Paul Mboi

Tier 1 Support Engineer

Talent

Nairobi, Nairobi AreaMember since 20 January 2023

Hire this person

Send a job offer directly to this candidate

About

Paul has a huge interest in Information Technology and Business. He views technology as a strategic factor to enable organizations and individuals to accomplish their targets more efficiently. This interest is facilitated by a background in Business Information Technology.

In application, he has had an opportunity to practice and gain exposure at Liquid Intelligent Technologies where his role in Customer Support Network engineer has facilitated his Networking, Information Security and Analytical Skills. In addition, he was able to understand and implement the government’s vision in ICT through the presidential Digitalent internship program at the Commission in Revenue Allocation. Also, he gained system implementation and management skills during his internship at Your Apps Limited where he installed Access control systems as well as configure and manage point on sale system and CCTV for various clients.

Paul can leverage on his experiences working in both the private and public sectors to come up with optimal implementation procedures and best ICT practices. He would love to work and grow within an organization in an integral, professional and adaptable manner, through the application of his business and information technology skills.

Experience

WORK EXPERIENCE

September 2021 – Ongoing | SOC Managed Helpdesk Officer Network Engineer | Liquid Intelligent Technologies.

Accomplishments

Promptly attend to service-related tickets assigned by Tier 1, identify the issue, resolve, escalate to the relevant department(s) and follow through to resolution within SLA to ensure uptime and reliability of services provided by Liquid.
Ensure customers tickets, emails and chats are updated/responded to frequently and accurately on the progress of the restoration of services.
Providing detailed RCA/RFO for customers and implementing measures/giving recommendations to mitigate and avert service interruptions.
Identify recurring incidents, analyze the root cause, and implement/propose the necessary changes to mitigate and avert any interruption of services for both the network and customers.
Liaise with contractors, third-party vendors in the resolution of network equipment maintenance and faults.
Provide timely and accurate availability, utilization or any other ad-hoc report to customers and management.
Maintain a healthy and professional relationship with the customers by providing accurate updates at all times across all platforms (Email, chat, and phone).
Documentation of customer setups on request

February 2020 – April 2020 | Presidential Digitalent Internship | Liquid Telecom | Networks/Technical /Operations at the Call Centre.

Accomplishments

First Interface troubleshooting for client nodes in case of service outage.
Resolving connection failure, latency and networking elements by managing region base stations and clients’ radios remotely.
Handling the Managed Service Help Desk for Platinum clients.
Proactively monitoring client links so as to detect a fault, inform the client and resolve the fault remotely.
Perform call back calls to clients to follow up on the quality of service rendered to them by the company’s agents and field operators in offering a service or resolving a fault and whether the client’s link is stable and working as required.

July 2019 – January 2020 | Presidential Digitalent Internship| Commission on Revenue Allocation | ICT Services Department

Accomplishments

ICT Service Management
Network Administration
System Administration
Cybersecurity

April 2019 - June 2019 | Your Apps Limited | Software and Database Developer

Accomplishments

Installed a time attendance control system at 4G Capital, Karen.
ICT Services, End user set up windows 10, anti-virus and office 365 installation at Papyrus, Kenya.
GoFrugal RPOS database management for restaurant and retail which enabled me to tackle system hitches and solve system failures at Pantry and Provisions.
Solved challenges associated with the time attendance software at Manchester outfitters Ltd.
Windows 2010 server administration and domain administration as well as server maintenance at Papyrus, Kenya.

September 2016 - December 2016 | Attachment at International Leadership University | IT Support.

Accomplishments

Performed troubleshooting operations for computer programs and software as well as networks. This ensured that all modules functioned as required.
Performed routine device maintenance for organization workstations such as software updates, installing new programs and antiviruses and performing backups.
Trained students on how to operate various computer programs and operations which enabled them to seamlessly access the campus resources.
Implemented a database for the human resource department which facilitated ease of access and manipulation to the employee information.
Participated in ERP implementation particularly during data entry operations.