Telecom Engineer

Sheila Mutesi

** **** **, **********, ** *****, USA, Sturbridge, MA, 01566 * 774-***-**** * ********@*****.***

CAREER OBJECTIVE

Focused professional with 14+ years of experience and a proven knowledge of networks, LAN & WAN, cellular communications, end user support, call manager, VoIP, PBX and network administration. Aiming to leverage my skills to successfully fill the vacancy at your company.

WORK EXPERIENCE

UGANDA TELECOM LTD, Kampala, Central

Frontline Manager, Jun 2013 - Mar 2019

Plan work schedules and assign duties to maintain adequate staff for effective performance of activities and response to fluctuating workloads.

Providing customer care and advice to internal and external customers as regards voice, data and internet links and all customer operations

Strategically work with the maintenance team, enterprise support manager, provisioning &installation manager and commercial managers to ensue set SLAs within the 1st and 2nd level are adhered to

Customer experience management by getting feedback from the technical team about the service delivery

Communicating needed engineering changes to ISP core Team, enterprise sypport and network administrators

Analyzing all technical operations and reports that affect the organization

Collaborate with workers and managers to solve work-related problems.

Review work throughout the work process and at completion to ensure that it has been performed properly.

Evaluate employee performance and prepare performance appraisals.

Perform the same work duties as those supervised or perform more difficult or skilled tasks or assist in their performance.

Prepare and maintain work records and reports of information such as employee time and wages, daily receipts, or inspection results.

Conduct staff meetings to relay general information or to address specific topics, such as safety.

Counsel employees in work-related activities, personal growth, or career development.

Resolve personnel problems, complaints, or formal grievances when possible, or refer them to higher-level supervisors for resolution.

Recommend or initiate personnel actions, such as promotions, transfers, or disciplinary measures.

Assess training needs of staff and arrange for or provide appropriate instruction.

Inspect job sites to determine the extent of maintenance or repairs needed.

Communicate with customers regarding orders, comments, and complaints.

Direct or coordinate the supportive services department of a business, agency, or organization.

Prepare and review operational reports and schedules to ensure accuracy and efficiency.

Install and perform minor repairs to hardware, software, or peripheral equipment, following design or installation specifications.

UGANDA TELECOM LTD, Kampala, Central

Network Engineer, Jan 2009 - May 2013

Collaborate with Network and NOC team to analyze network activity and network related issues to discover and prevent systematic errors.

Installation and Maintenance of Internet and Data links for ISP customers

Installation and Maintenance of Voice, data, and internet link. These include wireless, broadband, fiber, and copper links

Providing customer and technical support to customers as regards data and internet links

Configuring routers and links to ensue service is on top notch

Firm grasp of networking and software products

Ability to find creative technical solutions to unique problems

Excellent trouble shooting, problem solving and analytical skills

Client facing experience: - Excellent interpersonal, organizational, customer service, communications, and presentation skills.

Ability to deliver technical customer support

Ability to deliver solutions to both technical and non-technical end users while also supporting a wide range of technologies.

Ability to resolve customer complaints without need for team lead intervention.

Knowledge of Windows, XP, Vista, Windows 7&10 and general desktop support issues.

Knowledge of DNS, TCP/IP and other networking concepts.

Ability to implement, maintain, support, develop & in some cases design communication networks.

Ability to work with LANs & WANs & VOIP.

Knowledge of a variety of network management tools, test equipment, circuits, and routers.

Perform engineering, design and technical support for customer and internal networks.

Investigates and resolves problems, inefficiencies, and network performance

Working knowledge in Cisco Network including:

o Cisco switches & routers

o Cisco Call Manager

o Cisco Wireless

o Cisco Load balancer

Implement, administer and troubleshoot Cisco Routers, Switches, Firewalls, Wireless Access Points, controllers

Troubleshooting, diagnosing and resolving hardware, software and other network and system problems

Replacing faulty network hardware components when required

Maintaining, configuring and monitoring email applications

Monitoring network performance to determine if adjustments need to be done

Provide technical support to designers, marketing and sales departments, suppliers, engineers and other team members throughout the product development and implementation process.

Test and verify hardware and support peripherals to ensure that they meet specifications and requirements, by recording and analyzing test data.

Monitor functioning of equipment and make necessary modifications to ensure system operates in conformance with specifications.

Analyze information to determine, recommend, and plan layout, including type of computers and peripheral equipment modifications.

Build, test, and modify product prototypes using working models or theoretical models constructed with computer simulation.

Analyze user needs and recommend appropriate hardware.

Direct technicians, engineering designers or other technical support personnel as needed.

Confer with engineering staff and consult specifications to evaluate interface between hardware and software and operational and performance requirements of overall system.

Write detailed functional specifications that document the hardware development process and support hardware introduction.

Provide training and support to system designers and users.

Assemble and modify existing pieces of equipment to meet special needs.

Evaluate factors such as reporting formats required, cost constraints, and need for security restrictions to determine hardware configuration.

