SUSAN CATHERINE BWARI

EMAIL: [email protected] PHONE:0721972353

EXECUTIVE SUMMARY

An IT professional with over three years’ experience in Telecommunications industry specializing in

operations and maintenance, ensuring effective & efficient operations and maintenance activities are
performed, realizing value for money, and assuring stability for all installed organization
infrastructure to perform the desired business services. I possess a superb ability to effectively balance
an organization’s needs with its IT capability; constantly reviewing processes and identifying ways to
improve efficiency & service, and proactively managing all areas of technology within organizations.

SKILLS

 Communication Skills: Communicates very well both orally and in writing. I possess good
presentation skills and people handling techniques.
 Customer Service Skills: I have brilliant customer service skills and can relate courteously
and efficiently with clients by providing quality service to guests through listening to
feedback and striving to give the best to achieve customer satisfaction.
 Priorities and Decision Making: A successful track record in setting priorities; keen
analytic, organization, and problem-solving skills which support and enable sound decision
making.
 Computer Skills: Proficient in MS Office Suite, Email, and the Internet.
 Phone Etiquette: Well versed in handling calls using the standard telephone etiquette
procedure with an aim to understand the callers request and fulfilling it.
 Office Management: Acquired skills in general office administration duties, for example,
interacting with clients, ensuring the proper filing of office documents.
 Administration Skills: Experienced in managing administrative functions for example
handling emails and telephone calls, organizing meetings for the boss, ensuring the smooth
running of office operations, and ensuring that office equipment is well maintained or
handled.
 Business Development Support: Experienced in supporting, maintaining, and growing
business contacts with both the existing and potential advertising clients and agents and also
cold calling to arrange meetings with potential customers to prospect for new business.
 Interpersonal and Teamwork: Relates and works very well with people from different
cultures and backgrounds. Possesses excellent teamwork skills, which have enabled me to
establish and maintain effective working relations.
 Leadership Skills: Proven ability to lead and manage the operations team to deliver a culture
that supports and contributes to the strategic objectives of the organization and meet approved
service standards.

CORE COMPITENCE:

 Analytical and problem-solving skill.

 Good knowledge of Ethernet, Routing, VLAN, SDH, Microwave, LANand WAN Networking
technologies.
 Strong technical and analytical skills necessary for solving network-related problems.
 Protocols- STP, VLAN, VTP, VRF and L3 protocols: Static, RIP, EIGRP, OSPF, BGP, ISIS
skills are essential.
 Excellent understanding of MPLS and MPLS VPNs.
 Ability to handle clients professionally during all interactions.
 Ability to effectively prioritize and execute tasks in a high-pressure environment.
 Customer care skills and professional handling of customers always.
  Ability to multi-task, prioritize and manage time effectively.
 Strong customer service and Interpersonal skills
WORK EXPERIENCE:

Fuel Planning and Coordinator at NETIS KENYA

Duties and responsibilities:

 Monitor and direct the work of the fuel crew.
 Maintain an accurate record of fuel usage.
 Responsible for managing all aspects of the fuel offering with Supply Chain Collaboration.
 Working in close collaboration with the supply chain and security about Command,
Refueling, Theft and maintenance of fuel management systems.
 Checking the sites’ fuel supply compliance
 Assist and support all stakeholders in the Fuel part remotely.
 Responsible for fuel budgeting on all BTS sites

O&M Preventive Power coordinator- Egypro East Africa (under American Towers Portfolio) –
November 2021 to date

Duties and responsibilities:

 Tracking of all power issues, updating superiors on progress to resolution.
 Create and update trouble tickets related to power issues.
 Troubleshooting all passive network monitoring tools such as Galooli (ZonMax and Solis
Noc) Ericsson and Netact to ensure 100% network supervision availability, while
documenting any challenges for follow up with 2nd level teams till resolution.
 Review and analyse reports on power as submitted by field technicians.

Training attended:
 ATC HSE Emergency Response Awareness online training: 30th June 2022
 ATC Customer Service Training: 27th June 2022
 Sale-force NOC refresher training: 8th Feb 2022

Systems interacted with:

 Office Track
 SAV
 Sale-force
 AcsysCGS+, Remote Access Management Tool
 Galooli Remote Management System (Zonmax and Solis NOC)

NETWORK MONITORING ENGINEER AND IT SUPPORT (under

American Towers Portfolio) -April 2020 to November 2021

Duties and responsibilities:

 Proactive monitoring of alarms.
 Provided technical support to production team and provided first level and second level
support to system.
 Provide remote support to on-site engineers and end users/customers during installation.
 Capture data into trouble Tickets in accurate and complete manner to document problems and
diagnostic results.
 Following through and assisting in troubleshooting after escalating to field operations
Engineers.
 Tracking generator fuel levels, generator running hours and updating as part of the resolution
to EM or outage clears.
  Preventive Maintenance on sites.
 Follow-through of Network failures’ resolution while making necessary Escalations to ensure
faults resolution within set SLAs.
 Preparation of daily Network faults/maintenance report.
 Detection of Network faults from Galooli/ Netnumen/ NETACT Monitoring tools and
dispatch to Maintenance teams to resolve in the form of Trouble tickets within set timelines.
 Monitoring, tracking, and documenting scheduled network maintenance activities. E.g., Link
Installation.
 Analyzing the duration of scheduled activities and potential impact to customers and ensuring
they are consistent with the approved time. E.g., Network Migration.
 Documenting and recording steps taken towards resolution of incident and this to the
knowledge database.
 Engaging in on-call rotation shifts 24/7 whenever necessary

2019 January to June: BROADCOM (TELCOM KENYA –CONTRACTOR)

Duties and responsibilities:

 Handles and resolve customer complaints.
 Administration of all trouble tickets.
 Supervise and direct the activities of each engineer.
 Monitoring of alarms.
 Monitor customer support incidents reports to ensure each incident reported and was logged
and resolved in time with the company set standards.
 Checking and responding to mails
 Ensure incidents are resolved and closed within the acceptable time allocated.
 Carrying out follow ups on tickets booked
 Keeping and updating TTs in the google document.
 Trained on how to use Netnumen/U2000.
 ICT support.

APPLICATIONS INTERACTED WITH:

 Netnumen/U2000.
 NETNUMEN/U2000
 Temip/Darubini

EDUCATION:

 Jan 2017-Aug 2019: Cooperative University of Kenya Business information technology.

 Jan 2016-Jun 2016: Techskills Computer Training Collage.
 Jan 2012-Nov 2015: Madira Girls High School.
 Jan2004-Nov 2011: Maseno mixed primary school.

Name: Engineer. Obed Name: Isabelle Ayuma Okoko Name: Duncan Mindo Name: Engineer. James Mwangi
Nyangoka Email: NOC Manager, Field Supervisor, American
Cell Phone: [email protected]. Broadcom Towers.
+254726413763 Cell Phone: +254721305106 Communication Networks Email:[email protected]
Limited e
Email:[email protected] Cell Phone: 0720693206
Cell
phone:0722903969