Michael Owambo

Experience

• 

  Kenya Revenue Authority

  Jun 2011 - Aug 2011

  IT Support Intern

   Assisted in installation and configuration of tax management systems; Service support and troubleshooting of KRA systems; LAN maintenance and troubleshooting Printer Installation and configuration Configuring client machines to the domain. Installation and configuration of Lotus Mail. End User support

• 

  Safaricom

  Jun 2012 - Aug 2012

  Oracle Property Management Internship

   Underwent oracle property manager training Lease administration using oracle property manager Lease payment scheduling using oracle Data management in oracle

• 

  Telkom Kenya - Orange

  Sept 2012 - May 2014

  Customer Support Engineer

   IP/MPLS troubleshooting and support Documentation of customer solutions Business VPN corporate customer support Network monitoring and troubleshooting Report on Customer SLA performance Point to point links network support ISP & IP support Proactive monitoring and communication of service outages Ticketing, reporting and escalations of IP/MPLS trouble tickets Troubleshoot and resolve tickets on customers issues raised Perform root cause analysis on issues to avoid recurrence Preparation of daily & weekly Customer reports Follow up with field technicians and relevant NOC teams on ticket resolution  Analyze and approve work orders in relation to business impact and Customer SLA Customer Incident management Liaise with Service managers, customer care and relevant technical teams to ensure maximum customer satisfaction and service delivery Joint troubleshooting with Customers  Update customer care with resolution feedback and any network incidences Document and update every ticket resolution milestone Recommend and review customer solutions for maximum service availability Serve as a Technical entry point to the customer. Expertise advice on alternative solutions for customers to curb outstanding outages Show less

• 

  Safaricom PLC

  Jun 2014 - now

  • Architect and design Enterprise Customer solutions in line with best practices to ensure they meet Enterprise customer requirements• Lead Senior Solution Architects and support Enterprise Customers in designing and selling these services• Work closely with EBU product teams, Technology Team to evaluate the viability of vendor products for the EBU IOT, ICT, Connectivity and integrate products into solution plays, driving systems integration and implementation approaches.• Drive managed security products go-to market and uptake in theEnterprise market.• Define, analyze and periodically review the Enterprise security strategy and roadmap based on the evolving threat landscape and ensure risks identified are mitigated• Participate in definition of security by design requirements and acceptance criteria for new Enterprise customer solution• Draft, evaluate and respond to Vendor and Enterprise Customer RFIs/RFPs• Liaise with Supply Chain in the procurement process of Enterprise solutions/systems.• Participate in the technical evaluations for systems that run Enterprise platforms.• Implement Test, Deploy and Commission new systems for Enterprise customers.• Recommend major upgrades where required and liaise with the operations team when doing the upgrades especially if it affects the design/architecture of the Enterprise support system• Ensure all Enterprise technology and processes implemented are continually improved to maximize on their returns• Manage all aspects of projects and vendor related issues in line with best practices• Define metrics and reports periodically that clearly demonstrate value to the enterprise customers.• Conduct research and development/intelligence on new areas in ICT, IOT, connectivity and present them for sensitization and knowledge transfer to other team members/staff• Ensure all Enterprise systems implemented have high availability and disaster recovery in accordance with best practices• Lead Senior Solution Architects. Show less Champion SDWAN architecture, deployments, support and adoptionSupport managed security services, ICT & IOTHandle escalations from Safaricom Enterprise Platinum customers, its partners and Safaricom special projects;Research, review and recommend emerging technologies and innovative customer solutions and liaise with stakeholders for technology adoption to maximize service availability;Oversee fixed data partner engineers support and effectively liaise with internal subject matter experts-level 3 support to diagnose, troubleshoot, and repair complex customer issues;Perform capacity monitoring and reporting on individual client circuits as well as network resources;Perform scheduled preventive maintenance for proactive support for platinum customers;Perform root cause analysis on issues to avoid recurrence;Employ Data science analytics tools to simplify and Analyze Enterprise Edge IP network logs to resolve and report running faults before they become service affecting.Lead Digital Empowerment of Customer facing teams to improve customer SLA and significantly reduce BAU escalations to Backend Infrastructure team.Lead agile collaboration activities with digital NOC team and participate in End to End EBU automation project squad.Optimize and monitor alerts on the Enterprise IP core and follow up on resolutions.Fix network faults on the transport network serving the Enterprise IP network in co-ordination with the regional networks Ops team.Co-ordinate proactive exercises on solutions offering to customers to ensure optimal performance and reduce possibilities of service outages in co-ordination with internal backend teamsLiaise with vendors and fiber providers for resolution of the network faults within the agreed timelines.Track QOS affecting parameters e.g. utilization and latencies on the last mile network serving enterprise customers and ensure proactive resolutions. Show less Enterprise network SupportRouting technologies i.e. BGP, EIGRP & OSPFWimax 16d & 16e and Fiber troubleshootingMicrowave Technologies: Bespoke, Radwin, Ceragon & Cambridge.IP/MPLS, P2P & Internet troubleshooting and supportDomain, & webhost supportEmail relay and propagation supportAPN & IPsec TSHOOTUnified Communication (Cisco & Huawei)SIP over MPLS & SIP over InternetCisco & Huawei device configurationCisco Service Provider Edge Routers i.e 7600 series, ASR 900 series & ASR9K series Show less

  • Manager - Enterprise Solutions & Design

    Nov 2022 - now

  • Senior Engineer - Enterprise Platinum Support

    Mar 2019 - Oct 2022

  • Engineer - Enterprise Technical Support

    Jun 2014 - Feb 2019