Feb 2021 - Present Service Support EngineerLiquid Telecom Zambia• Plan and design ICT solutions such as Dedicated Internet Access, VPNs, IP Transit, IPLCs, Unified Communications, and Managed IT Services.• Engage in pre-sales activities by writing detailed technical proposals and conducting presentations to various customer segments including wholesalers,large enterprises, public sector, and SMEs.• Participate in product development and provide training on ICT technologies to key account managers.• Oversee service delivery to ensure implementation and revenue assurance align with annual company revenue targets and KPIs.• Design, manage pre-sales, and implement Wide Area Network (WAN) solutions for key clients including government agencies and major enterprises.• Configure routing protocols like BGP, ISIS, EIGRP, and OSPF across differentplatforms and technologies.• Facilitate connectivity for financial institutions to central bank services, ensuring robust and secure transactions.Nov 2017 - Jan 2021 Network Operation Engineer Liquid Telecom Zambia• Configured routing protocols such as BGP, ISIS, EIGRP, and OSPF on Cisco routers and multilayer switches.• Set up and troubleshoot MPLS circuits, managing related issues to ensure network reliability.• Monitored and managed network performance, including diagnosing and troubleshooting general network problems.• Managed communication and coordination with both internal and external clients during network failures or critical issues.• Installed and configured Cisco switches and routers, enhancing infrastructure capabilities.• Troubleshot fiber circuits and escalated issues to field engineers for timely resolution.• Offered 1st and 2nd level operational support for LAN/MAN/WAN infrastructure on a Cisco platform.• Documented network performance issues and resolutions, maintaining detailed records for future reference.