Jeremiah Mukanda
Lusaka,Zambia
Summary
A bright, talented and ambitious Network operations Engineer with a strong technical background who possesses self-discipline and the ability to work with minimum supervision. An AWS certified cloud practitioner, Huawei HCIA security certified, Fortinate Network Security Associate also having completed the new CCNA (200-301) training course and currently doing a decertation for my Bachelor’s Degree in Computing. Exposed to a wide range of technologies and able to play a key role in diagnosing network connectivity problems. Demonstrated competence and experience in supporting ISP network infrastructure that includes fiber, wireless connectivity and server farms. Support of last mile customer connectivity including internet, MPLS and domains. I was recognized as a top performer in my previous role of a Service reliability Engineer at Inq Digital.
Overview
11
11
years of professional experience
9
9
years of post-secondary education
1
1
Certification
Work history
Network operations Engineer
Liquid Intelligent Technologies
2022.03 - Current
- Responsible for 24/7/365 proactive monitoring of all the customer/organization’s network nodes for problems from a central location
- To analyze service impacting incidents, perform troubleshooting and incident response on the system, communicate with designated PoCs and track problems through to resolution in a timely manner
- Support extends to ALL services provided to Liquid.
- · Proactive and comprehensive monitoring of the DWDM internet backbone infrastructure which runs from South Africa all the way to Congo.
- · Proactive and comprehensive monitoring of the Metro Network infrastructure throughout the country and ensure that there is high service availability of the nodes.
- · Ensure customers receive excellent and consistent service through established customer support practices
- · Investigate customers' service problems and ensure that they are resolved withing the shortest possible time.
- · Respond to customer queries in a timely and accurate way, via phone, ticketing system or chat
- · Provide customers with Reasons for Outages (RFO) within set timelines
- · Coordinate with third-party vendors, customer contacts, or other Liquid teams in fault resolutions using established escalation processes.
- · Track and document all incidents, calls and resolutions in detail, and compile incident reports
- · Update the ticketing system with accurate records of discussions or correspondence with customers, 3rd party vendors of internal Liquid teams.
- · Enforce configuration management and change management policies and practices
- · Coordinate with Liquid Engineers from other OPCOS in cases of any failure on the backbone infrastructure in the transit country.
Service Reliability Engineer
Inq Digital Zambia
2021.04 - 2022.03
- Responsible for 24/7/365 proactive monitoring of all the customer/organization’s network nodes and servers for problems from a central location
- To analyze service impacting incidents, perform troubleshooting and incident response on the system, communicate with designated PoCs and track problems through to resolution in a timely manner
- Support extends to ALL services provided to inq.
- Ensure customers receive excellent and consistent service through established customer support practices
- Respond to customer queries in a timely and accurate way, via phone, email or chat
- Provide customers with Reasons for Outages (RFO) within set timelines
- Coordinate with third-party vendors, customer contacts, or other inq. Teams in fault resolutions using established escalation processes.
- Track and document all incidents, calls and resolutions in detail, and compile incident reports
- Update internal databases with accurate records of discussions or correspondence with customers, 3rd party vendors of internal inq. teams
- Enforce configuration management and change management policies and practices
- • Offering support to cloud and Edge AI services
Enterprise Support Technician
Inq Digital Zambia (Africonnect)
2018.04 - 2021.03
- Provide effective technical support to Enterprise customers to ensure that services meet or exceed customers’ expectations for achievement of Africonnect business aims and objectives
- Troubleshoot and resolve network problems, offer best solution timeously, work with third party service providers and handle fault management and event notification and escalation as needed
- Actively Monitoring Core network devices and end users, report down times and assist in resolving Core network downtimes.
- · Confer with Team Leader regarding any concerns, affecting the ability to provide service to the customer.
- Respond to customer issues promptly via mail or on phone ensuring that the quality of service meets the standards of customer services.
- · Document all the customer reported incidents on the incident tracker.
- · Hand off or receive open ticket information during shift changes and facilitate knowledge transfer
- · Provide quality, timely service and advise to customers ensuring that all work meets the required standards of service.
- · Proactively communicate scope of work and all extra service charges to the customers to the required standards of Africonnect customer service.
