Jacklyne Korir

Experience

• 

  Kenya Power

  Jun 2014 - Aug 2014

  • IT Intern

    Jun 2014 - Aug 2014

  • IT Intern

    Jun 2014 - Aug 2014
• 

  Safaricom PLC

  Jun 2015 - Sept 2015

  Network Operations Center Engineer

  • Worked in fast paced 24x7 operational NOC team responsible for level-1 incident response of RAN network faults, incidents and alerts.• Monitoring the health and performance of the power supply system such AC Mains, Generators, Batteries serving GSM Base Transmission stations and respond to incidents/alerts whenever they arise quickly and efficiently.• Use of Temip Network monitoring tools for alerts and identify issues on the network.• Working with REMEDY Ticketing system and documentation tools to create, track and document incidents and generate reports.• Investigate and resolve issues or, depending upon complexity, raise the issue to higher-level field engineers or, third party support teams. • Document day to day processes & incident reports and develop, create and improve runbooks from lessons learned when resolving tickets and issues so as to apply those lessons in future incidents.• Site access management which involved ensuring those logged into field sites have authority to access the site. Show less

• 

  Elris Communications Services Limited

  Oct 2017 - Dec 2017

  Intern

  PtP links - Bespoke Transmission- PtMp - WIMAX ,Fttx,WiFi- Fibre splicing, termination, testing and maintenance- Microwave Transmission-Carrying out support & preventive maintenance for the enterprise customers.

• 

  Elris Communications Services Limited

  Feb 2018 - Feb 2020

  Network Field Technician

  • Worked in 24x7 deployment and support team responsible for supporting large-scale, enterprise-class networks(ISP).• Installation, management, and termination of UTP and Fiber optic cables with respect to cabling infrastructure standards, best practices, and methodologies.• Troubleshooting cabling infrastructure connectivity issues, • Basic configuration and maintenance of all Customer Premise Equipment(CPE) such as antenna, routers • Troubleshooting networking, routing and inter connectivity issues• Basic Configuration and troubleshooting of routing protocols such as BGP, OSPF, EIGRP on the enterprise network using Cisco Command Line protocol.• Setting basic network security measures on CPEs and working on firewalls such as Sophos, checkpoint, etc.• Working on Layer 2 switching and IP routing involving VLANs and STP to help clients identify and resolve LAN connectivity issues and troubleshoot network devices configurations and low to mid-lev• Participate in software and hardware upgrade and new rollout of antenna for various technologies such as Microwave point-to-point, WiMAX & LTE.• Work closely with customers during problem resolution and exercise excellent judgment and analytical skills so as to find the most suitable solution while keeping in line with standards and best practices. Show less

• 

  BROADBAND COMMUNICATION NETWORKS LTD

  Apr 2021 - now

  Technical Support Team Lead

  ● Work in a regional team of Field Engineers that provide 24/7 onsite support in a fast-paced ISP network as the team lead.● Use of Solar Winds Network monitoring tools for alerts and identifying issues on the network.● Monitoring the health and performance of the Clients’ CPE and responding to incidents/alerts whenever they arise quickly andefficiently.● Working with Remedy Ticketing system and documentation tools to create, track and document incidents and generate reports.● Organize. monitor and optimize technical teams for the cost-effective delivery of scalable and reliable service up to 90% SLA and ensure maintenance of technical skills and good customer service.● Collaborate with my team members to ensure that decisions align with the overall Enterprise Support Services objectives and goalsand expectations are communicated clearly both written and verbally.● Investigate and resolve issues that do not require site visits or, depending upon complexity, raise the issue to field engineers.● Handling any customer complaints and identifying gaps and opportunities to be able to provide a better experience to the clients. Show less