Neville Benedict Mkowa Baddy
IT/Telecommunications
Nairobi,Nairobi
Summary
Hands-on Site Manager with 3 years of construction industry expertise. Proven capability leading teams of up to 20 workers. Mastery in budgeting, quality control and industry best practices. Honest, hard-working and dedicated to building positive rapport with clients and vendors. Recognized leader who is able to create a productive work environment that generates excellent team communications and leads to high rates of efficiency. Strong analytical skills, capable of assessing conditions and implementing appropriate intervention. Excellent advocacy, interpersonal and consultative skills, including the ability to communicate, present, negotiate and influence a variety of audiences. Flexible and able to prioritize a high workload and multiple tasks in an environment with tight deadlines.
Overview
2
2
years of post-secondary education
14
14
years of professional experience
Work History
Maintenance and Construction Supervisor
Wananchi Group (k) Ltd
03.2018 - Current
- Roles & Responsibilities.
- Oversee the defined region, teams assigned and make sure the network is in the best condition possible to run the triple play service.
- Mentor and training the newly recruited maintenance technicians and make sure they can fix any problem that arises on the HFC and GPON network.
- Ability to help the team fix any issue that may be escalated and require experience.
- Development of processes for the maintenance team, implementation and frequent review to improve the processes.
- Help in acquisition of licenses and permits.
- This will help in making sure that the teams continuously maintain the network as stipulated on the SLA.
- This includes NCC, KPLC permits, KPLC pole use contract,.
- Check the quality of the maintenance jobs and reconcile the materials used in comparison the job done.
- Implement controls to reduce on the cost incurred on the maintenance of the network e.g.
- Reducing unwarranted truck rolls.
- Inspection of all the tools issued to the maintenance team and reconciliation with store.
- This will make sure that we the team is always equipped with the right tools for the job.
- Receive calls and alarms from NOC, analyze and follow up until the problem is resolve within the period that is defined on the SLA.
- Advice NOC on the cause of the outage in cases that require technical interpretation and possible solution.
- Control the production of ticket by advising the customer care of any planned maintenance or outage that is not visible from NOC.
- Advice the call center on the cause of the outage that requires technical interpretation and probable solution.
- Check the quality of the build during the construction stage and make sure that the construction is within defined quality and meets the construction standard.
- Request for changes during the construction where there is an error in construction before it’s released as RFS.
- Reported quality of performance on site to all site construction managers.
- Reduced excess spending by effectively utilizing given resources.
- Collaborated with management and fellow supervisors to organize efficient operations and achieve demanding schedule targets.
- Developed work schedules for all team members to maximize shift coverage.
- Supervised field crews to maximize quality and work efficiency.
- Sustained safety protocols, ensuring proper, cost-effective and safe handling and usage of equipment and materials.
Noc Engineer
CSquared
03.2017 - 02.2018
- Roles & Responsibilities.
- Monitor Fiber, Mpls, Metro, Dark Fiber and Wireless links in Uganda & Ghana.
- Configure Services on the 7750 SR, SAS-D’s and SAS-K’s.
- Use monitoring tools e.g.
- Cacti, SAM, Grafana, Oxidized and Prometheus to log and monitor the network’s Health.
- Troubleshoot fiber/Wi-Fi related faults, escalate and follow up on the vendor/s for restoration.
- Working on strict service level criteria and deadlines.
- Open, escalate, update and resolve trouble tickets on the ticketing system.
- Provide accurate information regarding availability of service and support on the same.
- Contact customers through follow ups to ensure ongoing customer satisfaction and resolve any complaints.
- Identify trends in customer satisfaction or dissatisfaction.
- Manage time effectively, meet personal goals and work effectively with other members of the Noc team.
- Present a professional image at all times to customers and coworkers.
- Perform network surveillance and report any issues that may arise.
- Perform other duties as assigned.
- Monitored and maintained network and software components according to established guidelines and best practices.
- Identified and categorized equipment issues, responding to calls-for-service to maintain NOC effectiveness.
- Planned and oversaw scheduled infrastructure upgrades and integration to respond to organizational demand.
- Planned implementation of network enhancements and upgrades.
Maintenance Engineer/ Hub Engineer
Camusat Kenya Ltd
05.2013 - 01.2017
- Conduct troubleshooting activities on fiber optic cable.
- Splicing and termination of coaxial cables – RG6, RG11, and QR 500, 540,750 series cables.
- Troubleshooting HFC network devices from nodes - Cisco and Teleste - to splitters, power inserters, directional couplers and taps for RF signals and power.
- Troubleshooting noise / ingress in the HFC network.
- Troubleshooting Huawei GPON from the OLT, FDT to FAT.
- Installation of Teleste hub devices, cabling and monitoring of Teleste hub & network devices.
- Handling network related escalations that are forwarded from NOC, field support and customer service.
- Install temporary backup generators to the nodes in case of power outages.
- Commissioning and certification of any new network and related equipment on the WGKL infrastructure.
- Coordinating contractors and other third parties in ensuring that the infrastructure remains secure, usable and functional with minimal or no downtime.
- Perform field review of potential maintenance works and develop recommended maintenance plans both curative and preventive with a target of 99.9% uptime.
