Key Responsibilities:- Lead and manage a team of NOC engineers, ensuring smooth workflows and high uptime.- Provide 24/7 support for various network technologies across Africa and Europe.- Collaborate with engineers to configure services, troubleshoot issues, and restore outages.- Contribute to team improvement through meetings and planning.- Generate reports for management and assist with service optimization.- Participate in meetings with suppliers and vendors to analyze performance and suggest improvements.Key Skills:- Network technologies (OTN, SDH, IP, Ethernet)- Team leadership and organization- Customer and supplier communication- Incident management and troubleshooting- Network performance analysis and improvement- Training and talent development- Collaboration and cross-departmental coordinationAdditional Highlights:- Escalation point for clients, ensuring high satisfaction.- Proactive identification of network improvement opportunities.- Team performance evaluation and skills development.- Coordination of NOC recruitment.

Responsible for managing the shift comprising of five support engineers and handling of second level escalations from internal and external client's.

As a ICT Support Specialist i was responsible for expertise, technical and administrative support and assistance. This involved analysing incidents, problems and requests for change, proposing solutions and assisting in implementing these solutions. To that effect i was able to carry out research, analyse user needs, evaluate, choose, acquire, install and implement solutions whether hard- or software based capable of providing adequate end-user support while respecting standards, working methods and procedures. Nature of the tasks: • Provide support to end-users and LSA (Local System Administrators) • Provide support for the acquisition of IT equipment including defining the configuration of hard and Software to meet specific needs for a given project. • Manage the hardware and software acquisition catalogue ennsuring documentation of related procedures and working methods. • Manage the licence inventory of the DGs/PGs in general. • Management of a PC stock made available for general use (Dataroom) • Testing of new products • Perform technical audits, propose projects, solve incidents etc. • Provide second level support to LSA's and/or end users • Create and maintain documentation on all activities (Dataroom).• Assistance and support in the area of Open Source (OS Linux and Apache application server) • Maintenance and evolution of the companies website and social Media platforms. • Troubleshooting (HW and SW: mainly PCs and related equipment) • Installation, management and training on different types of standard and non-standard hard and software • Assistance to end users on their stations or through remote control software • Administration of servers Windows / Open Source • Administration Active Directory (GPOs, users, machines) • Maintenance of standard user configuration in the field of security and other regular updates (SMS, SUS, EPO,Amadeus etc.)

My duties and responsibilities as a NOC Engineer entailed providing first level support for customers, Trouble ticketing, resolve incidents, identify problems through proactive Network monitoring , manage planned engineer works to ensure high levels of satisfaction and an excellent customer experience.The competencies addressed during the internship are; - Interface with customers for service assurance and service delivery queries, achieving high levels of customer satisfaction.- Proactively monitor alarm management systems for events, create, own and manage trouble tickets to successful resolution. - Produce Reason for Outage reports and Monthly Operational Reviews for customers- Manage Planned Engineering Works, including service impact analysis and customer notifications- Identify service concerns, issues, challenges and escalate to second level support and management- Maintain accurate records, assist with auditing and data cleansing as directed- Assist with creation of ad hoc reports as needed- Assist other departments and perform various projects as needed

As a Lead Projects Administrator, I was responsible for providing technical expertise and administrative support for all programmes. This involved analysing incidents, problems and requests for change, proposing solutions and assisting in implementing these solutions. To that effect I was able to carry out research, analyse user needs, evaluate, choose, acquire, install and implement solutions whether hard- or software-based capable of providing adequate end-user support adhering to laid down standards, working methods and procedures. Nature of the tasks: • Provide support to end-users and LSA (Local System Administrators) • Provide support for the acquisition of IT equipment including defining the configuration of hardware and software to meet specific needs for a given project. • Manage the hardware and software acquisition catalogue ensuring documentation of related procedures and working methods. • Manage the licence inventory of the DGs/PGs in general. • Management of a PC stock made available for general use (Dataroom) • Testing of new products • Perform technical audits, propose projects, solve incidents etc. • Provide second level support to LSA's and/or end-users • Create and maintain documentation on all activities (Dataroom).• Maintenance and evolution of the organisation website and social media platforms. • Troubleshooting (HW and SW: mainly PCs and related equipment) • Installation, management and training on different types of standard and non-standard hard and software • Assistance to end users on their stations or remotely• Administration of servers Windows / Open Source • Administration Active Directory (GPOs, users, machines) • Maintenance of standard user configuration in the field of security and other regular updates (GPS and Database systems)

System / Hardware support,Networking, Software installation,troubleshooting and update,Comprehensive database management