Moses Kiragu
Milwaukie,OR
Summary
Versatile management professional who excels in establishing excellent working relationships with customers, employees, vendors and contractors.
Overview
18
18
years of professional experience
Work History
IT Consultant
Tamo Homes
Milwaukie, OR
03.2022 - Current
- Primarily providing technical support for Adult Foster Homes (AFH) in greater Portland area.
- Facilitate in installing 3rd party management Software to enhance efficiency in the day to day operations of AFHs.
- Train staff in leveraging I.T resources for comprehensive functionality
Network Operations Center (NOC) Manager
Strong Technical Services (STS)
Atlanta, GA
03.2014 - 02.2022
- Oversaw day-to-day operational aspects of a 24/7 NOC made up of 14 Engineers between Omaha and Atlanta
- Maintained a detailed understanding of STS NOC managed service offerings, delivery processes and technical capabilities.
- Bridge between NOC Technical staff and Executive team to help realize and promote company’s goals
- Oversaw expansion to Australia and New Zealand markets supporting over 80 customers (250+ screens) during Covid time as their local support companies dissolved.
- Collaborated in drafting contract SLAs that enabled STS secure contracts with Multiple Customers including National Amusements, Alamo Drafthouse and Marcus among others.
- Oversaw the NOC budget to ensure the department remained profitable
- Orchestrated successful transition from Office to fulltime remote Support which increased productivity.
- Executed weekly, monthly and quarterly KPIs to maintain and promote optimum NOC performance.
- Handle complex escalations from NOC Lead Engineers
- Prepare ad-hoc reports for management as needed.
- Supervise NOC Teams by mentoring and training in established processes and procedures.
- Recruited, Coached and Interviewed potential hires. Trained employees; schedule and direct work; NOC team performance evaluations.
- Manage knowledge repository for policies & procedures on SharePoint
- Adheres to all company policies, procedures and business ethics codes and ensures that they are communicated and implemented within the team.
- Conduct, attend and participate as appropriate in staff meetings and other meetings as necessary.
- Conflict resolution
Network Operations Center (NOC) Lead Engineer
Strong Technical Services (STS)
Atlanta, GA
06.2011 - 03.2014
- Escalation point for entire NOC consisting of 16 Engineers. Reviewed all escalations prior to Salesforce Tickets being dispatched to Field service
- Responsible for leading NOC team and delegating tasks to ensure quality work is accomplished, and our client support cases are closed in a timely/efficient manner.
- Promptly dispatch service tickets with proper severities in observance with set SLAs.
- Responsible for training of both of NOC personnel in the Atlanta and Omaha offices.
- Work with upper management on assignments and delegate tasks to NOC team as needed.
- Attend/Call in to weekly meetings to discuss upcoming projects, lingering trouble tickets and updated procedures.
- Participated in interviews for potential NOC Engineers alongside NOC Manager.
- Periodically reviewed trouble tickets from Tier 1/2 Engineers.
- Successfully managed the deployment of remote Software upgrades to over 16000 nodes (Sony Projectors Heads and Servers) in the U.S and Canada each quarter.
- Running QA scripts QA post upgrades to address any lingering issues.
- Proactively monitoring all peripherals post upgrades to ensure optimal performance through Sony Device Monitoring Tool and Theatre Management platforms
- Configured and Managed Cisco ASA5505 Routers for over 300 contracted Theatres.
- Monitored content deployment (DCPs) with 3rd party vendors and resolved any underlying network related issues during transmission.
- Remote management of theatre Schedules and SPLs on a weekly basis and as assigned.
- Planned, prepared and executed Disaster Recovery and documented the findings
- Maintained a COE database for future reference on complex issues.
- Configured and customized Projectionist Station PCs to allow for remote control within the theatre network.
Network Operations Center (NOC) Engineer
SONY
Atlanta, GA
06.2010 - 11.2011
- Provide technical support for Sony on projection, audio, and auxiliary systems.
- Work closely with operations, project management, application development and support, security, and other engineering teams.
- Provide recommendations for system, application, and operational process and schedule changes.
- QA on theatre playlists to resolve errors to prevent any issues impacting screening.
- Ingesting DCPs and CPLs from distributors per assigned schedules.
- Coordinated dispatched tickets between the NOC and Field Group for prompt resolution.
- Liaise with Field Engineers in applying software patches and upgrades on servers, media blocks and projector heads.
Helpdesk Analyst
Convergent Media Systems
Atlanta, GA
06.2006 - 10.2010
- Provided Technical Support for all locations contracted by Premier Retail Network Services for their In-store TV Networks.
- Built, configured, and maintained Windows laptops and desktops for end users.
- Set up and maintain remote desktop connections through centralized server.
- Performed monthly maintenance by ensuring that operating systems were routinely updated with the required security patches including anti-virus software.
- Logged all tickets within Remedy and ensured timely resolution per SLAs
- Remote monitoring for all nodes connected to customer networks
- Prompt escalation on complex issues.
- Maintaining proper communication between Engineers, Field Service and customer throughout the lifecycle of Remedy Ticket.
Education
Bachelor of Science - Computer Science Technilogy
Savannah State University
Savannah, GA05.2006
Skills
Technical Skills/Certifications
- Windows and Linux OS
- Server Administration
- Windows Server 2008 12 16 19 22
- Proprietary Servers (Sony GDC Barco)
- Theatre Management Systems
- Cisco Switches
- MS Visio
- Salesforce Remedy
- Sharepoint Confluence
Functional Skills/Training
- Effective Communicator
- Team Player
- Leadership
- Negotiation
- Documentation
- Pragmatic Problem Solving
- Time Management
Timeline
IT Consultant
Tamo Homes
03.2022 - Current
Network Operations Center (NOC) Manager
Strong Technical Services (STS)
03.2014 - 02.2022
Network Operations Center (NOC) Lead Engineer
Strong Technical Services (STS)
06.2011 - 03.2014
Network Operations Center (NOC) Engineer
SONY
06.2010 - 11.2011
Helpdesk Analyst
Convergent Media Systems
06.2006 - 10.2010
Bachelor of Science - Computer Science Technilogy
Savannah State University
Additional Information
- AWARDS: *Dean's List-2010 *TOPS scholarship
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