Quality Assurance and Control supervisor
Wananchi Group
10.2011 - 04.2013
- Roles & Responsibilities.
- Vet installations done to ensure they meet the benchmarks set by the company.
- Attend to problematic sites and resolve or escalate the relevant department.
- Follow up escalations to ensure the issues are resolved.
- Ensure uptime of all services within 48 hours after installation.
- Conduct trainings to enhance skills of the installers and share information regarding new equipment and process changes.
- Act as a liaison between sales and the service delivery departments.
- Prepare reports and audit the materials consumed during installations.
- Ensure the overall turnaround time for installations is met.
- Perform other duties as assigned.
- Gathered data on integration issues and vulnerabilities and reported all findings, including improvement recommendations.
Technical Supervisor
Wananchi Group
08.2010 - 09.2011
- Roles & Responsibilities.
- Oversee Wimax installations and service calls.
- Oversee Hybrid fiber coax(Hfc) installations and service calls.
- Prepare reports and recommendations for the overall improvement of the network.
- Adhere to the turn-around time set to meet customer satisfaction.
- Coordinating team to ensure all the day's work orders are complete.
- Formulated plans for improving procedures, training and processes.
- Allocated resources for optimum coverage and effectiveness.
Support Team leader
Wananchi Group (K) Ltd
03.2009 - 07.2010
- Duties & Responsibilities.
- Planning teams to ensure all the day's work orders are complete.
- Efficiently resolve customer through a variety of media; either in person, telephone or e-mail.
- Prepare reports for the sites visited and recommendations to avoid repeat site visits.
- Timely ensure specific client requests are met to tailor the best solution with available resources.
- Dispatch the day’s schedule to the service team on time.
- Turn on/off the tickets depending with the feedback from the service team.
- Efficiently resolve customer requests, question and complaints to the best solution with the available resources.
- Collected, aggregated, verified and monitored trend data.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
Customer Care Executive
Wananchi Group (K) Ltd
06.2007 - 03.2009
- Roles & Responsibilities.
- Adhering to schedule to ensure daily as well as weekly targets are met.
- Logging of all contacts and following up on action plans using a case management system.
- Working to strict service level criteria and deadlines.
- Generate new and repeat sales by providing product and technical information in a timely manner thus ensuring a recovery strategy.
- Determine customer requirements and expectations in order to recommend specific products and solutions.
- Recommend alternate products based on cost, availability or specifications.
- Provide accurate information regarding availability of service and support on the same.
- Obtain accurate information from other departments e.g.
- Sales, billing, dispatch etc.
- And correspond the same to customers.
- Educate customers about terminology, features and benefits of products in order to improve customer education and satisfaction.
- Contact customers through follow ups to ensure ongoing customer satisfaction and resolve any complaints.
- Identify trends in customer satisfaction or dissatisfaction.
- Manage time effectively, meet personal goals and work effectively with other members of the support team.
- Present a professional image at all times to customers and coworkers.
- Perform other duties as assigned.
- Updated customer accounts and system database with latest details to support accuracy and efficiency in future interactions.
- Communicated with accounting department to resolve credit and billing issues.
- Defused customer concerns with exceptional conflict and problem resolution skills.
- Resolved concerns with products or services to help with retention and drive sales.
- Provided excellent customer service by efficiently resolving issues and responding to inquiries.
Education
CCNP Enterprise Certificate -
Udemy Online Courses
10.2020 - 10.2020
Cisco Certified Network Associate(CCNA) -
TechnoBrain
01.2012 - 03.2012
Diploma & Advanced Diploma - Computer Electronic Engineering
Nairobi Institute of Business Studies (NIBS)
Certificate in computer operation and technical certificate in computer programming - undefined
Kenya Christian Industrial & Training Institute (KCITI)
01.2003 - 01.2005
Kenya Certificate of Secondary Education (KCSE) Means score C Plain - undefined
Dagoretti High School
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Skills
Maintenance and installation
undefinedQuote
Human progress does not roll on the wheels of inevitability, but on tireless efforts of men who are willing to be coworkers with God
Martin Luther King Jr
Timeline
CCNP Enterprise Certificate -
Udemy Online Courses
10.2020 - 10.2020
Maintenance and Construction Supervisor
Wananchi Group (k) Ltd
03.2018 - Current
Noc Engineer
CSquared
03.2017 - 02.2018
Maintenance Engineer/ Hub Engineer
Camusat Kenya Ltd
05.2013 - 01.2017
Cisco Certified Network Associate(CCNA) -
TechnoBrain
01.2012 - 03.2012
Quality Assurance and Control supervisor
Wananchi Group
10.2011 - 04.2013
Technical Supervisor
Wananchi Group
08.2010 - 09.2011
Support Team leader
Wananchi Group (K) Ltd
03.2009 - 07.2010
Customer Care Executive
Wananchi Group (K) Ltd
06.2007 - 03.2009
Certificate in computer operation and technical certificate in computer programming - undefined
Kenya Christian Industrial & Training Institute (KCITI)
01.2003 - 01.2005
Kenya Certificate of Secondary Education (KCSE) Means score C Plain - undefined
Dagoretti High School
Diploma & Advanced Diploma - Computer Electronic Engineering
Nairobi Institute of Business Studies (NIBS)
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