TRACY ATIENO
Nairobi
Summary
Dedicated Technical Support Specialist with 2+ years of experience delivering IT and network support in telecom and managed services. Expertise in network monitoring, incident resolution, and service ticket management, ensuring compliance with SLAs. Strong knowledge of TCP/IP, DNS, DHCP, and LAN/WAN connectivity, complemented by hands-on troubleshooting of routers, switches, and VoIP services.
Overview
5
5
years of professional experience
1
1
Certification
Work History
PRE-SALES MANAGER & TECHNICAL SUPPORT
Nile Computers Ltd
Nairobi
02.2025 - Current
- Provided Tier 1 technical support for data, voice, and managed services.
- Resolved network and service issues for routers, switches, and CPE devices, enhancing system reliability.
- Managed trouble tickets, alerts, and escalations within SLA requirements.
- Monitored network systems, performed root cause analysis, and escalated incidents.
- Documented incidents, configurations, and resolutions in ticketing systems
TECHNICAL SUPPORT ENGINEER (NETWORK SERVICE OPERATION CENTER)- APPRENTIECESHIP
Dimension-Data
Nairobi
11.2023 - 05.2024
- Monitored network, system, and hardware health to proactively identify issues using alerts and dashboards.
- Diagnosed network connectivity and performance issues, ensuring optimal functionality across routers and switches.
- Responded to incidents and outages with Tier 1 troubleshooting and escalation.
- Coordinated with internal teams and vendors to restore services promptly and effectively close incidents.
- Documented incidents, root causes, and resolutions in ticketing systems.
HELP DESK ASSISTANT - ATTACHMENT
Kilifi County Public Service Board
Kilifi County HQ
06.2022 - 04.2023
- Diagnosed and troubleshot software errors, hardware failures, and connectivity problems to restore functionality promptly.
- Provided technical support, resolving hardware, software, and network issues to ensure user satisfaction.
- Assisted users with setup and configuration of workstations, peripherals, and applications to facilitate efficient use.
NETWORK SUPPORT ENGINEER -INTERNSHIP
Dunia-Moja Community Network
Kilifi
06.2021 - 04.2023
- Monitored network performance via NMS to detect outages, facilitating timely corrective actions.
- Collaborated with NOC and field teams to escalate and resolve connectivity issues.
- Performed routine network health checks to ensure high uptime and service quality.
- Documented incidents, device configurations, and escalations in ticketing systems.
- Provided real-time technical support to field technicians, ensuring successful installations and maintenance.
Education
BACHELOR OF SCIENCE - COMPUTER SCIENCE
Pwani University
Kilifi,Kenya05.2023
DIPLOMA - INFORMATION TECHNOLOGY
Pwani University
Kilifi,Kenya05.2019
DIPLOMA - ACCOUNTING & FINANCE
Kilifi School of Accountancy
Kilifi,Kenya05.2019
Skills
- Solution proposals
- Technical issue resolution
- IT service standards
- Root cause analysis
- Performance tuning
- Ticketing systems
- Network oversight
- VoIP assistance
- UCaaS assistance
- SIP assistance
- PRI assistance
- Routers
- Switches
- Firewalls
- CPE devices
- Data troubleshooting
Certification
- Networking Communities and Last mile internet - Tunapanda Net/APC/Strathmore
- CCNA Network Fundamentals and Access through LinkedIn learning
- Cyber Threat Management from Cisco
- Full-Stack Web Development Fundamentals - eMobilis Institution, Nairobi Kenya
Timeline
PRE-SALES MANAGER & TECHNICAL SUPPORT
Nile Computers Ltd
02.2025 - Current
TECHNICAL SUPPORT ENGINEER (NETWORK SERVICE OPERATION CENTER)- APPRENTIECESHIP
Dimension-Data
11.2023 - 05.2024
HELP DESK ASSISTANT - ATTACHMENT
Kilifi County Public Service Board
06.2022 - 04.2023
NETWORK SUPPORT ENGINEER -INTERNSHIP
Dunia-Moja Community Network
06.2021 - 04.2023
BACHELOR OF SCIENCE - COMPUTER SCIENCE
Pwani University
DIPLOMA - INFORMATION TECHNOLOGY
Pwani University
DIPLOMA - ACCOUNTING & FINANCE
Kilifi School of Accountancy