Nazarene Noru
Nairobi, Nairobi Province,30
Summary
With a proven track record at Alwen Networks, I excel in network architecture design and project management, ensuring 99% network uptime. My adaptability and detailed-oriented approach have led to significant improvements in network security and efficiency, leveraging skills like LAN switching technologies and professional communication to drive success.
Overview
5
5
years of professional experience
Work History
Network Design Engineer
Alwen Networks
01.2023 - Current
- Conducted thorough network assessments, identifying areas for improvement and recommending cost-effective solutions.
- Optimized network security through the development of comprehensive firewall policies and intrusion prevention systems.
- Spearheaded migration projects to transition legacy systems onto modern platforms, resulting in improved efficiency and reduced maintenance requirements.
- Enhanced network performance by designing and implementing efficient network infrastructure upgrades.
- Elevated overall network reliability by troubleshooting complex issues and implementing robust redundancy measures.
- Evaluated emerging networking technologies, staying current on industry trends to make informed recommendations for future investments strategically.
- Collaborated with cross-functional teams to ensure seamless integration of new technology solutions into existing networks.
- Streamlined network management processes by creating customized monitoring tools and automating routine tasks.
- Provided expert-level support for mission-critical applications, ensuring optimal performance under heavy load conditions.
- Reduced downtime during maintenance windows by carefully planning and executing system upgrades and patches.
- Standardized configuration templates for various networking devices to simplify deployments consistently across sites while reducing human error chances.
- Monitored network capacity and performance to diagnose and resolve complex network problems.
- Maintained company servers, computers, printers, cables and other equipment.
- Led meetings with departmental managers to review project status, propose changes and draft action plans.
- Led team development and assisted in project management coordination.
- Prioritized simultaneous projects to perform effectively under shifting deadlines in fast-paced environment.
- Developed and wrote recommendations for departmental policies, procedures, technical standards and guidelines.
Network Engineer
Alwen Networks
02.2022 - Current
- Monitored network capacity and performance to diagnose and resolve complex network problems.
- Provided complete end-to-end engineering and installation of route-based IP network solutions.
- Performed troubleshooting for Juniper, Cisco, and packet analysis.
- Provided network support services for devices such as hubs, bridges, routers, and other hardware.
- Oversee the overall performance of all network ensure they are working optimally.
- Monitor all client connection to mitigate any possible challenges proactively
- Document and maintain every network failure
- Periodically run test on the network to ensure security, availability and reliability of network resources
- Fully responsible for monitoring and maintaining network uptime to ensure 99.99% availability and reliability to all clients
- Set minimum acceptable signals for client connections and ensure this are observed later
- Managed and led construction departments, ensuring 99% network uptime through effective coordination and strategic planning.
Dispatch Manager
Alwen Networks
02.2022 - 01.2023
- Assign incoming support tickets to the appropriate technicians or support staff based on their expertise and availability
- Identify and escalate high-priority or complex issues to senior technicians or management to ensure timely resolution.
- Regularly update the status of tickets in the system, ensuring accurate tracking of progress and resolution times.
- Communicate with clients to acknowledge receipt of their tickets, provide updates on progress, and inform them of resolutions.
- Coordinate with other departments, vendors, and external partners as necessary to resolve issues efficiently.
- Maintain detailed records of all support tickets, including actions taken, resolutions, and any follow-up required.
- Monitor the performance of the support team, ensuring that service level agreements (SLAs) are met and identifying areas for improvement.
- Provide guidance and support to technicians, helping them to resolve issues effectively and improve their skills.
- Generate reports on ticket metrics, such as response times, resolution times, and customer satisfaction, to help improve service quality.
- Ensure that the ticketing system and other support tools are functioning correctly and are being used effectively by the team.
Customer Service Representative
Alwen Networks
03.2020 - 01.2022
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Participated in cross-functional teams to discuss ways to improve overall customer satisfaction across company.
- Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
- Led quarterly customer service meetings to review performance and set goals for improvement.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Analyzed customer service metrics to identify trends and develop strategies for improvement.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Updated company's FAQ section to include answers to common customer questions, reducing inquiry volume.
Education
CCNA Certification - CCNA Certification
The African Advanced Level Telecommunications Inst
Nairobi12-2024
Diploma In Telecommunication Engineerig -
Nairobi Technical Training Institute
Nairobi09-2019
High School Diploma -
Muruguru Girls High School
Nyeri11-2014
Kenya Certificate of Primary School (331 Marks) -
St. Johns Primary School
Kangema11-2010
Skills
- Network architecture design
- Project management experience
- LAN switching technologies
- Layer-2/3 protocols
- Organized and detail-oriented
- User credential management
- Test facility development
- Connectivity troubleshooting
- Network debugging
- Wireless networking support
- Switching protocols
- Problem-solving abilities
- Hardware Installation
- Risk Assessment
- Professionalism
- Quality Control
- Adaptability
Accomplishments
- Supervised team 20 staff members.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Resolved product issue through consumer testing.
- Achieved results by completing tasks with accuracy and efficiency.
Timeline
Network Design Engineer
Alwen Networks
01.2023 - Current
Network Engineer
Alwen Networks
02.2022 - Current
Dispatch Manager
Alwen Networks
02.2022 - 01.2023
Customer Service Representative
Alwen Networks
03.2020 - 01.2022
CCNA Certification - CCNA Certification
The African Advanced Level Telecommunications Inst
Diploma In Telecommunication Engineerig -
Nairobi Technical Training Institute
High School Diploma -
Muruguru Girls High School
Kenya Certificate of Primary School (331 Marks) -
St. Johns Primary School
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