Summary
Overview
Work History
Education
Skills
Communication Skills
References
Languages
Timeline
Generic
KEN KIPKOECH CHERUIYOT

KEN KIPKOECH CHERUIYOT

6600 COTE DE LIESSE, SAINT LAURENT, MONTREAL, H4T 1E3,QC

Summary

An enthusiastic individual experienced in analyzing issues on service calls and finding effective solutions. Offering an engaging and pleasant personality with expertise in building customer relationships. Outstanding diagnostics skills.

Overview

11
11
years of professional experience

Work History

Network Operation Centre (NOC) Technician

Huawei Technology
11.2018 - 01.2021
  • CCTV Installation, upgrade, and maintenance for the National Police Service through Safaricom
  • Applications Various CCTV for monitoring and troubleshooting Fiber networks i.e.
  • U2000 iManager, IPCC, IVS, Neteco, esight application management, GIS, ELTE, UC, VC, ANPR Fiber fault escalations from NOC to Field Engineers (FE) for quick restoration to avoid services or enterprise services being affected
  • Scheduling periodic maintenance (PM) and corrective maintenance (CM) for optimum network performance and reduce regular fault occurrence.

Network Operation Centre (NOC) Technician

Geonet Technology Limited (GTL)
08.2017 - 10.2018
  • Coordinating and ensuring that ground Technician have connected Safaricom Home Fiber Customers in Time and according to Safaricom Quality standards
  • Closing customer connections on Safaricom Remedy System to Enable Auto-Provisioning for Customer
  • Ensuring customers have received their password immediately, the Technician has finished with the installation
  • Ensure that quality maintenance is done to customers experiencing difficulties in Connecting to service i
  • E experiencing Low speeds on internet, Loss of Signal - LOS, Router Malfunctioning completely
  • Handling Customer complaints on phone and from Safaricom Line 400
  • Preparing daily reports on complaints received and tickets received, closed successfully, and those that are past SLA with respective reasons
  • Other shifts involved coordinating Field Engineers to attend to SDC Fault incidents occurrence, and this was done by constant monitoring of Safaricom systems at NOC office
  • Ensuring that Faults are attended to and restored within SLA agreed by Safaricom
  • Preparing daily reports on Incidences occurred during shift, their root cause, and resolution done by our engineers
  • These reports were later forwarded to Safaricom and Huawei, who are our clients
  • Ensuring that patrol team conducts routine checks on Fiber cable that we maintain, also ensuring that routine preventive and corrective maintenance are done properly and as per client standards.

Research Assistant (Market Research Department)

Consumer Insight Africa, Techno Mobile Kenya
01.2011 - 10.2017
  • Conducting computer Aided telephone interviews (Call Center) as per client specifications
  • Field interviews (face-to-face interviews) in companies and individuals
  • At The Grass Company, I conducted several market research projects on behalf of Safaricom e.g
  • Searching for favorite brand ambassador for Safaricom products, Mobile Tunes, Customer satisfaction Surveys and Transcriptions
  • Currently, I do customer satisfaction survey with Techno Mobile Kenya, This entails conducting phone interviews to collect problems and strengths on existing company products
  • Generating reports for reviews by the manufacturer of various products to meet enable the company to meet Customers needs.

IT Support/Media Assistant

Synovate Kenya (Now IPSOS Synovate)
05.2010 - 12.2012
  • Configured and installed new Microsoft Applications
  • Troubleshooting and resolving desktop support issues
  • Maintained up-to-date operating procedures inside the IT department
  • Performed off-hour help desk support
  • Created user accounts and managed access control of desktop and Network applications
  • Worked with hardware and software dealers to confirm well-timed product delivery
  • Maintained hardware and software record.

Education

BSC. - INFORMATION TECHNOLOGY

JKUAT
Nairobi, Kenya
01.2011

DIPLOMA - INFORMATION TECHNOLOGY

JKUAT
Nairobi, Kenya
01.2006

Skills

  • Self-starter with capability to work separately with minimum supervision
  • Outstanding customer relations and communication skills
  • Exceptional logic and problem-solving skills
  • Group effort and teamwork focused
  • Profound ability to follow instructions and finish work assignments as required
  • Windows Networking and Troubleshooting
  • Data Entry and Marketing Research
  • Microsoft Office - Access, PowerPoint, Word, Excel, Publisher

Communication Skills

Became a Technical support/Media Assistant supervisor the first four months of starting work Great leader between co-workers Constant training in computer specific programs developed a lot of personal projects

References

  • SAMMY MENACH, Project Manager Smart City Surveillance System Project, Huawei Technology Kenya, NAIROBI, 0711506528
  • DUNCAN NDIRANGU, Research Manager, Techno Mobile Kenya, NAIROBI, 0740156876
  • MOSES ROTICH, Delivery Operation Center Engineer, Huawei Technologies Kenya, NAIROBI, 0720 034433

Languages

English
Native or Bilingual

Timeline

Network Operation Centre (NOC) Technician

Huawei Technology
11.2018 - 01.2021

Network Operation Centre (NOC) Technician

Geonet Technology Limited (GTL)
08.2017 - 10.2018

Research Assistant (Market Research Department)

Consumer Insight Africa, Techno Mobile Kenya
01.2011 - 10.2017

IT Support/Media Assistant

Synovate Kenya (Now IPSOS Synovate)
05.2010 - 12.2012

BSC. - INFORMATION TECHNOLOGY

JKUAT

DIPLOMA - INFORMATION TECHNOLOGY

JKUAT

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KEN KIPKOECH CHERUIYOT