- Offer 24/7 customer support
Broadband Technician
ZAMNET Communication system
2015.04 - 2018.03
- Troubleshooting and resolving broadband connectivity problems escalated by the customer support specialists
- Carry out site surveys for prospects and producing comprehensive reports of what is required to connect the customer.
- Configure customer terminal equipment in accordance with ZAMNET best practices
- Installation and administration of equipment at the base stations
- Carrying out maintenance works on all the base stations and making sure that they functioning properly
- Monitoring the core network in all the points of presence
- Carry out structured cable networks (LAN) installation and maintenance.
Technical customer support Specialist
ZAMNET Communication system
2013.05 - 2015.03
- Providing advice, support and practical assistance to system users via the IT service desk telephone system and remote support software tools
- Logging and processing support issues via telephone or email whilst ensuring a high level of customer service.
- · Troubleshooting client’s internet connectivity problems with fixed wireless and NLOS on phone and sometimes at the client’s site as assigned by my supervisor.
- · Help clients to configure emails on their computer and other devices and troubleshooting emails problems.
- · Logging all customer queries in the ticketing system and keeping track of the queries until they are resolved.
- · Escalating all queries beyond the scope to the broadband technicians and network specialists.
- · Provide technical support to internal personnel.
- · Monitoring the core network in all the points of presence.
Education
Bachelor of Science in computing - Information Technology
Cavendis University
Lusaka, Zambia 2021.01 - 2023.12
Network Security Associate NSE 1, NSE2 and NSE 3 -
Fortinate NSE Training Institute
2021.02 - 2021.03
HCIA Security -
Huawei Training Centre
2021.04 - 2021.05
AWS certified cloud practitioner -
Amazon Web Services
2020.11 - 2020.12
CCNA 200-301 certificate of completion -
Network walks
Dubai - United Arab Emirates 2020.04 - 2020.06
Diploma in computer Studies - Information Technology
Evelyn Hone College
Lusaka, Zambia 2009.01 - 2011.12
Grade Twelve School certificate - Secondary School Certificate
Kabulonga Boys High School
2005.01 - 2007.12
Skills
- Network Administration
- System Configuration
- Security Management
- Technical Support
- Troubleshooting
- Documentation
- Team Collaboration
- Hands on skills of troubleshooting MPLS/VPN networks
- Good communication
Personal Information
- First Name: Jeremiah
- Last Name: Mukanda
- Nationality: Zambian
- Marital Status: Single
Certification
- Valid Driver’s license
- Member of the Engineering Institution of Zambia - EIZ
REFERENCES
Mr. Daniel Kalonga
Digital Sotutions Manager at Inq
Cell 0976555982
Email: daniel.kalonga@inq.inc
Mr. Lazarus Tute
Managing Director at ZAMNET
Cell: 0977809728
Email: lazarus.tute@zamnet.zm
Mr. Obed Phiri
Senior ICT Officer at Zambia National Airports
Cell: 0978355234
Email: obed.phiri@zacl.aero
Timeline
Network operations Engineer
Liquid Intelligent Technologies
2022.03 - Current
Service Reliability Engineer
Inq Digital Zambia
2021.04 - 2022.03
HCIA Security -
Huawei Training Centre
2021.04 - 2021.05
Network Security Associate NSE 1, NSE2 and NSE 3 -
Fortinate NSE Training Institute
2021.02 - 2021.03
Bachelor of Science in computing - Information Technology
Cavendis University
2021.01 - 2023.12
AWS certified cloud practitioner -
Amazon Web Services
2020.11 - 2020.12
CCNA 200-301 certificate of completion -
Network walks
2020.04 - 2020.06
Enterprise Support Technician
Inq Digital Zambia (Africonnect)
2018.04 - 2021.03
Broadband Technician
ZAMNET Communication system
2015.04 - 2018.03
Technical customer support Specialist
ZAMNET Communication system
2013.05 - 2015.03
Diploma in computer Studies - Information Technology
Evelyn Hone College
2009.01 - 2011.12
Grade Twelve School certificate - Secondary School Certificate
Kabulonga Boys High School
2005.01 - 2007.12