FREDRICK ONYANGO OGENYA

• Responsible for delivering the performance objectives set by the organization department
• Responsible for implementation of the bank’s Operational risk and frameworks, take charge of risk identification, assessment and mitigation strategies. Ensuring 100% reconciliation of the credits given to the retailers.
• Keeping Distributors and Retailers updated on the company products and services to better provide customer support and service solutions
• Drive customer satisfaction through adherence of set SLAs as provided on the department guidelines
• Assist team members and provide support and solutions to customer queries to meet company objectives.

As an ICT Consultant, my responsibilities entailed operation planning, implementation, distribution and ensuring smooth communication systems within the organization while reporting to the organization director.

Duties and Responsibilities:

• Strategic Planning: Made daily, weekly and monthly plans based on the organization targets and requirements while following work plans and reporting the daily achievements to the director in order realize 90% and above revenue margins.
• Operations Management: Ensured preparation of the work plan to the junior staffs while guiding them on the requirements to enhance targets achievements
• Operation Process Managements: Received and processed customer service requests through the organization platforms while following up and closing on the pending requests
• Inspection and Operation Reviews: Followed up & closed on the operation process and making changes relevant to the organization guidelines as per the customer request.

During this period, my major roles entailed, Network technical implementations, operations, Quality Control, resources managements, Work ticketing and signing of service level agreement with various internet service providers (ISP)

• Control and Monitoring: As a service Engineer, I managed to successfully use the supportive tools to analyze and control the network alarm systems so as order to ensure zero incidences on the network system. This was aimed at ensuring smooth services to the customers
• Operations and Delivery: During this period, through the support of the team managed to implement three major Key Performance Index’s (KPIs) as follows:

a. Ensured the mass deployments of 240 2G &3G BTS sites out of the targeted 256 BTS site in a span of two financial years by delivering on full implementation ensuring quality check on proper cabling, power supply interconnectivity, integration, IP configurations based on the network protocols and Network Equipment’s health check on transmissions

b. Technically involved in end-2-end planning, review, implementation and delivery of the first LTE over VSAT for VVIP services and 3CC LTE together with LTE-2CA for Volte. This enhanced department recognition by the Internet Service Provider (Etisalat) and also a positive appraisal of B+ for the financial year 2015-2016.

c. As a team leader within a department, I negotiated for the company and signed services level agreement with the ISP representative. This was key as it enhanced total commitments to the agreed areas of service delivery. It also enhanced proper resources allocation and financial planning.

• Quality Control and Audit: Working as QC engineer, I performed the following:

a. Ensured that all technicians working on the Site were equipped with the basic training on environmental health and safety awareness (EHS), Provided Personal Protective Equipment’s (PPEs), awareness on the cybersecurity breaches such as sharing of personal passwords, unnecessary plugging and unplugging of cables in ISP sites, use of unauthorized devices to access customer sites, constant virus scanning of the authorized devices before accessing ISP sites. This was aimed at enhancing accident, and incidence free on the ISP sites in order not only to save life but also to avoid huge penalties that come along way should incidences occur.

b. On audit, I verified the existing user Equipment’s (UE) on site against the delivery note uploaded on the system. On incidences where the UE were more than the delivery note I advised on the rectifications and where there were less UE, I together with the team recommended explanation so as to ensure accuracy and accountability. The main target was to enhance proper utilization of the equipment’s and accountability in order to save the company from unnecessary losses.

• Work Ticketing and Incidence Management: The major task was to raise new tickets aimed at testing new technologies, rectification of the existing technologies and total overhaul of the existing systems. The tasks were aimed at ensuring continuous system flow without major impacts on the ISP which could results into losses such as data, privacy, connectivity and revenue if not well planned and executed

Achievements on the work Performances:

• On a scale of 1-10, I achieved 8/10 zero network incidences due to continuous training and work performance close monitoring.
• Successfully achieved 9/10 KPI targets for my team due to competency-based training
• Before competency based training, transmission failures such as unintended plug out of wrong cables due to wrong labeling, Virus system infections, unauthorized login and lack of permission to access the system causing service flow were 5-7 per month and after the training failures were reduced to 1-2 a quarter a year
• Incidences arising from lack of adherence to the Environmental Health and Safety such as falling causing serious injuries, deaths arising from falling incidences were 7-9 per month before training but after safety training, the incidences came down to 1-2 in a quarter a year

• Supported in providing complete helpdesk/end-user hardware and software troubleshooting
• Played key role in ensuring smooth and efficient flow of information and network administration using window server 2003/2008
• Administered Embassy's website by ensuring constant security and content updates

• Interacted with customers by phone, email, or in-person to provide information.
• Completed research, compiled data, updated spreadsheets, and produced timely reports.
• Analyzed problems and worked with teams to develop solutions.
• Sorted and organized files, spreadsheets, and reports.
• Performed administration and Troubleshooting tasks on Window NT server (DHCP,DNS& VPN configurations)
• Tested,installed and Maintained 2G&3G Network Systems
• Planned,tested and designed LCD displays based on Micro-Controller technologies.