Meshack Okundi

Meshack Okundi

$25/hr
Network Engineer, Fortinet Firewall Engineer,
Reply rate:
-
Availability:
Part-time (20 hrs/wk)
Age:
31 years old
Location:
Nairobi, Nairobi, Kenya
Experience:
6 years
Meshack Randy Okundi P.O BOX- Nairobi Mobile No. - Email:- PROFILE SUMMARY Highly Proficient and experienced SENIOR TECHNICAL SUPPORT ENGINEER with 6 years' experience working in a Customer Focused Organization sorting out immediate Customer issues and providing IT Solutions. A Cisco CCNA Certification holder with deep understanding and troubleshooting prowess in Cisco Routing, Switching and Security technologies over other Security vendor Fortinet and Sophos. Now seeking a challenging and rewarding managerial role to make an impact in your organization. TECHNICAL SKILLS Network Security: Expert in Configuring Fortinet, Sophos & Cisco ASA Firewalls. Network Concepts: Experienced networking concepts and routing and switching Protocols BGP, OSPF, ISIS, NAT, IP Addressing, QOS, MPLS, SD-WAN etc. Network Design: Designing and Implementation of Enterprise, Corporate and Customer LAN & WAN networks. Monitoring Tools: Knowledge of Monitoring tools like Zabbix, Nagios, MTRG & PRTG, Solar Winds, Cacti, Fenix, Smoke Ping, Weather Map and Splunk. CRM Systems: Excellent and Accurate use of Customer Relationship Management (CRM) applications like ISPIC, Siebel and Microsoft CRM. Mail Technologies: Understanding of mail application and protocols i.e. Mdaemon, Hosted Exchange, Shared Hosting, Microsoft Exchange, SMTP, POP, FTP, DNS etc. Infrastructure Technologies: Knowledgeable in service provided infrastructure technologies like Wireless Motorola Canopy, Radwin, and WiMAX & VSAT Technology. Fiber Technology, Metro Ethernet, GPON. Operating Systems: MAC, Windows and Linux PC and Server administration skills. Designing Installations and Troubleshooting LAN and WANs. Computer systems hardware and software maintenance. Office 365 basic administration Basic ERP administration SOFT SKILLS Planning and Organization. Communication and Inter-personal skills. Leadership Skills Problem Solving and Decision making Collaboration and Team work Creative and Critical Thinking Negotiation Skills WORK EXPERIENCE Internet Solutions KenyaSenior CSOC Support Engineer June 2019 – Present Responsibilities Troubleshooting IS Nigeria and Ghana client issue, dealing with escalated issues till resolution. Receive support Escalations queries through available channels, diagnose, identify, isolate and resolve connectivity, communications, cloud issues. Troubleshoot and resolve Escalated cases by the intermediary, team leaders and management. Proper documentation of site visits Requests and liaising with the Filed Team Engineers and Contractors. Identification and documentation of Training materials for intermediary Engineers. Training and upskilling intermediary Engineers. Attending Technical and Service review meetings for client to identify the problems they are facing and identify any solution gap. Implement an initiative to improve client experience based on VOC feedback. Perform assigned SIP (Service Improvement Projects) cases as per defined SLAs. Performing special projects undertaken by the Solutions Architecture, Network and Projects team. Undertaking Quality management for circuits from the projects team before handover to support. Undertaking any other tasks requested by the client. i.e. Configuring and troubleshooting enterprise applications. Internet Solutions KenyaTechnical Support Engineer April 2014 – May 2019 Responsibilities Receive support queries through available channels, diagnose, identify, isolate and resolve connectivity, communications, cloud issues. Periodic reviews, follow ups and update of client faults on the ticket management systems like ISPIC & Siebel and ensure resolution within SLA. Resolve clients technical fault in a timely manner ensuring their expectations is properly managed. Following up with the Vendors/Last Mile provider to troubleshoot P2P MPLS VPN links Troubleshooting Network related fault i.e. Link down, latencies, intermittent service Monitoring, maintaining and troubleshooting Wide Area Network (WAN), Local Area Network (LAN) and P2P Links. Configure and troubleshoot client Security devices such Cisco ASA, Fortigate & Cyber Roam. Troubleshooting Metro Ethernet Fiber and GPONs and Alcatel-Lucent Routers. Work with third party Last Mile Infrastructure providers (LTK, JTL, Safaricom, Seacom) and other Internet Solutions partners to resolve network faults as per the agreed SLA.  Works with internal Networks, System engineering teams, senior support engineers, team leader to identify and isolate root cause and support implement of solutions that have not been solved. Achievements Special recognition have Dedicated Top performer for financial year 2015/2016/2017 in all quarters. Involved in both Sameer and Uganda Kampala POP Upgrade exercises as a configuring and auditing engineer. This exercise increased capacity and performance which averted 30% of client churns hence retaining revenue. Resolved 90% of customer issues within the 4 Hours SLA. Most of these issue ranged from link Downs, Intermittent services, disconnections etc. Trained fellow junior engineers on the layout, designing and troubleshooting of the OSFW Fortinet security product. Internet Solutions KenyaKey & Strategic Support Engineer January – March 2017 Responsibilities Provide technical support to