Open to opportunities

Mercy Rono

@mercyrono

Message

I support FTTH and dispatch customer tickets, keeping services within SLAs.

Kenya

Message

What I'm looking for

I’m looking for a role where I can handle customer and network incidents end-to-end—dispatching tickets, troubleshooting connectivity, and coordinating NOC/field teams—so services stay within SLAs and customers are confidently supported.

At Savanna Fibre in Kenya, I handle inbound and outbound customer calls and manage ticketing from creation through resolution while ensuring SLA compliance. I troubleshoot FTTH installation, internet connectivity, service activation, and billing-related issues, then coordinate with NOC engineers and field technicians to restore service quickly.

Before that, at Decko Africa Limited (Safaricom Fiber to the Home / Airtel NOC), I carried out real-time NOC maintenance and incident/problem management to improve uptime and network performance. I worked with BSS, Transmission (DWDM, SDH, Ciena), and IP/MPLS networks, supported restoration and communication to stakeholders, and improved NOC documentation and procedures.

I’ve also supported FTTH dispatch and customer premise troubleshooting at Techminds Technologies and an earlier NOC internship role, including health checks, site acceptance participation, and performance monitoring. I bring strong ICT support habits from my industrial attachment—backups, hardware setup, and network (LAN) support—plus reporting using MS Office tools.

Experience

Work history, roles, and key accomplishments

Current

Home Customer Management Engineer

Current

Savanna Fibre Kenya

Jan 2026 - Present (7 months)

Handled inbound and outbound calls to assist customers with inquiries, service requests, and complaints. Managed ticketing system, scheduled technician visits, and ensured SLA compliance.

CRM Ticketing Systems FTTH Customer Support Troubleshooting SLA Management Dispatch

FTTH Dispatch and NOC Maintenance

Decko Africa Limited

Jan 2024 - Dec 2025 (1 year 11 months)

Performed real-time monitoring and resolution of network outages for Airtel NOC. Dispatched Safaricom FTTH tickets, managed installations, and ensured SLA compliance.

NOC Network Monitoring FTTH Dispatch SLA Management Incident Management BSS IP MPLS

FTTH Dispatch NOC

Techminds Technologies

Oct 2022 - Nov 2023 (1 year 1 month)

Dispatched Safaricom FTTH tickets, monitored network performance, and supported customer management engineers with installations and troubleshooting.

FTTH Dispatch Network Monitoring Customer Support Troubleshooting SLA Management

Project Manager Intern

Fireside Communications Limited

Jul 2022 - Oct 2022 (3 months)

Received fixed data requests from Safaricom and dispatched tickets to engineers. Provided strategic leadership for fixed network support and ensured service restoration.

Project Management Fixed Networks Fault Management Network Acceptance Reporting Risk Analysis