Open to opportunities

Carol Ajuoga

@carolajuoga

Message

Dynamic Technical Support Engineer with expertise in network management.

Kenya

Message

What I'm looking for

I am looking for a role that offers opportunities for growth, collaboration, and the chance to tackle complex network challenges while contributing to a customer-focused team.

I am a dynamic Technical Support Engineer with over 4 years of dedicated service in a robust service provider setting. My proficiency lies in providing comprehensive network support, managing provisioning processes, and overseeing orders with precision. I have demonstrated expertise in navigating complex network environments and collaborating effectively across teams and with diverse vendors. I am committed to maintaining peak network performance and uptime while championing process refinement and automation for streamlined operations.

Throughout my career, I have proactively identified and resolved network bottlenecks through log analysis, significantly improving network stability and uptime. My customer-centric focus has enabled me to prioritize and anticipate customer needs, delivering tailored solutions that enhance satisfaction and loyalty. I have effectively managed high-priority incidents during on-call rotations, ensuring minimal network downtime during critical periods, and have contributed to knowledge-sharing initiatives that enhance team efficiency.

Experience

Work history, roles, and key accomplishments

Current

Technical Support Engineer

Current

NTT Global MEA

Jul 2023 - Present (2 years)

Maintained accurate documentation of network configurations, changes, and procedures, preparing reports on network performance, incidents, and resolutions. Provided Level-2/3 support and troubleshooting to resolve network faults with customer and NOC team, recommending network changes based on analysis of logs and alarms for optimal network performance.

Documentation Vendor Management Team Collaboration Network Protocols Log Analysis SLA Management

Network Support Engineer

Jamii Telecommunications Limited

Dec 2020 - May 2023 (2 years 5 months)

Diagnosed and troubleshot network faults, performing mitigation and curative measures for both customer and network facing issues. Monitored and managed GPON, SDH, Core/IP-MPLS, CESR network, 4G RAN/core network, and power system alarm events, ensuring service uptime and performance.

Troubleshooting GPON MPLS 4G RAN Network Management SLA Management Customer Relationship Management Data Analysis

Engineering Attache at Air Navigation Systems

Kenya Civil Aviation Authority

May 2019 - Sep 2019 (4 months)

Maintained and installed antennas to improve airplane to air-tower communications, including UHF Antennas for distance-measuring equipment and transponders. Conducted weekly inspections of VHF Omnidirectional Ranging (VOR) systems to provide accurate azimuth information for aircraft navigation.

VOR Systems Navigation Aid (NAVAID)Data Automation Analytical Skills Problem Solving Technical Support

Education

Degrees, certifications, and relevant coursework

University of Nairobi

Master of Science, Information Systems

Currently pursuing a Master of Science in Information Systems. This program focuses on advanced topics in information technology and systems management.

Kenyatta University

Bachelor of Science, Telecommunications and Information Technology

Completed a Bachelor of Science in Telecommunications and Information Technology. The curriculum covered essential aspects of telecommunications, networking, and information systems.