Mercy Rop

I am highly ethical, dedicated, forward thinking and result oriented. I can perform and meet deadlines with minimum or no supervision and have acquired high level of team working skills as well as communication and interpersonal skills. My aim is to secure a suitable position where the skills that I have acquired overtime can be fully utilized to make a positive change in the organization.

Support Engineer intern at Jamii Telecommunication from 1st February TO 1st August 2023.Below are some of the roles performed during the internship.

• Assisted clients with general support for hardware, peripherals, network connections, and external software.
• Escalated help desk tickets to Level 2 / Tier 2 support when outside the scope of L1/T1 technician support.
• Troubleshooting client complains through tickets raised\.
• Configuration of network elements during fault recovery process.
• Documenting incidences and resolutions using CRM.
• Network and bandwidth monitoring using monitoring systems ALLOT and Nms.

Recently completed Diploma in Electrical and Electronics Telecommunication at Kiambu Institute of science and Technology