Kenneth Ntaro
Summary
Proficient Network Support Specialist offering more than 19 years of experience in helpdesk operations, network maintenance, mobile device support and Telecom networks. Applies technical expertise and diagnostic abilities toward solving problems and maintaining usability and performance. Versed in large data storage networks, voice/data innovations and VPNs.
Accomplished telecommunications professional with 16+ years of experience in the wireless industry. Customer support with such roles as team leader for a technical support team to Senior Network Engineer providing support of integrations of both CDMA and LTE network elements. Dedicated to enhancing the customer experience by analyzing twice and executing once successfully.
Overview
23
23
years of professional experience
Work History
IT Helpdesk Engineer
Vantage Data Centers
01.2022 - Current
- Providing first line helpdesk and end user support to staff, clients and visitors
- Following ITIL methodology, prioritize, log and track multiple issues through to resolution, within agreed time limits
- Efficiently utilize Manage Engine Service Desk plus to log, categorize, prioritize, and assign incidents and service requests.
- Ensuring accurate and timely documentation of incidents, including troubleshooting steps and resolution details.
- Providing first-level support for hardware, software, and network-related issues to end-users.
- Diagnosing and resolve technical hardware and software issues on Windows and Apple Mac devices.
- Collaborating with 2nd and 3rd Line support teams to escalate and resolve complex problems.
- Conducting user training sessions to enhance end-user knowledge of IT systems and applications.
- Communicating effectively with end-users to provide updates on incident status and resolution progress.
- Assisting end-users with Microsoft 365 applications and services, including Outlook, Word, Excel, Teams, etc.
- Providing support for various other software applications used within the organization.
- Creating and maintaining documentation for common technical issues, known errors, and solutions.
- Contributing to the knowledge base to facilitate self-service for end-users.
- Assisting in the care and maintenance of computing, network and office equipment
- Properly escalating unresolved issues to appropriate teams
- Being the face of the Technology & Systems Teams
- To installing and configure software applications
System Support Engineer
Waltham TRC
01.2021 - 01.2022
- Plan for disaster recovery and create contingency plans in the event of any security breaches
- Monitored, tracked and prioritized new work requests at Help Desk within set response times.
- Monitor for attacks, intrusions and unusual, unauthorised or illegal activity
- Maintained computer systems, installed and upgraded new systems.
- Test and evaluate security products
- Design new security systems or upgrade existing ones
- Use advanced analytic tools to determine emerging threat patterns and vulnerabilities
- Engage in 'ethical hacking', for example, simulating security breaches
- Identify potential weaknesses and implement measures, such as firewalls and encryption
- Documented technical issues and solutions to enable tracking history and maintain accurate logs.
Senior Network Support Engineer
Liquid Intelligent Technologies
02.2018 - 01.2021
- Provided complete end-to-end engineering and installation of route-based IP network solutions.
- Drafted post-mortem documentation analyzing instances of network system failures and detailing required repair and restoration efforts.
- Engineering support engineer providing network support by ensuring an excellent customer experience by executing all tasks and projects with excellence. Driving excellent customer experience and delivering exceptional network performance by:
- Identifying routing issues and using various tools to resolve such as a MCA/MTA , Protocol analyzer, or etc.
- Building new translations as needed such as for a Sprint project or other project as needed.
- Supporting the LTE network as well as implementing LTE roaming agreement wholesale on inbound and outbound with Sprint affiliate .
- Escalated emergency technical issues beyond knowledge to maintain optimum up-time.
- Created VPN infrastructure and allowed for secure remote connections.
- Performed troubleshooting for Juniper, Cisco, and packet analysis.
- Assisted with implementation and support of network monitoring tools.
- Established robust wireless infrastructure and NOC for new central region customers.
Network Support Team Leader
Sanyu Media
02.2016 - 09.2018
- Team Leader, from inception of the team, for 38 technical support representatives responsible for ensuring that support was provided to the retail stores, customer care, and agents to resolve various issues with the devices and the network in timely manner.
- Troubleshot complex multi-vendor network service provider issues.
- Provided network support services for devices such as hubs, bridges, routers, and other hardware.
- Provided complete end-to-end engineering and installation of route-based IP network solutions.
