Serena Kemboi
NOC Dispatch @ CKZ Group
About
I am a Network Operations Center (NOC) Dispatch professional specializing in real-time network monitoring, incident coordination, and field technician management within telecom environments.My role involves monitoring backbone links, identifying outages, dispatching technical teams, tracking SLAs, and ensuring minimal service disruption for customers.With a background in customer service and operations, I bring strong communication skills that help bridge technical teams and client expectations efficiently.Key Areas of Expertise:• Network Monitoring & Fault Detection• Incident Management & Escalation• Fiber & ISP Operations• SLA Tracking & Reporting• Field Technician CoordinationI am continuously building my expertise in IP networking and telecom infrastructure, with long-term goals of advancing into NOC Engineering and Network Optimization roles.
Kenya
Nairobi
Telecommunications
Technical Reports, Telecommunications Engineering, Ticketing Systems, Internet Service Provider (ISP), Enterprise Support, Issue Identification, Network Installation, Ticket Operations, Management Information Systems (MIS), Alarm Management, Customer Engineering, Routing, Troubleshooting, Incident Management, Technical Support, IP Networking, Telecommunications, Service Improvement, Cybersecurity Incident Response, Service Assurance
Experience
NOC Dispatch
CKZ Group
Nairobi County, Kenya
Monitor network links and backbone connectivity in real time Identify outages and initiate incident tickets Dispatch field technicians for fault resolution and maintenance Track SLA performance to ensure timely issue resolution Escalate major incidents to Level 2/Level 3 engineers Coordinate communication between engineering teams and customers Generate network status and performance reports.
Network Operations Center
CKZ Group
Monitoring and updating on links uptime. Dispatching technicians and monitoring. Sharing ETA and ETR promptly. Handling Escalation, Monitoring, Installations and support Tickets. Identifying outages and initiate incident tickets. Coordinating communication between engineering teams and customers.
TECNICAL SUPPORT INTERN
Vilcom Networks Limited
Nairobi County, Kenya
Customer Service Representative
Vilcom Networks Limited
Preparing and presenting daily reports on the progress. Dispatched technicians based on SLAs. Collaborated with team members to improve service delivery processes. Escalated complex issues to senior agents when needed. Monitoring, updating and closing of tickets within the ISP Scope.
Customer Support Representative
Vilcom Networks Limited
Proactively monitored network service tickets and ensured timely incident resolution. Created, updated, and closed trouble tickets with accurate documentation. Acted as first point of contact for clients, handling service assurance queries. Escalated unresolved or complex incidents to senior technical teams. Coordinated with field engineers for fault resolution and service restoration. Generated daily reports on incidents, ticket status, and network performance. Improved service delivery through collaboration with cross-functional teams.
Electrical Engineering Intern
Kenya Airports Authority
Mombasa County, Kenya
Technical Support Specialist
Kenya Airports Authority
Prepared product quotations and reports. Maintained and repaired faulty hardware and phones. Installed and updated software databases and backups. Configured and reinstalled Wi-Fi and CCTVs. Provided on-site troubleshooting and technical support.
Network Support Technician
Kenya Airports Authority
Provided first-level technical support and troubleshooting for network and system issues. Installed and maintained CCTV systems, WiFi networks, and passenger information systems. Responded to emergency incidents and ensured quick resolution to minimize downtime. Performed system monitoring, maintenance, and software updates. Supported data backup, system documentation, and reporting processes. Assisted in hardware/software installation, testing, and inventory management.
Customer Representative
Call center
Create solution-based emails, and live chat messages in response to customer tickets inquiries, and answer phone calls. Convey solutions and ideas to your clients that will improve clients business and Customer Service Experience. Attend team meetings to check in with clients and fellow team members.
Enumerator Supervisor
Ministry of labour and Social Protection
Nakuru, Kenya
Helping with the ESR software Filling Reports supervision of 5 Enumerators Approvals of Data
Education
Kabarak University
Telecommunications
Kabarak University
Computer Systems Networking and Telecommunications
B plain
Serena Kemboi's Contact Information
Phone
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