Mukupa Mwaba

Monitored network and power alarms to ensure system stability and identify potential issues, proactively monitoring site status and performance. Created and managed trouble tickets, tracking progress and coordinating with field Engineers to troubleshoot and resolve network and power-related issues. Provided support to customers regarding network issues and remote access requests

Responded promptly to issues, opening and updating tickets while providing regular status updates on the Core network infrastructure. Identified and responded to recurring problems on the network, liaising with third-party suppliers and Engineers for resolution. Ran daily and monthly reports, compiling them for team and management review.

Monitored Africonnect’s Core Network Performance and Capacity, advising Engineers and management on necessary changes and upgrades. Raised Incidents (Tickets) in the CRM Incident Management Software for all recorded network faults. Identified and responded to faults on the network, consulting with third-party suppliers and handling escalations through to resolution.

Acted as the primary point of contact for outages and escalations, assigning incidents to Managers for all emergency network issues. Assisted the Network Engineering and Corporate Support Team with installation and configurations of network devices and software. Collaborated with high-end customers and suppliers like MTN, Airtel, Zamtel, Zesco, and Liquid Telecom to ensure Service Level Agreements

Handled installations and deployments of client Cisco Switches and Routers, including configuring and installing Customer Premises Equipment (CPEs). Conducted on-site installation of client Wireless Access Points and troubleshot all Internet connectivity problems in Local Area Networks (LAN) and Wide Area Networks (WAN). Installed, configured, and troubleshot Motorola Next-net (CPEs), Motorola Can

Attended to incoming calls and responded to customer emails, managing and resolving customer complaints effectively. Identified and escalated faults to Field supervisors for onsite resolution, researching and resolving complaints using applicable software. Documented all calls and queries according to standard operating procedures, recognizing and alerting Management to trends in customer interact

Set up hardware and installed software and drivers on client computers, performing maintenance and repair of technological equipment like routers and peripheral devices. Installed and managed well-functioning LAN/WAN and other networks, including components like servers and IPs. Managed security options and software to maintain privacy and protection from attacks, performing regular upgrades to en

Currently pursuing a Bachelor of Information Technology degree. Focusing on core IT concepts and principles relevant to modern computing environments.

Completed a Certificate program specializing in Networking. Gained practical skills and obtained certifications including CCNA, MCSE, CompTIA N+, and CompTIA A+.

Obtained a Diploma in Computer Science and Information Processing. Studied foundational concepts in computing, programming, and data management.

Completed secondary education, earning the General Certificate of Education (GCE). Covered a broad curriculum across various academic subjects.