Lucas Segera

Promptly attend to customer issues within agreed SLA to ensure uptime and suitability of services provided by LTK to customers. Diagnose/ troubleshoot faults and perform mitigation and curative operations on the services provided to the customer as per assigned trouble tickets. Monitor functioning of client services and make necessary modification to ensure system performs according to standards. Modify and design existing set-ups for top clients and document the same to ensure maximum uptime. Offer advice on services and improvement plan and also more solutions to the assigned clients. Evaluate the escalated problems and offer customer expectation management to the customer while having the problem resolved in the background. Escalate and notify the Service Delivery Manager and CTO as is appropriate with recommended actions and/or resolutions to the case. Provide technical service improvement measures to clients and also internally. Help in the development of new business opportunities and upselling of existing services. Preparation and submission of weekly/monthly reports and the subsequent review meetings with the customers.

Service Assurance - Provide Measures to ensure client services are assured and maintained as up. Diagnose/troubleshoot faults and perform mitigation & Curative operations. Escalation Management - During times of major faults,required to manage both internal and external escalations. Escalate gateway faults to upstream providers,engaging them until fault resolution while maintaining constant communication with both internal & External customers,identifying lengthy faults and establishing cause of outage. Reporting - Development of reporting templates and generation of required reports whether regular or adhoc. Change Management - Receiving change requests from commercials,evaluations and assessment of the request, implementation of the change requests and updating tickets withe relevant change information. Service Delivery - Upgrades and downgrades of circuits,terminations and disconnections as requested by other departments,migrating client services to new set ups i.e backhauls or technologies,Ip address allocations and bandwidth management on clients services. Installation,configuration and management of servers e.g DNS,SMTP/PoP,Firewalls etc,Maintanance and upgrades on all system services software/hardware. Implementation of new client projects,participating in project meetings,documentation of project progress,offering technical expertise during ongoing technical projects and project resource management. Providing training to other employees and new employees on internal working procedures and other technical solutions.

Main focus is to deliver specific Technical post-sales service to the Platinum customer base while serving as an advocate for customer needs.This involves monitoring, resolving technical customer inquiries via phone and electronic means, as well as, site visits. Act as the primary technical point of contact for the assigned clients and providing advice and assistance to the client in relation to Solutions provided. Responsible for technical & specification review of cases logged by the platinum clients or implementing unique solutions through prior analysis, design & engineering, product modifications and submission within the Client Services Department. Possess detailed client product knowledge and highly skilled in Networking Solutions and Systems and to work closely with Platinum Account Managers to retain and support clients. To continue to expand their knowledge of the Telecoms industry by attending classroom training,sitting for various vendor certifications and completing on-line courses. Look for opportunities and gaps in customer set ups to increase revenue or up-sell.

Worked as a Customer Support Engineer at MTN Business Kenya formerly UUNET Kenya. Main tasks included; •Manning the help-desk and ensuring that Customer support is offered around-the-clock to clients. •Ensuring that all support calls are answered, responded to, acted upon and logged into the Sage Pastel - Client Relationship Management (CRM) system. •Checking and responding to client Email queries or forward the queries to other engineers to ensure that clients’ queries are answered promptly. This helps in reassuring clients and enhances customer satisfaction. •Monitoring network and clients links performance i.e. proactively monitor and ensure optimal performance in all network solutions for the over 500 MTN Business Kenya clients. • Ensure that all customer relations incidences and interactions are captured with the Client Relationship Management (CRM) system – Evolution. •Onsite support for clients with recurrent problems. •Onsite integration/deployment for new customers. •Cisco router, Cisco ASA firewall, Quintum VoIP,Teles gateways configuration and troubleshooting. •Skills in Avamarr and VMware for EMC systems. •Responding to customer queries either on phone or by e-mail •MPLS projects configuration & Deployment. •Automatic Failover configuration using RIP and OSPF protocols on Cisco Routers. •Integration, deployment and subsequent monitoring and maintenance of customer solutions. •Participate in project implementation as the Lead Engineer. •Site visits to troubleshoot and resolve technical customer issues for cases that cannot be resolved on phone. •As the Engineer on Duty (EOD), delegate and assigns tasks on scheduled site visits, supervise and man the helpdesk. •Post-implementation training and commissioning of customer solutions. Trained and experience use of Iperbill solutions for VoIP Billing

Worked as a UUNET Outsourced IT support Engineer at Sanofi Aventis Ltd.Main Duties Included: •First line support to users. •Basic Exchange Server administration. •Manage backup of the servers. •Troubleshooting both hardware and software related issues promptly. •Patch management on workstations both desktops and laptops. •Basic troubleshooting of the telephone system (PABX). •Checking remote access connection and subsequent troubleshooting of WAN/LAN related problems. •Installation of business application and other software as may be needed. •Acting as a link between the various hardware, software vendors/suppliers as well as the local ISP as may be required.

Working as a Service Delivery Intern at UUNET Kenya. The main duties include: • Customer service especially during night/weekend shifts. • Manning the help-desk and ensuring that Customer support is offered around-the-clock to clients. • Ensuring that all support calls are answered, responded to, acted upon and logged into the Client Relationship Management (CRM) system. • Checking and responding to client Email queries or forward the queries to other engineers to ensure that clients’ queries are answered promptly. This helps in reassuring clients and enhances customer satisfaction. • Monitoring network and clients links performance; to proactively monitor and ensure optimal performance in all network solutions. • Ensure that all customer relations incidences and interactions are captured with the Client Relationship Management (CRM) system – Evolution. • Management and overseeing of daily back up activities for company/Client data • Monitoring of key regional backbones and ensuring fast resolution incase of downtime • Responding to customer queries either on phone or by e-mail • Performing any other duties that may be assigned from time to time.

Computer Technology,Network design and Administration,Basic Programming,Communication Skills,Ethical Issues in IT