Summary
Overview
Work History
Education
Skills
Languages
Timeline
SeniorSoftwareEngineer
Eng.Sebastian Kyagara

Eng.Sebastian Kyagara

Arusha

Summary

Adept at technical troubleshooting and fostering teamwork, I significantly enhanced network performance and customer satisfaction at Habari Node Ltd. Leveraging skills in network engineering and problem-solving, I exceeded SLA standards and drove continuous improvement, demonstrating a commitment to excellence and a results-driven approach. Collaborative Technical Support Engineer specializes in exploiting internal and external relationships to synergistically tackle complex issues. Elicits aid from vendors, colleagues and other external sources to improve ticket responses. Combines personal expertise with diverse professional relationships to support maximum support quality. Seasoned Technical Support Engineer versed in aiding customers with implementation of emerging technology. Expertise in mobile app development and cloud-based computing solutions. Over 2 years in software support in global environment. Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level Techsupport/NOC engineer position. Ready to help team achieve company goals. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.

Overview

7
7
years of professional experience
4
4
years of post-secondary education

Work History

Technical Support Engineer

Habari Node Ltd
07.2017 - Current
  • Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
  • Conducted root cause analysis of technical issues, implementing preventive measures for future occurrences.
  • Provided remote assistance to clients, ensuring timely resolution of software and hardware concerns.
  • Enhanced customer satisfaction by resolving complex technical issues promptly and effectively.
  • Performed root cause analysis of reported issues to enact corrections.
  • Explained technical information in clear terms to promote better understanding for non-technical users.
  • Managed multiple concurrent support cases with precision and focus, resulting in a high rate of case closure within target timelines.
  • Served as an escalation point for challenging technical inquiries, demonstrating expertise in product knowledge and problem-solving abilities.
  • Communicated with stakeholders to share critical technical information and deliver project updates.
  • Delivered high-quality training sessions to new hires, fostering a strong understanding of company products and services.
  • Explained technical information in clear terms to non-technical individuals to promote better understanding.
  • Updated and maintained current customer support database.
  • Mentored junior members of the team on best practices in issue resolution techniques.
  • Maintained clear communication channels with clients throughout the troubleshooting process, ensuring transparency and trust.
  • Worked directly with clients in rollout and post-rollout stages to train and support new applications and systems.
  • Collaborated with cross-functional teams to develop solutions for recurring technical problems.
  • Documented faults and bugs for referral to development staff for use in updates.
  • Developed comprehensive troubleshooting guides for internal use, improving team knowledge and performance.
  • Supported global customers across diverse industries while adapting quickly to evolving technologies.
  • Built long-lasting relationships with key accounts through consistent delivery of outstanding technical support and service.
  • Maintained response times to support business continuity.
  • Proactively identified opportunities for process improvements, enhancing overall support quality and client satisfaction.
  • Designed tailored engineering solutions for customers based upon key requirements.
  • Researched new tactics to better hone responses and shorten remediation times.
  • Suggested software and hardware modifications to reduce lag time and improve overall speed.
  • Met with team personnel to share details of discovered issues and recurrent custom complaints.
  • Advised senior personnel on potential process improvements to increase support quality and expedite ticket fulfillment.
  • Delivered Tier-3 support and SME input to internal and external customers.
  • Streamlined support processes for increased efficiency and reduced response times.
  • Gathered trend data from customer calls and interactions.
  • Assisted in the development of new support tools, streamlining issue resolution processes across the organization.
  • Partnered with engineering teams to communicate customer feedback on product features and usability, driving continuous improvement initiatives.
  • Earned recognition from management for consistently delivering exceptional service quality.
  • Provided guidance on installing and integrating new hardware components and software to remote clients.
  • Contributed to sales efforts by providing pre-sales technical consultations, addressing prospective client concerns regarding product functionality and compatibility.
  • Contributed to whitepapers, blogs and videos for marketing, sales and training.
  • Traveled with sales engineers on customer site visits to respond to specific technical questions.
  • Prevented potential system disruptions by conducting regular maintenance checks on client equipment and software installations.
  • Served as primary point of contact for support relating to owned solutions and products.
  • Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.
  • Consistently met or exceeded performance metrics, contributing to overall team success.
  • Diagnosed and troubleshot hardware, software and network issues.
  • Responded to customer inquiries and provided technical assistance over phone and in person.
  • Configured and tested new software and hardware.
  • Researched and identified solutions to technical problems.
  • Patched software and installed new versions to eliminate security problems and protect data.
  • Generated reports to track performance and analyze trends.
  • Created user accounts and assigned permissions.
  • Installed, configured and maintained computer systems and network connections.
  • Collaborated with vendors to locate replacement components and resolve advanced problems.
  • Installed and configured operating systems and applications.
  • Monitored system performance to identify potential issues.
  • Tested new software and hardware prior to deployment.
  • Offered assistance in implementing and developing training programs.
  • Developed and implemented preventive maintenance procedures.
  • Maintained servers and systems to keep networks fully operational during peak periods.
  • Configured hardware, devices, and software to set up work stations for employees.
  • Removed malware, ransomware, and other threats from laptops and desktop systems.
  • Assisted in development of system security protocols.
  • Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
  • Helped streamline repair processes and update procedures for support action consistency.

