MAUSA FESTUS KIPRONO
P.O Box-,Olenguruone, Nakuru--
PROFESSIONAL SUMMARY
Telecommunications engineer with a BSc in Information Technology and extensive experience in providing second line maintenance
support for Radio Access systems. Skilled in troubleshooting complex issues, managing supplier interfaces, and performing system
upgrades. Proven ability to develop efficient troubleshooting tools and processes, enhancing operational reliability. Certified in CCNA,
ITIL Expert, and Scrum Fundamentals, with a strong commitment to quality and continuous improvement.
EXPIRIENCE
7/2017 to Present
SERVICE OPERATION ENGINEER-DIGITAL SERVICES
INFORMATION TECHNOLOGY SUPPORT ENGINEER
• Ensured high availability and performance of IT infrastructure, meeting stringent uptime requirements.
• Collaborated with team members to enhance tools and systems for increased operational efficiency.
• Maintained comprehensive documentation of network configurations and incident resolutions.
• Provided technical support for financial applications, including M-PESA, ensuring system reliability.
• Coordinated troubleshooting efforts with internal and external teams to resolve application issues.
• Prepared and disseminated timely performance reports for IT infrastructure and applications.
• Managed the escalation of unresolved issues, ensuring prompt follow-up for resolution.
• Ensure all major and critical changes discussed in the CAB have a deployment plan and CRQ, which are
duly completed and approved.
• Monitoring, escalation, and resolution of DIT service incidents via Dynatrace, Huawei I2000, Digital View,
and UOC NMS.
• Responsible for ensuring the monitoring of all Safaricom Digital services that ensure compliance with the
Tier I model and SLAs, using approved monitoring tools such as Dynatrace, Splunk, Elastic Search,
Huawei Digital View, and SolarWinds.
VALUE ADDED SERVICE (VAS) SUPPORT ENGINEER
• VAS Systems and Services’ diagnosis ensures that MTTR and other service availability KPIs are met.
• Support the integration of all VAS solutions/systems in line with the Digital IT strategy execution plan.
• Properly escalate and document unresolved service or system issues to the appropriate internal or external
teams and follow up to ensure they are satisfactorily closed within the SLA.
• Collaborate with both technical and business teams to ensure seamless deployment of products.
• Proactively manage capacity and ensure VAS systems operate within the specified threshold.
• Provide prompt and accurate feedback to stakeholders on the assigned task.
• Ensure that changes and releases adhere to regulatory requirements and internal governance standards.
• Communicate change plans, schedules, and status updates to stakeholders.
RADIO ACCESS NETWORK (RAN) SUPPORT ENGINEER
Detection of 2G, 3G, and 4G network technologies' performance degradation, root cause, and event
correlation analysis.
• Notification and tracking of network performance degradation information (e.g., root cause), corrective
actions, etc in trouble ticket.
• Responsible for the process of effectively monitoring all services that ensure compliance with the Tier
model and SLAs.
• Monitoring, escalation, and resolution of RAN service incidents in the use of vendor management tools
such as U2000, Netact, and IP RAN.
• Perform regular process improvement reviews to ensure ongoing optimization.
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05/2015 -07/2017
Proactively identify and mitigate network issues that impact user experience, such as poor voice quality, or
slow data speeds.
Guide junior engineers and field technicians in optimization techniques, fostering a culture of technical
excellence and accountability.
Provide timely, accurate, and effective communication on service-impacting events.
Work with vendors on issue resolution and communications.
Manage and document standards, policies, and processes for the SOC based on best practices.
Coordination with other relevant departments and colleagues to minimize downtime and ensure smooth
operation.
Proficiency in using optimization tools such as TEMS, Actix, Atoll, MySQL, M2000, NetAct, Advanced
Excel, Erlang-B, etc.
Monitor and analyze network performance trends to proactively address potential issues before they impact
customers.
Dispatch field technicians to various sites and provide guidance for network device connection
configuration and troubleshooting.
Create, open, resolve, and close escalated trouble tickets using the Remedy ticketing system.
RADIO & NETWORK OPTIMIZATION ENGINEER
NETWORK SOLUTION KENYA LIMITED (NETSOL)
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02/2015 to 04/2015
Perform drive tests, post-process data, and implement corrective actions to address coverage gaps and
capacity constraints.
