Hosea Imbo

HOSEA IMBO AGURE Nationality: Kenyan Phone number: (- (Mobile) LinkedIn: www.linkedin.com/in/hosea-imbo-agure-a4 Email address:- Address: Valencia, Spain (Home) ABOUT ME • Skilled Telecommunication Engineer with expertise in application support, network systems design, and ICT solutions. • Proficient in Agile methodologies, service management tools, cloud technologies, and software development, delivering innovative solutions and optimizing operations. EDUCATION AND TRAINING 04/09/2023 – 31/01/2025 MADRID, Spain MASTER OF TELECOMMUNICATION ENGINEERING Polytechnic University of Madrid (UPM) 01/10/2022 – 20/08/2023 Padova, Italy MASTER OF SCIENCE INFORMATION COMMUNICATION TECHNOLOGY FOR INTERNET AND MULTIMEDIA University of Padova Address Via Giovanni Gradenigo 6/A , 35131, Padova, Italy 21/09/2018 – 31/01/2022 Budapest, Hungary BACHELOR OF SCIENCE ELECTRICAL ENGINEERING(TELECOMMUNICATIONS SPECIALIZATION) Budapest University of technology and Economics Address Műegyetem rkp. 3-9, 1111, Budapest, Hungary 13/02/2012 – 13/12/2015 Kisumu, Kenya HIGH SCHOOL DEGREE Got-Rateng' High School Address Kadongo 68, 40223, Kisumu, Kenya WORK EXPERIENCE 01/07/2024 – 31/03/2025 Valencia, Spain APPLICATION SUPPORT TECHNICIAN INTERN UNITED NATIONS, UNICC • Provided daily maintenance and support for 3+ mission-critical applications, ensuring 99.9% uptime for UNICC partners. • Resolved an average of 15+ tier-2 application issues promptly per week, ensuring minimal downtime, and efficiently escalated complex issues to tier-3 teams. • Assisted in the evaluation, configuration, and installation of new software releases, adhering to established 100 % configuration management standards to maintain system integrity. • Played a key role in the deployment of operational tools and the implementation of streamlined processes, enhancing support operations and efficiency. • Addressed application-related queries from remote users, providing clear guidance and troubleshooting assistance, improving user experience. • Conducted weekly knowledge transfers to tier-1 support teams, improving their ability to handle common application issues and reducing escalation rates. • Contributed to the development and updating of technical documentation and system reports, ensuring documentation was accurate, up-to-date, and easily accessible for future reference. • Actively participated in operational meetings, providing insights and recommendations for continuous improvement in application support processes. 04/04/2016 – 20/06/2018 Kisumu, Kenya CUSTOMER SERVICE ADMINISTRATOR KASDEV INVESTMENT LIMITED • Scheduled and coordinated meetings, calls, and follow-ups with internal teams and clients. • Managed over 200 customer interactions per week, ensuring 95% customer satisfaction by providing accurate product and service information. • Resolved 90%+ of customer complaints within 24 hours, improving customer retention and experience using Microsoft ERP system. • Maintained and updated customer accounts, ensuring accuracy in data entry and reducing errors by . • Assisted in record updates, proactively following up with customers per month, reducing repeat inquiries and improving overall service efficiency. • Managed incoming and outgoing correspondence via Microsoft Outlook and Gmail. • Generated and formatted reports and presentations using Microsoft Word, PowerPoint, and Google Docs for management reviews. • Monitored and updated inventory records and office supplies using Netsuite. LANGUAGE SKILLS Mother tongue(s): SWAHILI C1-PROFICIENT USER. Other language(s): UNDERSTANDING SPEAKING WRITING Listening Reading Spoken production Spoken interaction ENGLISH C1 C1 C1 C2 C1 SPANISH A1 A1 A1 A1 A1 Levels: A1 and A2: Basic user; B1 and B2: Independent user; C1 and C2: Proficient user DIGITAL SKILLS Network concepts knowledge (NAT, DNS, DHCP, Firewall rules) wireless network Network System Design Fixed Access Network Project management tools (Trello, Hive, etc.) Agile methodologies (SAFe, Scrum) Team-work oriented Microsoft Office Visual studio - Visual Basic Data Gathering, Data Visualisation, Data Analysis Databases: MySQL, MariaDB, PostgreSQL, MongoDB PHP, Javascript, JAVA, PYTHON, C# ,R Network Maintenance and Troubleshooting Escalation I.T. Troubleshooting Technical support. Change Requests ITSM/ITIL/ ServiceNow PROJECTS 06/07/2024 – 10/12/2024 Application Support Cost Calculation Model & Web Application Development Developed a web-based application for accurate cost hours estimation of application support, using historical ticket data to analyze cost trends and aid budgeting and resource planning. The application also estimates support costs for new applications based on client inputs, automating the process for greater efficiency and scalability. 13/09/2023 – 10/01/2024 On-Court Player Tracking and Analysis System for Professional Basketball League Led the development of an innovative player tracking system for the Professional Basketball League, utilizing wearables, artificial intelligence, and decision support tools to collect and analyze data on player movement, performance, and condition during practices and games. COMMUNICATION AND INTERPERSONAL SKILLS Communication and Interpersonal skills I have developed strong communication skills, including active listening, negotiation, and confident interaction with diverse groups. My ability to empathize, solve problems, and build lasting relationships has allowed me to effectively address and resolve conflicts in various professional settings.