Network Support at Metacom (2024-06 – Present)
- Configure and troubleshoot routers to maintain stable network connectivity.
- Monitor and resolve issues across GSM, Fibre, ADSL, Microwave, and Satellite networks.
- Perform network fault diagnostics and escalate to upstream providers when required.
- Monitor network outages, failovers, and performance for local and international clients.
- Collaborate with network engineering teams to ensure optimal network performance.
- Manage and resolve incidents using Jira ticketing system.
Internet Access Agent (Network Support) at Webafrica (2021-11 – 2024-05)
- Troubleshot fibre, ADSL, Wi-Fi, and LTE connectivity issues.
- Supported and resolved VoIP service issues.
- Diagnosed network faults and guided customers through technical resolutions.
- Worked with network infrastructure teams to escalate and resolve persistent issues.
- Provided technical support while maintaining high customer service standards.
Technical Service Desk Agent at Webhelp (2021-03 – 2021-10)
- Managed incident resolution and service requests using monitoring tools.
- Supported network-related issues through structured troubleshooting processes.
- Coordinated with internal teams and third-party vendors.
- Assisted in automation-driven issue resolution and service improvements.
Technical Support Agent at Cybersmart (2014-11 – 2016-04)
- Configured and supported fibre and ADSL connections.
- Performed router setup and troubleshooting.
- Managed DNS, domains, and user access.
- Provided printer and network device support.
IT Learner / Junior Network Engineer at Sun International (GrandWest Casino) (2017-01 – 2017-12)
- Assisted with network and telephony support in a Cisco-based environment.
- Supported installation, configuration, and maintenance of desktop, network, and peripheral systems.
- Assisted with user access management and Active Directory administration.
- Participated in infrastructure rollouts, application deployments, and project delivery.
- Performed help desk support, call monitoring, fault finding, and troubleshooting.
- Maintained CMDB records and followed ITIL-based change management processes.
- Supported backup operations, server support, and general network administration tasks.
