Dorcas Muthoni

Key Responsibilities;

• Managing and ensuring shift run 100% effective and also offering Maximum support to other departments
• Deputize for NOC Manager as directed
• Network quality and performance management
• Assist with creation of Ad hoc reports as needed
• Network mentorship and training of operations team on technical competency work installation, testing & commissioning, bringing into service integration
• Ensuring the team adheres to all company policies and procedures
• Research of trouble spots on networks and system platforms
• Achievements
• My major achievement has been attaining Leadership and Management skills.
• Participated in team-building activities to enhance working relationships.

Key Responsibilities

• Monitoring, troubleshooting and reporting all downtimes on the network which consists of Data Centre, GPON Network, WiMAX, Power, SDH/Transmission network, Voice Network, Metro switch network, Local and International IP Backbone
• Monitoring, Managing and Maintaining Network elements through various Management systems i.e
• Solarwinds, ECI, CACTI, RAMI, Argus Catvisor, Rozar, DWDM, NMS, Huawei GPON U2000
• Monitoring local, regional and international circuits via TEAMS, TATA, SEACOM, EASSy, PCCW, ZESCO, TTCL & Bharti Airtel India (SEMEWE and IMEWE), follow-ups on outage resolution and ensuring adherence to SLAs and providing RFOs
• Troubleshoot network firewalls, routers, layer 2 and 3 switches) Cisco, Juniper, HP and D-LINK
• Mapping network Links and Equipments on Cacti and Solarwinds for consistent monitoring and keeping them upto date
• Managing IP traffic and QoS of customers via bandwidth manager and service policy based routing and auctioning service requests to manage customer services
• Serve as a second level escalation for customer related issues and Attending field support or assisting Field Support engineers in bringing up new links/troubleshooting field related outages
• Reporting downtimes by raising trouble tickets, active fault resolutions follow-up and updates using our alert platforms accurately and as required (SMS, WhatsApp, Calls, Emails etc.)
• Achievements
• Hands on Experience in dealing with Different technologies
• E.g MPLS, Metro SDH Backbone, DWDM
• Hands on Experience in dealing with Different Vendors.

Key responsibilities:

• Monitoring HFC Nodes, checking of latencies, packet drops off all regional and international links
• Monitoring of NOC, Data centers and Hubs electrical power systems, air conditioners, Generators and UPS
• Also ensure power outages are captured and attended to, to eradicate equipments downtimes
• Fault handling and escalation (identifying and responding to faults on the systems and networks, liaising with third party suppliers, handling escalation through to resolution as per EPD and SLA provided)
• Maintenance and operation of all digital broadcasting equipment such as Encoders, Multiplexers, Decoders, Electronic Program Guide (EPG), Over the Air (OTA) and Conditional Access System (CAS)
• Tier three support for co-location, customer backup network and ISP services
• Generating daily, weekly and monthly network outage and analysis reports and fiber audits of main and backup routes
• Proactive monitoring of companies servers, routers, switches (application uptime, CPU loads, disk space using monitoring tools
• I.e., cacti, Nagios, SolarWinds
• Performing network redundancy tests to ensure network availability, providing communication for planned and unplanned downtimes and compiling reports on network uptime and availability
• Performing network audit reports for the access and core network and escalating any reactive or preventive issues to minimize downtimes
• Acknowledgement of alarms noted on Equipment or Links and performing Fault diagnostic checks within stipulated timelines
• Troubleshooting Faults and Performing Mitigation and curative Operation
• Achievements
• Experience in using Various monitoring tools i.e
• Solar winds, ECI, Cacti, Rami, Argus Catvisor, Rozar, NMS
• Hands on experience on HFC (Hybrid Fiber Coax and GPON (Gigabit Passive Optical Network)
• Deep knowledge in HFC technologies (DOCSIS 2.0 and 3.0), troubleshooting RF issues on the plant for (Cisco and Teleste)
• Hand on troubleshooting of IPTV channels from the provider and transcoding to different platforms (HFC, Gpon, DTH)
• Hands on troubleshooting of fiber faults e.g
• Optical power, fiber fault location.

Key Responsibilities:

• Generating daily, weekly and monthly network outage and analysis reports and fiber audits of main and backup routes
• Proactive monitoring of channels and Collocated sites.
• Worked flexible hours across night, weekend and holiday shifts.
• Carried out day-to-day duties accurately and efficiently.
• Learned new skills and applied to daily tasks to improve efficiency and productivity.
• Maintained energy and enthusiasm in fast-paced environment.

• Devoted special emphasis to punctuality and worked to maintain outstanding attendance record.
• Led projects and analyzed data to identify opportunities for improvement.
• Worked within applicable standards, policies and regulatory guidelines to promote safe working environment.
• Developed and maintained courteous and effective working relationships.

• Pc Support & Configurations
• Virus Management
• Assets Verification and Inventory Updating
• Networking Management
• Pc preventive and Maintenance
• Web application Development
• Achievements
• My major achievement was to get hands on experience in the Networking Sector and support services.
• Increased customer satisfaction by resolving issues.
• Learned new skills and applied to daily tasks to improve efficiency and productivity.