Recommend purchase of equipment to control dust, temperature, and humidity in area of system installation.

Update knowledge and skills to keep up with rapid advancements in computer and network technology.

GROUP MFI LTD, Kampala, Central

Telecom Technician, Apr 2005 - Jan 2009

Maintain a deep understanding of unified communications and video conferencing, VoIP systems, PBX systems.

Installation and maintenance of VoIP and PBX systems.

Maintain Call Manager for different customers

Note differences in wire and cable colors so that work can be performed correctly.

Test circuits and components of malfunctioning telecommunications equipment to isolate sources of malfunctions, using test meters, circuit diagrams, polarity probes, and other hand tools.

Test repaired, newly installed, or updated equipment to ensure that it functions properly and conforms to specifications, using test equipment and observation.

Inspect equipment on a regular basis in order to ensure proper functioning.

Repair or replace faulty equipment such as defective and damaged telephones, wires, switching system components, and associated equipment.

Remove and remake connections in order to change circuit layouts, following work orders or diagrams.

Demonstrate equipment to customers and explain how it is to be used, and respond to any inquiries or complaints.

Analyze test readings, computer printouts, and trouble reports to determine equipment repair needs and required repair methods.

Adjust or modify equipment to enhance equipment performance or to respond to customer requests.

Request support from technical service centers when on-site procedures fail to solve installation or maintenance problems.

Remove loose wires and other debris after work is completed.

Assemble and install communication equipment such as data and telephone communication lines, wiring, switching equipment, wiring frames, power apparatus, computer systems, and networks.

Communicate with bases, using telephones or two-way radios to receive instructions or technical advice, or to report equipment status.

Collaborate with other workers in order to locate and correct malfunctions.

Review manufacturer's instructions, manuals, technical specifications, building permits, and ordinances in order to determine communication equipment requirements and procedures.

Test connections to ensure that power supplies are adequate and that communications links function.

Climb poles and ladders, use truck-mounted booms, and enter areas such as manholes and cable vaults, in order to install, maintain, or inspect equipment.

Refer to manufacturers' manuals to obtain maintenance instructions pertaining to specific malfunctions.

Designate cables available for use.

Run wires between components and to outside cable systems, connecting them to wires from telephone poles or underground cable accesses.

Remove and replace plug-in circuit equipment.

Route and connect cables and lines to switches, switchboard equipment, and distributing frames, using wire-wrap guns or soldering irons to connect wires to terminals.

Program computerized switches and switchboards to provide requested features.

Diagnose and correct problems from remote locations, using special switchboards to find the sources of problems.

Maintain computer and manual records pertaining to facilities and equipment.

Install updated software, and programs that maintain existing software and/or provide requested features such as time-correlated call routing.

Enter codes needed to correct electronic switching system programming.

Address special issues or situations, such as illegal or unauthorized use of equipment, or cases of electrical or acoustic shock.

Examine telephone transmission facilities to determine requirements for new or additional telephone services.

Determine viability of sites through observation, and discuss site locations and construction requirements with customers.

Perform routine maintenance on equipment, including adjusting and lubricating components, and painting worn or exposed areas.

Measure distances from landmarks to identify exact installation sites for equipment.

Install telephone station equipment, such as intercommunication systems, transmitters, receivers, relays, and ringers, and related apparatus, such as coin collectors, telephone booths, and switching-key equipment.

Provide input into the design and manufacturing of new equipment.

EDUCATION

KYAMBOGO UNIVERSITY

Kampala, Central

Bachelor of Engineering (B.E.) Telecommunications Engineering (Feb 2010)

GPA: 3.68

U. S. Equivalency: Bachelor’s Degree in Telecommunications Engineering

GPA: 2.74

KYAMBOGO UNIVERSITY

Kampala, Central

Diploma Telecommunications Engineering (Feb 2006)

GPA: 3.75

U. S. Equivalency: 169 Credits of Undergraduate Program - Telecommunications Engineering

GPA: 3.06

ST. JOSEPH’S GIRLS SSS-NSAMBYA

Kampala, Central

High School Diploma (Nov 2000)

ADDITIONAL SKILLS

Strong body of experience with end-user equipment, routers, switches, firewalls, wireless access points, PBX and Call Manager, LAN&WAN • Extensive proficiency in VoIP and analogue telephone systems • Super ability to manage a team in a high-pressure work environment • Sound problem-solving and organisational abilities • Excellent Communication and analytical skills • Great interpersonal skills

REFERENCES

MARK OBBO NGOBI, Shift Supervisor,Devereux Behavioral Health

+1-774-***-**** - *****.****@*****.*** - friend

HERBERT ZAKE, HR and PR Consultant, Steadfast Quality Solutions Limited

+256-********* - *******@********************.*** - Former Manager

LYDIA PSOMGEN, Head of Customer Operations, Uganda Telecom Ltd

+256-********* - *******@*****.*** - Former Manager

My linkedIn URL - https://www.linkedin.com/in/sheila-mutesi-0a03b6a/

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