Hi, I’m
Johnbosco Sila
Nairobi,Florida
Summary
Detail-oriented Network Engineer committed to improving system design and operations for reliable workflow management. Researches and implements budget-conscious security and encryption solutions to protect user privacy and increase overall network health. Creates easy-to-follow guidelines and troubleshooting documentation for non-technical staff. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Experienced Network Engineer with over 12 years of experience in Telecommunications Industry. Excellent reputation for resolving problems and improving customer satisfaction.
Overview
15
years of professional experience
4
Certification
Work History
Safaricom Public Limited
Service Deployment and Integration Engineer
07.2019 - Current
Job overview
- Analyzed and designed specifications used for enhancements and extensions in applications, interfaces and mappings.
- Proposed and created system design models, specifications, diagrams and charts to provide direction to peers.
- Collaborated with functional management team and business users to refine scope and high-level business requirements for major projects.
- Consulted and negotiated with internal stakeholders to develop sound regulatory positions.
- Established and implemented policies, procedures and technologies to support system integrity.
- Recommended system modifications to improve efficiency, reliability and performance.
- Liaised with production support team to coordinate production issues and opportunities for improvement.
- Leveraged third-party applications and middleware to develop integrations.
- Attended meetings and took on leadership role as point of contact or stakeholder for projects.
- Installed, configured, tested and maintained operating systems, application software and system management tools.
- Worked closely with customers, internal staff and other stakeholders to determine planning, implementation and integration of system-oriented projects.
- Provided 2nd and 3rd level technical support and troubleshooting to internal and external clients.
- Monitored and tested application performance to identify potential bottlenecks, develop solutions, and collaborate with developers on solution implementation.
- Resolved issues related to operational components for LAN, WAN and voice systems.
- Defined enterprise processes and best practices and tailored enterprise processes for applications.
Safaricom Public Limited
Network Operations Center Engineer
06.2017 - 06.2019
Job overview
- Identified and categorized equipment issues, responding to calls-for-service to maintain NOC effectiveness.
- Monitored and maintained network and software components according to established guidelines and best practices.
- Coordinated and documented preventive, proactive and corrective maintenance requirements.
- Coordinated installation, testing and implementation of network operation equipment, physical facilities and infrastructure.
- Provided regular status updates to customers regarding open tickets.
- Planned and oversaw scheduled infrastructure upgrades and integration to respond to organizational demand.
- Worked closely with customers, internal staff and other stakeholders to determine planning, implementation and integration of system-oriented projects.
- Provided 2nd and 3rd level technical support and troubleshooting to internal and external clients.
Safaricom Public Limited
Enterprise Customer Support Engineer
01.2014 - 05.2017
Job overview
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
- Generated reports to track performance and analyze trends.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Maintained servers and systems to keep networks fully operational during peak periods.
- Developed and implemented preventive maintenance procedures.
- Installed, configured and maintained computer systems and network connections.
- Carried out day-day-day duties accurately and efficiently.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Worked flexible hours; night, weekend, and holiday shifts.
- Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment.
Safaricom Public Limited
Enterprise Service Desk Technician
01.2009 - 12.2013
Job overview
- Eliminated inefficiencies by educating and training new employees on best practices and customer care procedures.
- Diagnosed and troubleshot hardware, software and network issues.
- Researched and identified solutions to technical problems.
- Configured hardware, devices, and software to set up work stations for employees.
- Monitored system performance to identify potential issues.
- Configured and tested new software and hardware.
- Generated reports to track performance and analyze trends.
- Offered assistance in implementing and developing training programs.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Assisted call-in customers with questions and orders.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Built long-term, loyal customer relations by providing top-notch service and detailed order, account and service information.
- Educated clients on account services and resolved client inquiries regarding statement information and account balances.
- Resolved concerns with products or services to help with retention and drive sales.
- Logged call information and solutions provided into internal database.
- Created customer profiles by answering questions and providing tailored experiences based on interests and agendas.
- Achieved long-term business objectives by analyzing customer feedback for process improvements.
Education
MOI UNIVERSITYKENYA
Bachelor of Science from Physics And Mathematics
10.2007
University Overview
- Awarded First Class Honors
- Member of Karate Do Club
Skills
- Cisco IOS
- Web Applications
- Preventative Maintenance
- Business Intelligence Project Management
- Problem Analysis
- Wide Area Network (WAN)
- Team Training
- System and Network Security
- Complex Problem-Solving
Certification
- CISCO CCNA, CCNP, CCIE(Written)
- FORTINET NSE1 and 2
- Asigra Certified Cloud Associate
- Amazon Cloud Practitioner
- Red Hat Certified System Administrator (RHCSA)
- ITILv3
Timeline
Service Deployment and Integration Engineer
Safaricom Public Limited
07.2019 - Current
Network Operations Center Engineer
Safaricom Public Limited
06.2017 - 06.2019
Enterprise Customer Support Engineer
Safaricom Public Limited
01.2014 - 05.2017
Enterprise Service Desk Technician
Safaricom Public Limited
01.2009 - 12.2013
MOI UNIVERSITY
Bachelor of Science from Physics And Mathematics
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