistance. - Troubleshooting Internet, TV and VOIP issues via call.