Nicholas Ndiki
Nairobi
Summary
Customer centered design Customer support experience Analytical and detail oriented in providing insights for business to meet/action regarding Problem.
Competent Engineering professional with emphasis in Fiber, project management and customer centered design. Detail- oriented with strong knowledge of networking, GPON architecture and GIS tools Connect Master, Lepton Smart Inventory & Google Earth. Expert in Outside (Underground and Overhead) Inside Plant, Cabling and Routing. Proficient in DevOps Methodology and Tools (Circleci, GitHub, Aws Cloud formation, Bash scripting, node js, Kubernetes Docker & Ansible playbook Orchestration)
Overview
15
15
years of professional experience
Work History
Engineer Fixed Customer Solution
Safaricom PLC
10.2019 - Current
- Holding fort and steering team to ensure mission is on track. Championing partner evaluation to ensure partners have required capacity to deliver mission. Running and evaluation of trials and POCs in the network to keep up with emerging technologies in relation to FTTH tools (Power Meter, Splicing Machines, Optical Time-Domain Reflectometer (OTDR), Specs, and Technical Requirements in line with GPON architecture.
GIS-based Fiber/FTTx Network Inventory Management Tools Lepton Smart Inventory and Connect Master.
Expert in Outside (Underground and Overhead) Inside Plant, Cabling and Routing.
Leading timely project delivery to meet Business needs and projected targets on Revenue .
Identifying and managing all project Risks during implementation.
To provide quality control of Safaricom Fixed Internet projects at all Steps of implementation & acceptance in accordance with set standards.
Overseeing and managing Fiber infrastructure (Aerial or Underground) build.
Budgeting, Capex administration & Project cost management.
Vendor Management. - Rewarded top performer for efforts that lead to quick turnaround in delivering mission target by and meeting business objectives including induction providing support and guidance for the team
- Undertook project as technical evaluator Request For Proposal for Home Device Manager (Fixed Customer Support Automation tools)
- Improved operations through consistent hard work and dedication in ensuring network build meets international standards
- Established strong working relationships with clients through exceptional communication skills, fostering trust and collaboration.
Engineer
Home Solutions Support, Safaricom PLC
10.2018 - 10.2019
- Spear headed project for Interaction reclassification for 1st line support team (SMART
- Interactions)
- Request For Proposal for Home Device Manager (Technical Evaluator)
- Managed Faulty asset management (Huawei ONT's) thus saving organization costs
- Part of team tasked with Root cause analysis for FTTH slow speeds
- Participated in formal internal design reviews of proposed products and components
- Trained and mentored competent and flexible workforce to meet project needs and promote positive work environment
Data Customer Experience Executive
Safaricom PLC
10.2016 - 08.2018
- Nairobi
- Participated in UAT readiness contributing to identifying challenges experienced with fixed data products and converting then to negative scenario's for CBS 5.5 upgrade
- Team support for WHMCS (Web Hosting management and configuration solution) and
- Participation in UAT readiness in identifying challenges experienced with web hosting and domain products contributing to increased NPS
- Recognized as part of team that contributed towards bringing NPS up by 10 points to overall 48% and global 50% for department
Mpesa Support
Safaricom PLC
06.2015 - 10.2016
- Ensuring set targets are achieved (Reversal's productivity, Login, Call quality, Safaricom
- Way/Culture) 90% occupancy and 100% reversal requests completed
Customer Care Team Leader
Telkom Kenya
09.2011 - 11.2012
- Nairobi
- Induction, mentoring and training and development of junior and new staff
- To support the Managers in the development and implementation of new initiatives
Customer Care Data/Process Analyst
Telkom Kenya
02.2010 - 09.2011
- Responsible for fault identification/diagnose, monitoring, reporting, and follow-up with relevant technical teams regarding call center systems (AVAYA IP Solution& Synergy – Pro LAN Support system)
- Ensure timely submission and analysis of performance reports to the management team to keep track of progress within customer care and mass market.
Education
Master of Science - MSc in Computing And Information Systems
Liverpool John Moores University
Liverpool, England2024
DevOps Engineer & Cloud Developer -
Udacity Nanodegree, Cloud
VirtualCore Program - Cloud Computing & DevOps
Moringa School
NairobiBachelor of Business Information and Technology - Enterprise Computing
Mount Kenya University
Thika KenyaTelecommunication Engineering -
The Technical University of Kenya
NairobiSkills
- Closure and Documentation
- People Management
- Fiber Design/Implementation,
- Version control(Git hub) AW Lambda, S Cloud
- Formation, Bash scripting, Circleci, Jenkins,
- Node js, Docker, Ansible playbook, MongoDB,
- Postgres
- Moderate: Kubernetes, Javascript, Java,
- PHP
- Project management proficiency
- PHP
- Project management proficiency
Referees
Francis Ngari fmacharia@safaricom.co.ke, grittyku@gmail.com Mentor Talent Acquisition Manager Safaricom PLC,
Eric Mugo eric.mugo@gmail.com eric.mugo@ericsson.com Mentor, Risk and Security Management Ericsson,
Brian Oyigo oyigo.brian@gmail.com boyigo@safaricom.co.ke Colleague Fixed Networks Lead Engineer Safaricom PLC
Timeline
Engineer Fixed Customer Solution
Safaricom PLC
10.2019 - Current
Engineer
Home Solutions Support, Safaricom PLC
10.2018 - 10.2019
Data Customer Experience Executive
Safaricom PLC
10.2016 - 08.2018
Mpesa Support
Safaricom PLC
06.2015 - 10.2016
Customer Care Team Leader
Telkom Kenya
09.2011 - 11.2012
Customer Care Data/Process Analyst
Telkom Kenya
02.2010 - 09.2011
Master of Science - MSc in Computing And Information Systems
Liverpool John Moores University
DevOps Engineer & Cloud Developer -
Udacity Nanodegree, Cloud
Core Program - Cloud Computing & DevOps
Moringa School
Bachelor of Business Information and Technology - Enterprise Computing
Mount Kenya University
Telecommunication Engineering -
The Technical University of Kenya
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