Edward Omwenga

support & IT

Safaricom PLC • Freelance

Jan 2022 - Jan 2023 • 1 yr

Job History / Key Responsibilities Technical Support & Helpdesk. - Provided 1st and 2nd line IT support to internal staff and enterprise customers, resolving hardware, software, and connectivity issues within defined SLAs. - Took ownership of customer cases and ensured issues were resolved within agreed Service Level Agreements (SLAs), overseeing a help desk that offered immediate assistance for technical and user issues. - Implemented structured systems for tracking, managing, and escalating incidents, ensuring critical issues were quickly resolved. **Network & Infrastructure Support** - Scheduled and performed 1st line corrective and preventive maintenance on network elements as per vendor recommendations, and cleared faults escalated from the NOC. - Carried out health daily checks and monitoring of all core elements, including critical alarms on systems and hardware health checks. - Supported configuration changes, software upgrades, and installation/commissioning of network equipment across data centers and regional sites. **Customer & Field Support** - Performed daily 2nd level customer support, customer installations, service provisioning, and resolution of 1st line escalations within SLA to achieve and surpass customer experience expectations. - Conducted field visits to enterprise clients for FTTx (fibre-to-the-home/business) installations and troubleshooting. Compliance & Reporting - Communicated with management on weekly achievements, targets, and concerns, while embracing and driving compliance with Health & Safety standards and providing weekly EHS reports. Upheld the Safaricom code of conduct, policies and procedures, ensuring integrity and accountability across all technical operations. Key Achievements Consistently met or exceeded SLA targets for incident resolution, contributing to improved Net Promoter Score (NPS) outcomes across the customer base.