Keter John
Network Engineer
Nairobi
Summary
A highly resourceful and focused Information Technology Professional with exceptional capabilities in information technology. Highly trained with over 7 years' experience in but not limited to System Administration, Voice Engineering, Network Engineer, Datacenter management and Infrastructure management.
Overview
10
10
years of professional experience
16
16
years of post-secondary education
Work History
Voice Engineer
Shop and Deliver Ltd
Nairobi, Nairobi Province
10.2020 - Current
- Established clear documentation standards for all aspects of voice engineering projects, promoting consistency across teams and improving knowledge transfer among colleagues.
- Migrated legacy systems to modern platforms for increased efficiency and reduced maintenance costs.
- Coordinated with vendors for equipment procurement, installation, maintenance contracts, ensuring optimal service levels at competitive pricing points.
- Reduced downtime by proactively identifying and addressing potential issues in IT infrastructure.
- Led planning and execution of successful migration from on-premise infrastructure towards hybrid-cloud environment, minimizing disruptions and maximizing benefits.
- Designed and implemented system security and data assurance.
- Wrote and maintained custom scripts to increase system efficiency and performance time.
- Provided 2nd and 3rd level technical support and troubleshooting to internal and external clients.
- Managed and monitored installed systems for highest level of availability.
- Worked with operation, commercial and regions to accomplish technical aspects of projects.
- Developed custom scripts and tools to automate routine tasks, increasing team productivity and reducing human error.
- Collaborated with cross-functional teams to design, implement, and support voice infrastructure upgrades.
- Monitored and tested application performance to identify potential bottlenecks, develop solutions and collaborate with developers on solution implementation.
- Resolved issues related to operational components for LAN, WAN and voice systems.
- Assessed organizational needs to recommend appropriate hardware, software, and network components for optimal voice communications infrastructure.
- Increased overall user satisfaction with conference call capabilities through careful selection of equipment optimized for audio clarity.
- Developed technical documentation for infrastructure design, implementation, and troubleshooting procedures.
- Monitored network capacity and performance to diagnose and resolve complex network problems.
- Provided network support services for devices such as hubs, bridges, routers, and other hardware.
- Conducted thorough analyses of voice systems to identify potential vulnerabilities and areas for improvement.
- Reduced downtime for telecommunication systems through proactive maintenance and efficient issue resolution.
- Ensured high levels of security with strict access controls, vulnerability assessments, and patch management.
- Collaborated with cross-functional teams to design, implement, and support voice infrastructure upgrades
- Assessed organizational needs to recommend appropriate hardware, software, and network components for optimal voice communications infrastructure
- Developed custom scripts and tools to automate routine tasks, increasing team productivity and reducing human error
Senior Systems Administrator - Voice
Roamtech Solutions Ltd
Nairobi, Nairobi Province
11.2018 - 09.2020
- Enhanced team collaboration, implementing centralized version control systems for code repositories.
- Increased productivity through automation of routine tasks using scripting languages such as Power Shell and bash script.
- Designed secure network architectures, minimizing risk of unauthorized access or data loss.
- Spearheaded migration efforts to cloud-based platforms, reducing operational costs and increasing scalability.
- Managed vendor relationships, negotiating contracts to optimize pricing while maintaining quality service levels.
- Coordinated with cross-functional teams on complex projects, ensuring successful completion within deadlines and budget constraints.
- Established standard operating procedures for consistent system maintenance across all environments.
- Implemented rigorous system monitoring, enabling rapid identification of potential issues before they escalated into problems.
- Evaluated emerging technologies for potential integration into existing infrastructure, enhancing capabilities while maintaining cost effectiveness.
- Performed software installations and upgrades to UNIX or Windows operating systems.
- Delivered Tier 2 and Tier 3 support for problem identification, diagnosis and issue resolution.
- Tested software remotely and onsite for server sets to maintain operational readiness.
- Troubleshot complex technical issues, providing timely resolution to minimize impact on end users.
- Led server infrastructure development, quality assurance, staging and production systems.
- Devised scripts and automation tools to improve system efficiency.
- Identified and resolved network congestion issues and bottlenecks.
- Implemented and maintained virtual private networks.
- Researched and recommended new technologies and strategies for improving system performance.
- Designed and evaluated WAN and LAN connectivity technologies.
- Championed knowledge-sharing initiatives among team members through documentation and training sessions, promoting culture of continuous learning.
- Developed comprehensive backup strategies to ensure data protection during disaster recovery scenarios.
- Collaborated with stakeholders to define requirements for new IT initiatives, ensuring alignment with organizational objectives.
- Monitored networks and network devices to resolve technical problems quickly.
- Orchestrated integration and communication of software upgrades.
