Mukupa Mwaba

NOC Operator

IHS Towers

Jun 2024 - Current (2 years 5 months)

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Senior Network Operations Centre (NOC) Specialist

Africonnect Zambia Limited

Feb 2016 - Jan 2021 (5 years)

• Respond to issues promptly, opening and updating tickets and providing regular status • Monitoring the Core network infrastructure of Africonnect/Vodacom network • Identifying and responding to Problems identified as reoccurrences on the network, Liaising with third party suppliers, and Engineers • Run daily and monthly reports and compile the monthly reports for Team and Management review. • Monitoring and Troubleshoot Networks • Work with vendors and handle fault management and event notification and escalation as needed

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(NOC) Engineer

Africonnect Zambia Limited

May 2014 - Jan 2016 (1 year 9 months)

• Troubleshoot Fibre (STM4), PTMP and PTP Wireless links • Monitoring Africonnect Network Performance and Capacity • Advising Engineers and management on any changes and upgrades needed to be done. • Raising Incidents (Tickets) in Africonnect CRM Incident Management Software of all faults recorded on the Network • Identifying and responding to faults on the network. • Liaising with all Third party suppliers • Handling Escalations through to resolution

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NMC

Africonnect Zambia Limited

May 2011 - Apr 2014 (3 years)

• Act as primary point of contact for outages & Escalations and assign Incident Managers for all emergency issues on the Network. • Assist the Network Engineering & Corporate Support team with installation and configurations of network devices and software as needed. • Work hand in hand with other High End Customers/Suppliers such as MTN, Airtel, Zamtel, Zesco and Liquid Telecom to ensure that SLAs are met.

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Corporate Field Support Engineer

Africonnect Zambia Limited

May 2010 - May 2011 (1 year 1 month)

• Installation and deployment of Clients Cisco Switches & Routers. • Installation of Clients CPEs and connectivity • Correction and repair of clients' broadband service • On-site installation of Clients Wireless Access Points. • Troubleshooting all Internet connectivity problems in Local Area Network (LAN) Wide area Networks (WAN) • Installation, configuration and troubleshooting of Motorola Next-net (CPE's), Motorola Canopy and Radwin Back-hauls at Customer Premises.

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Call Centre Technician (iCare Support)

Africonnect Zambia Limited

Feb 2009 - May 2010 (1 year 4 months)

• Answer incoming calls and respond to customers emails • Management and resolve customer complaints • Identify and escalate issues to supervisors • Research, identify, and resolve customer complaints using applicable software • Document all call information according to standard operating procedures • Recognize, document, and alert the management team of trends in customer calls • Other duties as assigned

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Computer Technician

Multi-Vendor Services Ltd

Jan 2004 - Mar 2005 (1 year 3 months)

• Set up hardware and install and configure software and drivers • Maintain and repair technological equipment (e.g. routers) or peripheral devices • Install well-functioning LAN/WAN and other networks and manage components (servers, IPsetc.) • Manage security options and software in computers and networks to maintain privacy and protection from attacks • Perform regular upgrades to ensure systems remain updated • Troubleshoot system failures or bugs and provide solutions to restore functionality • Arrange maintenance sessions to discover and mend indecencies • Keep records of repairs and fixes for future reference • Offer timely technical support and teach users how to utilize computers correctly

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Mukupa Mwaba

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Behavioral traits