Davis Kirui

Network Operations & Monitoring

• • Monitor and maintain ICT infrastructure (GPON, MPLS, FTTx networks) across multiple sites using PRTG, SolarWinds, and SNMP-based NMS platforms, ensuring 24/7 system availability

• • Provide 24/7 NOC monitoring and support in a shift-based environment, ensuring SLA adherence and timely fault resolution

• • Configure and maintain network devices including routers, switches, firewalls, and wireless systems

Troubleshooting & Fault Resolution

• • Troubleshoot Layer 1–3 issues using OSI model methodologies, covering IP addressing, subnetting, DNS, DHCP, WAN, LAN, WLAN, MPLS, and VPN environments

• • Perform real-time system performance analysis, troubleshoot hardware and network faults, and document problems and resolutions for future reference

• • Conduct Root Cause Analysis (RCA) on recurring system faults and implement corrective controls; maintain comprehensive incident and change management records

• • Log, track, and resolve incidents using ticketing systems

Infrastructure & Service Management

• • Manage ISP links including fiber, wireless, P2P, and P2MP connections; coordinate with ISPs and vendors during escalations

• • Provision new client connections including IP assignment, device configuration, and service activation for enterprise and residential customers

• • Perform firmware upgrades, system patching, and routine software updates to ensure network stability and security

Change & Maintenance Coordination

• • Coordinate planned maintenance activities and system change implementations, ensuring minimal disruption to operations

• • Collaborate with multi-disciplinary teams (field engineers, vendors, management) to escalate and resolve infrastructure issues

Documentation & Reporting

• • Develop and review Standard Operating Procedures (SOPs), technical configuration documentation, and knowledge base articles

• • Prepare and distribute regular system performance reports and KPI summaries for management review

Customer Support & Issue Resolution

• • Acted as the first point of contact for customer technical inquiries via inbound calls, email, chat, and other approved channels

• • Troubleshot and resolved common service issues independently, ensuring timely and effective resolution

• • Escalated unresolved or complex issues to NOC Support specialists in line with escalation procedures

• • Ensured adherence to Service Level Agreements (SLAs) and quality standards

• • Maintained a professional, empathetic, and customer-focused approach at all times

Mobile Client Support (4G)

• • Provided frontline support to 4G mobile customers for network connectivity issues, signal problems, and service interruptions

• • Assisted customers with payment queries, account balances, and billing discrepancies

• • Guided customers through mobile network settings, APN configuration, and device setup to restore or activate data services

• • Managed SIM card-related requests including replacements, activations, deactivations, and account updates

• • Troubleshot mobile data and bundle issues including failed activations, incorrect deductions, and connectivity failures

Account Management

• • Validated customer requests and ensured accurate system configuration before service activation

• • Accurately documented all customer interactions, issues, diagnostics, and resolutions in the ticketing system

• • Communicated clearly with customers regarding technician schedules, arrival times, and service restoration updates when they call

Network Design & Deployment

• • Designed and deployed customized end-to-end network solutions using a multi-vendor stack including MikroTik, Ubiquiti, Grandstream, Tenda, and TP-Link

• • Engineered Point-to-Point (P2P) and Point-to-Multipoint (P2MP) wireless backhaul links using high gain transmitters and receivers to extend network reach

• • Implemented enterprise-grade Wi-Fi solutions using Grandstream and Ubiquiti Access Points, optimizing coverage through heat mapping and RF channel interference analysis

Routing & Traffic Management

• • Configured MikroTik routers for advanced traffic management, including Hotspot gateway deployment, PPPoE server setup, and bandwidth queuing

• • Managed network security and optimization including firewall filtering, NAT rules, and systematic firmware management across diverse hardware platforms

Customer Premises & Last-Mile Support

• • Provisioned and maintained customer premises equipment (CPE), delivering end-to-end technical support from the core network to the last-mile edge

• • Provided on-site and remote troubleshooting for residential and SME clients, ensuring minimal downtime and high service reliability