Allan Wasike

Experience

• 

  County Government of Embu

  -

  Intern
• 

  Steminac Premier Technologies Limited.

  Apr 2022 - now

  Fiber Technician
• 

  SPTL

  Oct 2022 - now

  FTTx Fixed customer support Engineer

  1. Fixed Proactive customer level support and monitoring- Proactively picking individual downtimes anddegraded customer links, escalating and following upwith the maintenance partner to resolution.2. Fixed Schedule adherence - To ensure that allindividual raised tickets are scheduled, dispatched andattended to on time and customer progressivelyupdated.3. First line empowerment - To ensure that knowledgebase is updated and centrally availed for qualitytroubleshooting.4. Proactive usage experience support - To proactivelymonitor client issues.5. Performance Management - To guarantee the quality ofthe connectivity and services offered to customers.6. Service Level Management-To manage the relationshipwith vendors to ensure the customer gets value formoney.7. Receive and resolve first line escalations8. Escalate complex issues to NOC, fixed support teamsand partners.9. Addressing of fault/alarm from monitoring tools andsystems10. Fixed field force management11. Engagement of external Managed Service Providersfor trouble resolution.12. Customer progressive updates on the Incident status,Follow-up and link health check validation.13. Single customer incident Analysis and Update.To develop and analyze relevant daily/weekly/monthly reports on various keyaspects of the Fixed teams. Show less