- Performed troubleshooting for Juniper, Cisco, and packet analysis.
- Integrated data, voice and video networks for use in multi-site installations.
- Integrated fixed wireless connectivity into facilities requiring high-speed networks.
- Created VPN infrastructure and allowed for secure remote connections.
- Monitored network capacity and performance to diagnose and resolve complex network problems.
- Detected intrusion attempts and promptly responded to DDoS attacks.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
Chief Technology Officer
Quickband Telecom
09.2001 - 09.2015
- Provided project leadership in dynamic technology-driven environment with multiple priorities.
- Developed and implemented long-term strategic technological blueprint.
- Interpreted multifaceted technological issues into defined frameworks and highly scripted action plans.
- Briefed executives on technology risks and suggested ways to alleviate concerns.
- Collaborated with cross-functional intra-company teams to provide mutually beneficial outcomes.
- Facilitated ongoing team development and growth through training and professional skills enhancement.
- Maintained high-level knowledge of current and emerging technology development and applications.
- Coordinated third-party vendors and client IT teams to seamlessly deliver effective solutions.
- Handled client inquiries with exceptional professionalism and enthusiasm.
- Supported current and emerging programs through interactions with high-level customers, business partners and external vendors.
Education
Master of Science - Master’s Degree in Information Security And DS
University of East London
2019
Bachelor of Science - Computer Science
International University of East Africa
2015
Bachelor of Science - Electrical Engineering
Makerere University
Skills
- Network engineering background with at least two years working experience in network support team utilising ITIL practices
- Physical network installation, test plans and procedures
- Hardware/software maintenance – Patch management and upgrades
- TCP/IP, DHCP, DNS, FTP, SMTP, LACP, Spanning-Tree, VRRP, HSRP, VLAN Trunking, Ethernet, VOIP, LLDP, CDP and SNMP
- Configuration of Cisco Catalyst IOS – Switch/Route and port security
- Hands on experience with core routing protocols - OSPF, EIGRP & BGP
- Packet capture troubleshooting
- Layer 2 security services such as IP DHCP snooping, Maximum MAC and dynamic ARP inspection
- WAN technologies - VPLS, ADSL, PPPoE, PPPoA
- SMSC – Short Message Service Center (ALU 5110)s
- Vulnerability scan management, tracking and remediation
- 3G and 4G Roaming
- MME – Mobility Management Entity
- SSL Certificate Administration
- Ericsson (FORMERLY NORTEL) DMS-100 Switch
- Network Device Monitoring
- STP – Signal Transfer Points - EAGLE - ORACLE (FORMERLY TEKELEC)
- Remote Work Support
- LAN Switching Technologies
- Microsoft Office Proficiency
- Cisco Switching Expertise
- User Credential Management
- Cisco Router and Switch Security
- HSS – Home Subscriber Server
- DIH - LTE MESSAGING ANALYZER
- IS-41 & ISUP Protocal Analyzer’s
- HLR – Home Location Register
- Subnetting Expertise
- CCNA Certification
- Network Certification
- Teamwork and Collaboration
- Microsoft Certification
- Microsoft Windows and Office 365 Administration
- Service Desk Team Management
- Incident Management
- Certified Ericsson Radio Base station (RBS/BTS) Engineer
- Certified in Fiber splicing
- Networking and Routing Protocol Expertise
- Wireless Network Integration
- Wireless Performance Testing
- Wireless communication installations
Accomplishments
- Cisco Certified Network Associate (CCNA)
- EC Council Certified Ethical Hacker
- EC Council Certified Hacker Forensics Investigator
- Information Technology Infrastructure Library (ITIL V3)
Timeline
IT Helpdesk Engineer
Vantage Data Centers
01.2022 - Current
System Support Engineer
Waltham TRC
01.2021 - 01.2022
Senior Network Support Engineer
Liquid Intelligent Technologies
02.2018 - 01.2021
Network Support Team Leader
Sanyu Media
02.2016 - 09.2018
Chief Technology Officer
Quickband Telecom
09.2001 - 09.2015
Master of Science - Master’s Degree in Information Security And DS
University of East London
Bachelor of Science - Computer Science
International University of East Africa
Bachelor of Science - Electrical Engineering
Makerere University