Geoffrey Onyango Email and Phone Number

- Service Quality Monitoring (SQM) & Network Performance Monitoring (NPM) using Huawei SmartCare® SEQ Analyst - Aided Project delivery team in Successful implementation of CEM PS solution HUAWEI SmartCare®.- Service Monitoring & analysis and fault demarcation of over 1000 VVIP customers KQIs/KPIs, proactively isolate technical issue affecting users and recommend resolution solution to respective teams (Radio, Core, Billing etc.)- Service quality monitoring (SQM) of mobile PS Network services (web, streaming, MMS, etc...)- E2E demarcation & troubleshooting of service quality issues. Such as customer behavior, devices, wireless/core network elements, backhaul/IP backbone bearer systems, and policy control.- Service quality analysis from PS/devices/brand/time and proactive user complain resolution- MBB traffic analysis and forecast- Support CEM transformation stages, (network, and service and customer stage) to enhance the customer experience by Increasing customer satisfaction and loyalty- NOC to SOC transformation using SmartCare®- Monitoring & Analysis for PS Network level KPIs & Service (web, MMS, Streaming) Level KQIs - Per User Per Service- TTs handling on RTTS System (Remedy TT system), escalation and follow-up on fault resolution process with respective teams.- Extracting raw data from CEM platform and preparing Daily, Weekly & Monthly reports as per customer requirements- Prepare and develop reports/dashboards on the use cases, network performance and customer experience- Aided in training of local engineers on the use of the CEM tool and general PS fault handling procedures cases

- PS-Core Network/node audit in preparation for MS take-over - Performed node license capacity/software/patch upgrades - TT handling using REMEDY - Devised and adopted MOP for PS-Core change management - Automated and designed SGSN & GGSN health-checks and performance reporting - Supported OSS team in integration of PS nodes to the OSS for logging and reporting purposes - Coordinated data roaming configurations, fault troubleshooting and resolution with roaming partners - Maintained the HLD/LLD documents - Identified and resolved causes of degradation in major KPIs (attach & PDP activation failures etc) by enabling APN redirection and auto device configuration on the ADC. - Performed knowledge transfer to the local engineers.

- Managed incidents actions & resolution for critical cases ( identify, analyze, coordinate all problematic points) within the PBN and PS-Core networks - Created and executed Change Requests in stipulated time frame, including out planned works during night time. - Prepared, tested and implemented configuration changes on PS-Core(SGSN, GGSN, SAPC) and MPBN(Firewall, DNS, RADIUS, Routers, Switches) nodes - Carried out upgrade/updates (HW & SW) PS-Core and MPBN nodes - Managed Trouble Tickets towards 3rd Line (equipment vendors) in consultation- Ensured, in liaison with NPO teams, that PS-Core and MPBN KPIs were kept within agreed SLA- Aided the customer in planning, design and execution of PS-Core, MPBN and IP networks- Performed network audit and aided in follow-up and execution of recommendations - Update and maintenance of LLD and HLD documents - Mentored and helped in skill transfer to the local engineers.

• Troubleshooting and resolution of faults and recovery of network nodes and services( End to end call flow and emergency handling)• Configured new data bundles on the SAPC and implemented necessary SACC configurations on affected APNs on the GGSN according to Change Requests and Customer request• Designed, configured and supported new APN data solutions for corporate clients (Barclays Bank, KPLC, Postbank, IEBC etc) on the GGSN and HLR and implemented all the necessary routing on the PBN as well as enforced required Firewall security policies to allow/deny traffic.• Integrated of new roaming partners into the network, troubleshooting and fault-isolation of Data-roaming anomalies with engineers from other PLMNs• Carried out daily, weekly, monthly and quarterly Preventive Maintenance routines on all the PCN and PBN nodes• Trained and mentored junior engineers• Performed ATP tests on new systems implemented by vendors• Managed the Change Request process• CSR management• IP planning and maintenance of HL/LL documentation of the entire network.

• Restored HW and SW system faults through swift and precise identification.• Configured and successfully tested new GPRS roaming networks with Zain Kenya• Isolated causes of faults for preventive and maintenance purposes• Coordinated operational activities on the data network with vendors/suppliers, support and operations and maintenance personnel for GPRS/MPBN• Formulated GPRS/MPBN O&M procedures • Integrated Gb(BSC), Gr(STP/HLR), Gi(ISP) interfaces to the GPRS core network• Managed the device database updates for Synapse ADC• Configured new device settings on the ADC• Performed routine health checks and O&M on the CGSN, ADC, MIEP,MMC and MPBN(6 sites across the country)• Integrated new nodes(OSS, Charging, BSCs, MGw etc) onto the MPBN network• Captured logs through mirroring MPBN switch ports for complex network fault troubleshooting involving SIGTRAN and other IP interfaces.• Rendered technical assistance to the Zain’s Customer Service officers in answering customer queries and complaints related to data services• Provided 24/7 support to L1 engineers on an on-call basis• Integrated of MPBN nodes(routers, switches, firewalls, DNS servers, RADIUS servers etc) into network monitoring tools i.e Solarwinds SNMP manager• Escalated and Tracked network faults to vendors through CSRs (Customer Service Requests)• Skill/knowledge transfer to junior engineers and L1 support(NOC)

• Performed routine health checks on the CGSN, MIEP, MMC, ADC and MPBN• Received, analysed, troubleshoot and resolved all end-user customer GPRS complaints from the Customer Care teams.• Configured new APNs and implemented necessary routing and firewall policies to deny/allow traffic for the intended purpose• Configured Gb(FR) links to integrate new BSCs onto the CGSN• Configured new GPRS roaming partners and aided in end-to-end tests and troubleshooting GPRS roaming failures• Captured traces from the PBN switches, for troubleshooting purposes, as may be required by various teams whose nodes interfaced on the PBN IP network. • Assisted other teams(NSS, Billing, VAS etc) in troubleshooting failures affecting • Performed system backups on the CGSN, MIEP, MMC, ADC and MPBN

• Network (BSS, NSS, Transmission) alarm surveillance. • Fault detection and L1 diagnosis on BSS, NSS and Transmission line Networks using Alcatel OMC-R (B8 to B10) network surveillance systems. • Classifying and escalation of network faults to respective network support engineers(NSS, Base Station and Transmission) for resolution• Trouble-ticketing and tracking of open TTs with respective engineers • Preparation and dispatch of flash reports to various units within the Network Division on matters affecting the network• Site acceptance, alarm testing and commissioning of new Base Stations• Perform correct network configuration to resolve capacity and quality problems. • Carry out preventive and curative maintenance for BTS sites and transmission networks.• Execute work orders for radio network optimization.• Manage site access requests by Field Operations Technicians/engineers