NOC Engineer

Habari Node Ltd
07.2017 - Current
  • Improved network performance by monitoring, troubleshooting, and resolving complex technical issues.
  • Updated internal customers regarding open tickets and status of resolutions.
  • Coordinated with technical support, service provisioning and sales teams to deliver network services at or above SLA requirements.
  • Exceeded SLA standards for response times and problem resolution.
  • Conducted root cause analyses following incidents, implementing corrective actions to prevent recurrence and maintain service quality standards.
  • Ensured smooth data migrations by coordinating with relevant stakeholders and developing comprehensive project plans.
  • Contributed to the continuous improvement of team processes, identifying areas for optimization and recommending innovative solutions.
  • Reduced downtime with proactive identification of potential issues through regular network analysis and reporting.
  • Scheduled infrastructure upgrades and software update rollouts around high traffic times to maintain network availability.
  • Created graphical reports to visualize network performance and uptime to management members.
  • Troubleshot routers, layer 2 and 3 switches, and network firewalls.
  • Managed MS Server and Workstation operating systems.
  • Enhanced system reliability by designing and implementing network configurations and upgrades.
  • Installed fiber, ethernet, and console cabling in climate-controlled NOC.
  • Played an integral role in disaster recovery initiatives, developing effective strategies for rapid response times under adverse conditions.
  • Designed, tested and implemented network servers, infrastructure and software.
  • Leveraged monitoring tools such as SolarWinds or Nagios to maintain real-time network visibility, enabling swift response times to potential issues.
  • Kept detailed documentation on each support ticket and added lessons learned to knowledge base.
  • Elevated security measures by conducting vulnerability assessments and implementing necessary countermeasures to protect sensitive data against potential threats.
  • Developed a thorough understanding of industry trends and advancements in order to provide informed recommendations on technology investments.
  • Supported the implementation of new technologies, assessing compatibility within existing infrastructure for seamless integration.
  • Managed vendor relationships, negotiating contracts to secure cost-effective services while maintaining high-quality standards in equipment procurement.
  • Facilitated knowledge sharing among team members through organized training sessions, fostering a supportive learning environment that promoted professional growth.
  • Built servers, upgraded applications, and conducted hardware audits.
  • Configured IP assignment, core network configuration, and DNS setup for new users.
  • Closed first-time tickets quickly and met resolution volume requirements.
  • Delivered tier-3 support for co-location, customer backup networks, and ISP services.
  • Collaborated with other network engineers to configure and maintain network monitoring and load balancing.
  • Monitored and maintained network and software components according to established guidelines and best practices.
  • Led preventive and corrective network and infrastructure maintenance requirements.
  • Supported global network users with connectivity, VPN, and access issues.
  • Assisted in capacity planning efforts, analyzing resource usage trends to ensure optimal allocation for future demand projections.
  • Minimized service disruptions by performing scheduled maintenance during off-peak hours.
  • Recommended proactive approaches to leadership team to improve stability of infrastructure components.
  • Established positive working relationships with users to quickly resolve problems.
  • Maintained up-to-date documentation of network topology, ensuring easy reference for troubleshooting purposes.
  • Championed virtualization projects that reduced physical hardware requirements and improved resource utilization.
  • Collaborated with cross-functional teams to optimize network efficiency and establish best practices.
  • Managed use of various types of databases and configured, installed and upgraded new ones.
  • Provided 2nd and 3rd level technical support and troubleshooting to internal and external clients.
  • Increased customer satisfaction by providing timely resolutions to client-reported issues and concerns.
  • Managed installation, upgrade and deployment projects and provided on-site direction for network engineers.
  • Oversaw development and maintenance of organization computer systems and intranet.
  • Designed and implemented system security and data assurance.
  • Managed and monitored installed systems for highest level of availability.
  • Monitored and tested application performance to identify potential bottlenecks, develop solutions and collaborate with developers on solution implementation.
  • Participated in system development life cycle from requirements analysis through system implementation.
  • Defined enterprise processes and best practices and tailored enterprise processes for applications.
  • Resolved issues related to operational components for LAN, WAN and voice systems.
  • Wrote and maintained custom scripts to increase system efficiency and performance time.

Education

Bachelor of Science - BE-Information System And Network Engineering

St.Joseph Univesity in Tanzania
Dar Es Salaam
09.2012 - 10.2016

Skills

  • Technical Support
  • Technical Troubleshooting
  • Problem-Solving
  • Application support
  • Customer Support
  • Technical Documentation
  • System Troubleshooting
  • Support system management
  • Teamwork and Collaboration
  • Technical expertise
  • Backup and recovery
  • Windows Servers
  • Application installations
  • Training and mentoring
  • Remote Diagnostics
  • Network Operational Enhancements
  • Technical Solutions Development
  • Virtualization Technologies
  • Server maintenance
  • Network Administration
  • IT Infrastructure Library
  • Network Engineering
  • Firewall Installation
  • Security Protocols
  • Technical issues analysis
  • Hardware and Software Configuration
  • System Configuration
  • Equipment Repair
  • System Maintenance

Languages

Swahili
Native language
English
Upper intermediate
B2

Timeline

Technical Support Engineer

Habari Node Ltd
07.2017 - Current

NOC Engineer

Habari Node Ltd
07.2017 - Current

Bachelor of Science - BE-Information System And Network Engineering

St.Joseph Univesity in Tanzania
09.2012 - 10.2016

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