- Resolved issues and escalated problems with knowledgeable support and quality service.
- Analyzed network traffic and performance metrics to optimize system performance.
- Maintained flexible schedule and responded to after-hours and weekend emergencies.
- Created nightly jobs for database backups.
- Mentored employees and offered constructive feedback for performance improvement.
- Collaborated with stakeholders to define requirements for new IT initiatives, ensuring alignment with organizational objectives
Technical Lead Level One Support
Taifa Positivo BGH - GoIP Ltd
Nairobi, Nairobi Province
03.2016 - 11.2018
- Maintained detailed records of customer interactions, tracking common issues for future reference and process improvements.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Installed, configured and maintained computer systems and network connections.
- Configured hardware, devices, and software to set up work stations for employees.
- Researched and identified solutions to technical problems.
- Maintained servers and systems to keep networks fully operational during peak periods.
- Tested new software and hardware prior to deployment.
- Communicated with clients to verify roots and causes of computer problems.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
- Tracked and documented customer interactions in customer relationship management system to maintain accurate records.
- Troubleshot hardware, software and network issues to identify and rectify discrepancies.
- Proactively identified potential system vulnerabilities, working closely with development teams to address them promptly.
- Educated customers on preventative maintenance techniques, reducing frequency of support calls.
- Escalated high-priority cases to Level 2 support when necessary, ensuring timely resolutions for critical issues.
- Leveraged strong communication skills to explain complex technical concepts in layman''s terms.
- Diagnosed and troubleshot hardware, software and network issues.
- Monitored system performance to identify potential issues.
- Installed and configured operating systems and applications.
IT Smartphone Support Engineer
Samsung Service Center
Nairobi, Nairobi Province
01.2015 - 12.2015
- Improved team productivity by providing technical guidance and mentoring junior engineers.
- Established strong working relationships with clients through exceptional communication skills, fostering trust and collaboration.
- Prepared action plans for problematic processes and assets.
- Documented technical issues and solutions to enable tracking history and maintain accurate logs.
- Maintained high levels of customer satisfaction of 90%, even during peak times or high-volume ticket periods.
- Installed and maintained hardware and computer peripherals to store tangible components.
- Increased client retention by building trust through excellent communication skills and timely issue resolution.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
- Coordinated with sales representatives to provide per-sales technical assistance, helping secure new clients and grow business revenue streams.
Education
Bachelor of Science - Computer Technology
Jomo Kenyatta University of Agriculture And Technology
Kenya 05.2010 - 12.2013
Some College (No Degree) - Kenya Certificate of Secondary Education
Kabianga High School
Kenya 02.2005 - 11.2008
Some College (No Degree) - Kenya Certificate of Secondary Education
Tengecha Boys Primary School
Kanya 01.1996 - 11.2004
Skills
Network Troubleshooting, design & configuration
Cloud Infrastructure Management and Automation
ITIL Framework
Virtualization Technologies
Firewalls
Application support
Data Center Operations
Disaster Recovery Planning
Technology Integration
Project Oversight
User Research
Problem-solving abilities
Technical Troubleshooting
Wide Area Network Optimization
SIP Trunking & PBX administration
Professionaltrainingandcertificates
- 09/01/17, 01/31/18, African Advanced Level Telecommunications Institute, CISCO CCNA (I-IV)
- 05/01/14, 12/31/14, Samsung Electronic Engineering Academy, Electronic & Engineering
- 01/01/09, 04/30/09, Litein Comptec College, Computer Application Packages
Personal Information
- ID Number: 27764042
- Date of Birth: 08/28/90
- Gender: Male
- Nationality: Kenyan
References
- Ken Gitonga, Samsung Electronic Engineering Academy, P.O. Box 27577-00506, Nairobi
- Alexander Wright, GoIP Ltd Call Centre Supervisor, P.O. Box 62000 00200, Nairobi
- Peter Anami, ICT manager shop and deliver limited, P.O. Box 65600 00200, Nairobi
Timeline
Voice Engineer
Shop and Deliver Ltd
10.2020 - Current
Senior Systems Administrator - Voice
Roamtech Solutions Ltd
11.2018 - 09.2020
Technical Lead Level One Support
Taifa Positivo BGH - GoIP Ltd
03.2016 - 11.2018
IT Smartphone Support Engineer
Samsung Service Center
01.2015 - 12.2015
Bachelor of Science - Computer Technology
Jomo Kenyatta University of Agriculture And Technology
05.2010 - 12.2013
Some College (No Degree) - Kenya Certificate of Secondary Education
Kabianga High School
02.2005 - 11.2008
Some College (No Degree) - Kenya Certificate of Secondary Education
Tengecha Boys Primary School
01.1996 - 11.2004
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