Catherine Muiruri

I am a versatile and responsible Electrical and Telecommunications engineer with sound knowledge of transmission and IP network technologies. Seeking a responsible technical position with a view to utilize my skills towards professional growth and development. Goal is to affect positive change in company using experience and proven management skills. Possess a positive attitude and high degree of integrity for exceptional customer service.

NOC ENGINEER

• Provide remote technical assistance to field teams and ensure that field works are implemented without impacting the network health.
• Manage incidents and network performance within SLA's, OLA's and KPI's. Ensure SLAs are achieved, and client expectations are met.
• Applying problem-solving skills to resolve customer inquiries and escalate using appropriate channels when necessary.
• Using the monitoring tools (Tejas NMS/PRTG/Cacti/ WIOCC Hub and NetSuite) to diagnose and troubleshoot network failures. Validating alarms from monitoring tools for downtime reporting and for raising trouble tickets.
• Interface directly with service providers, customers, field engineers, and field service co-ordinators to troubleshoot and resolve network-related issues.
• Solve transmission and IP network issues and providing troubleshooting solutions for the fault experienced by the client.
• Proactive network monitoring and alert encompassing timely fault detection, accurate ticketing and alerting, active fault resolutions follow-up and updates using our alert platforms accurately and as required (Skype, Calls, Emails etc.)
• Manage network maintenance, both emergency and planned in co0002ordination with other departments involved.
• Provided 24/7 2nd level technical support for both transmission (SDH/WDM/OTN/MPLS-TP/Ethernet) and IP (BGP, ISIS, MPLS, VPN, VLANS) networks.
•  Assist Service Managers to approve the reason for outage reports and service improvement plans.
• Ensure transmission operational availability to support customer traffic and better user experience.
• Maintain high transmission systems availability to support customer traffic.
• Escalate to vendors persistent network issues and followed up to resolution.
• Analysed network KPIs, logs and warnings and initiated corrective measured to resolve complaints and faults.
• Handle second line fault escalations and maintain high network availability.

BACHELOR OF SCIENCE IN ELECTRICAL AND TELECOMMUNICATION ENGINEERING