Yona Ngeleja
Zanzibar,Tanzania
Summary
Customer-focused professional with background in technical support and problem-solving. Skilled in diagnosing and resolving complex issues, ensuring customer satisfaction through clear communication and technical expertise. Committed to enhancing service delivery and fostering positive client relationships.
Overview
10
10
years of professional experience
4
4
years of post-secondary education
Work history
Customer Support Engineer
Zanlink -Liquid Telecom Zanzibar
Zanzibar, Zanzibar Urban/West
11.2020 - Current
- Provide technical Support on problem related to internet and related service both on telephone as well us onsite.
- Configuration and installation of router, Pico station, Access points to obtain a full working point with internet service.
- WAN or LAN Network Design and implementation on regards of customer retirement and specifications.
- Install and maintain various internet and related service on client's side using either Optic fiber or Microwave operating at different frequencies as well as configuration of TCP/IP.
- Maintain company's network infrastructure including its fiber optical backbone, repeaters as well as towers.
- Ensure no trouble ticket or client complain remain pending and present a through daily, weekly and monthly report to the management.
- Carry out weekly and monthly analysis of the problem reported by our clients and find the way to reduce them.
Field Service Technician
SICPA Tanzania LTD
04.2019 - 11.2020
- Installation of Electronic Tax system machines in Industries, SAS and SCL.
- Monitoring of SAS or SCL machines performance according to KPI and SLA.
- Maintaining site inventory for spare devices and Machines.
- Activity tracking and synchronizing with Team leader or service center whenever required.
- Incidence tracking for SICPA and Manufacturer faults through service now / SNOW tool.
- Software upgrade and management, remote upgrade and reporting.
NOC CORE and VAS Engineer
Vodacom Tanzania Plc
12.2017 - 04.2019
- Monitoring network performance on uptime and responded quickly to incidents.
- Site performance analysis and Optimization with their respective KPI.
- Technical support to first level and second level to Field Engineers.
- Provide shift Network Outage reports to NOC Manager about all the events occurring in the network and logs them within the online Data Base.
- Co-operate with third party transmission service providers in case of emergence outages.
- Developed comprehensive reports on system performance, aiding strategic planning efforts effectively.
- Demonstrated expertise in understanding and resolving technical issues swiftly, reducing downtime significantly.
- Resolved customer complaints promptly, improving overall client satisfaction rates.
- Demonstrated proficiency in handling multiple tasks under tight schedules without compromising on accuracy or quality.
- Collaborated with cross-functional teams to drive process improvements.
Network Administrator
University of Dar es Salaam (UDSM)
08.2017 - 12.2017
- LAN / WAN System support and Maintenance and minor Installation.
- Technical advice and Training on IT standard operating procedures and use of equipment.
- Troubleshot, repaired software and hardware problems on PCs, laptops and workstations.
- Manage and administered Microsoft server 2000 and network infra-structure.
- Network installation, troubleshooting and maintenance LAN and WAN.
- Management of backup Data and power devices. (Storage devices, UPS and stabilizers).
- Network with LAN/WAN and active directory for continuous office and department connections.
IT Support Engineer
TERA Technology and Engineering (T) LTD
06.2016 - 11.2016
- Led end-to-end IT projects, ensuring successful commissioning and integration of system solutions.
- Designed and administered LANs, WANs, CCTV, and voice networks to meet organizational needs.
- Configured and managed network devices such as routers, switches, and firewalls.
- Training on IT standard operating procedures and use of equipment for staffs after system installation.
- Refined cybersecurity measures, resulting in a safer online environment for users.
- Provided efficient customer service through the installation, configuration, and maintenance of hardware and software systems.
- Enhanced overall network performance implementing routine checks and updates.
- Managed helpdesk requests effectively reducing downtime experienced by employees.
System Administrator
Tanzania Airport Authority
06.2015 - 09.2015
- Responsible for networking, design, installation and maintenance services.
- Supporting users and network administrators over the telephone and by email.
- Maintain the organization's network infrastructure.
- Configuration and testing of any new hardware and software, and backup management.
- Installing and operating Windows desktop and server operating systems.
- TCP/IP networking and hardware maintenance and repair.
- Training Assistance with training of staff and new employees and compiling procedural documentation.
Education
Bachelor of Science - Computer Engineering and Information Technology
University of Dar es Salaam (UDSM)
Tanzania 10.2013 - 07.2017
Microsoft Azure Certificate - Azure
Microsoft Centre - SoftNET
Dar es Salaam, Dar es Salaam Region 06.2017 - 08.2017
Monitoring and Evaluation certificate - undefined
University of Dar es Salaam
Network Administrator certificate - undefined
African virtual university (AVU Kenya)
06.2017 - 08.2017
Skills
- Live chat software operation and technical support
- ITIL procedures understanding
- Customer relationship, management software
- Email support handling
Custom
- IT managed software - Service NOW and Change management, EMS and Aviat.
- Business and solution software - B2B/B2C Solutions (online Payment Systems), Salesforce.
- End user applications - Microsoft Package (Word, Excel, etc.), Power BI.
Timeline
Customer Support Engineer
Zanlink -Liquid Telecom Zanzibar
11.2020 - Current
Field Service Technician
SICPA Tanzania LTD
04.2019 - 11.2020
NOC CORE and VAS Engineer
Vodacom Tanzania Plc
12.2017 - 04.2019
Network Administrator
University of Dar es Salaam (UDSM)
08.2017 - 12.2017
Microsoft Azure Certificate - Azure
Microsoft Centre - SoftNET
06.2017 - 08.2017
Network Administrator certificate - undefined
African virtual university (AVU Kenya)
06.2017 - 08.2017
IT Support Engineer
TERA Technology and Engineering (T) LTD
06.2016 - 11.2016
System Administrator
Tanzania Airport Authority
06.2015 - 09.2015
Bachelor of Science - Computer Engineering and Information Technology
University of Dar es Salaam (UDSM)
10.2013 - 07.2017
Monitoring and Evaluation certificate - undefined
University of Dar es Salaam
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