a dedicated a pool of High billing customers. Manage client’s expectations of response time and issue resolution through accurate and timely feedback to existing and prospective customers about the services offer by Internet Solutions Kenya. Ensures proactive scoping of the technical solutions required in order to address customer requirement, assesses client met and unmet needs, and recommends solutions that optimize value for both customer and company. Monitors the changing needs of the partner clients in service delivery and improvement by liaising with internal and external customers to identify areas of improvement and make recommendations for service improvement and implementing those improvement to the satisfaction of internal and external customers. Provide accurate and timely feedback and reports to partner clients and the line managers as may be required from time to time. Manage client’s expectations of response time and issue resolution through accurate and timely feedback to existing and prospective customers about the services offered by the organization. Achievements Improved Customer satisfaction to 80% during tenure as a Key and Strategic Technical Support Engineer. Solved client’s issues within SLA. Prevented a churn of Kshs 900,000 MRR client by resolving their perennial recurring Firewall Authentication issue. Internet Solutions KenyaTechnical Support Engineer (Intern) September 2013 – March 2014 Responsibilities Field for each Intermediary and Senior Engineers jobs in the Siebel CRM system. Picking clients calls and responding to queries where necessary. Providing daily and weekly reports of the faults handled by all support Engineers Assisted in performing VOC (Voice of customer) which considered gathering customer’s views on the way and manner they were handled by Engineers. Troubleshooting D-Link, Linksys and other level 1 Routers, Microtik. Sending weekly report (as per KPIs) for all support calls. Management of customer service requests we Siebel & ISPIC (CRM) ensuring their queries are logged, captured and resolved within the signed SLA. Achievement Improved Engineers MTTR (mean time to respond) by field for each tickets within 15 minutes. Enable the formulation of good customer handling technical due to preparation of the Voice of customer (VOC) feedback reports. These reports and the customers-Engineer audios are normally used to train new engineers on how to handle and deal with all type of clients. Kenya Ports Authority (K.P.A)Telecommunications Technician (Intern) October 2010 – January 2011 Responsibilities Laying up of telephone cables (Internal, Overhead and Underground Cables). Connection of different phone lines to the main distribution frame which is connected to the PABX * (Private Automatic Branch Exchange) Routing phone lines from the Sub-Distribution Points (Sub - Dp) to the Distribution Points (Dps) to the Main Distribution Frame (MDF) and finally to the PABX (Private Automatic Branch Exchange) which automatically switches and exchanges calls. Installation and periodic/routine maintenance of communications equipment. e.g. VHF (Very High Frequency) radio transceivers, Walkie Talkies', EPIRB (Electronic Position Indicator Beacon Receiver), Echo Sounders, SART in the port. Achievement Established a deep understanding of the Kenya Ports Authority Telecommunications and Marine Network layout and interact with different technologies. EDUCATION 2019- OngoingUniversity of the People Bachelor of Science, Computer Science - Mombasa Polytechnic University College Diploma Telecommunications & Information Engineering  - Mombasa Polytechnic University College Pre-Diploma Electrical Engineering - Sacred Heart High School Kenya Certificate of Secondary Education - A.I.P.C.A Academy Kenya Certificate of Primary Education PROFESSIONAL CERTIFICATIONS May 2019 Scrum Fundamentals Certified March 2019 Juniper Cloud Associate (JNCIA-Cloud) September 2017 Sophos Certified Sales Consultant September 2017 Fortinet Network Security (NSE 4 & 7) March 2017Certified Cisco Network Associate - Routing & Switching (CCNA) June 2017Certified Cisco Network Associate - (CCNA) Security April - May 2017 Fortinet Network Sales Associate (NSE 3) June 2017 Zscaler Certified Sales Engineer & Professional June 2017 Zscaler Certified Cloud Administrator - Internet Access (ZCCA-IA) ONLINE TRAINING UNDERTAKEN  CompTIA IT Fundamentals(Cybrary IT) CompTIA A+ (Cybrary IT) CompTIA Linux+(Cybrary IT) MCSA (Microsoft) (Cybrary IT) ISC2 CISSP (Cybrary IT) Ongoing ITIL Foundations (Cybrary IT) Penetration Testing and Ethical Hacking (Cybrary IT) Ongoing Love the Customer Training (Training Solutions) KEPSA KYEP Life Skills Training Introduction to Cyber Security (Cisco Netcad Academy) Master in Cyber Security (EH Academy) Ongoing REFEREES 1. Mrs. Elizabeth Wambui Ndirangu Contact Center Service Delivery Manager Internet Solutions Kenya (Access Kenya Group) Cell:-,- P.O. Box 43588 - 00100 Nairobi, Kenya 2. Mr. Dicky Mwanyuma Mbotti Customer Service Team Leader Internet Solutions Kenya (Access Kenya Group) Cell:- P.O. Box 43588 - 00100 Nairobi, Kenya 3. Mr. John Karanja Former Customer Service Team Leader Internet Solutions Kenya (Access Kenya Group) Currently In Ernest & Young Senior IT Consultant (IT Risk) Cell:- P.O. Box 43588 - 00100 Nairobi, Kenya
Get your freelancer profile up and running. View the step by step guide to set up a freelancer profile so you can land your dream job.