Fault detection and diagnosis of GSM, BSS, NSS, and transmission line networks.
Managing faults resulting from the Base Station Subsystem, Microwave, Satellite Links, and Media
Gateways.
Manage and coordinate the physical optimization of 2G, 3G, 4G, and 5G infrastructure.
Installation of 2G, 3G, 4G, and 5G technologies in accordance with the agreed capacity, quality, and
coverage indicators.
Utilize optimization tools (e.g., TEMS, Nemo), and network management systems to assess and fine-tune
RAN performance.
Site acceptance, alarm testing, and commissioning for new sites.
Perform correct network configuration to resolve capacity and quality problems.
Carry out preventive and curative maintenance for BTS sites and transmission networks.
Execute work orders for radio network optimization.
Network optimization, i.e., quality improvement, coverage, and capacity enhancement, BSS parameter
optimization, etc.
Lead end-to-end cluster optimization projects, ensuring KPIs (e.g., throughput, latency, drop rate) meet or
exceed targets.
ICT TRAINER
PROJECT DUBBED ENEZA
• Contributed to Eneza project aimed at enhancing computer literacy in Kenyan prisons,
starting with Thika Prison.
• Designed and updated training materials and programs to meet educational needs.
• Conducted engaging training sessions utilizing diverse teaching methods.
• Assessed learner progress and delivered constructive feedback for improvement.
• Identified personalized learning paths tailored to individual student needs.
• Maintained comprehensive records of training sessions and prepared performance reports.
03/2011 to 05/2011
ICT INTERN
NATIONAL HOSPITAL INSURANCE FUND
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Software installation, hardware maintenance, and help desk support.
Wireless access point management by use of Cisco Wireless Management Control.
Configuring and granting access rights to the biometric access system and devices.
Scheduled creation of daily backups for the main business applications on the respective resident servers.
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Provision of first-level support for users on network/system-related issues in the LAN/WAN environment.
Scheduled creation of daily backups for the main business applications on the respective resident servers.
Supervise the management of planning, development, deployment, operations, and maintenance of IT-based
information systems in NHIF, including the branches.
Guide and coordinate all ICT projects related to the installation of major information systems for NHIF.
Conducted analyses addressing failure, reliability or yield improvement.
Researched feasibility, design or performance of components or systems.
Provided support during the installation, maintenance, repair, and calibration of equipment.
Generated technical reports for customers.
Contributed innovative ideas and solutions to enhance team performance and outcomes.
Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our
products and services.
Provided support and guidance to colleagues to maintain a collaborative work environment.
EDUCATION
01/2025
ANALYTICS, AI, AUTOMATION FOR ASSOCIATES
Skillsoft
06/2018
SCRUM FUNDAMENTALS CERTIFIED.
VMEDu
05/2017
CERTIFICATION: BIG DATA DEVELOPER MASTERY AWARD (UNDER IBM)
Jomo Kenyatta University of Agriculture and Tec
hnology
04/2016
11/2015
CERTIFICATION: MICROSOFT CUSTOMER RELATIONSHIP MANAGEMENT(CRM)
Techno Brain
BACHELOR OF SCIENCE IN INFORMATION TECHNOLOGY
Jomo Kenyatta University of Agriculture and Technology
11/2012
02/2012
CERTIFICATION: DATABASE ADMINISTRATION {MsSQLSERVER}
Jomo Kenyatta University of Agriculture and Technology Enterprise Limited
CERTIFICATION: CISCO CERTIFIED NETWORKING ASSOCIATE(CCNA)1-4
Jomo Kenyatta University of Agriculture and Technology
05/2010
11/2008
DIPLOMA: INFORMATION TECHNOLOGY
Jomo Kenyatta University of Agriculture and Technology
KCSE: KCSE
Moi Amalo Secondary School
SKILLS
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Ability and enthusiasm to keep up with new technology developments.
Strong Communication and interpersonal skills.
Critical Thinking and Problem Solving.
Experience in Nokia or Huawei RAN equipment
Experienced in managing software upgrades to resolve issues and implement new features efficiently.
Experience with end-to-end application monitoring, tracing and alerting using tools
Good understanding of 2G, 3G & 4G network technologies
Working knowledge of databases (NoSQL and SQL databases).
Capable of developing automated processes to enhance the efficiency and accuracy of configuration management.
Prepare and publish accurate and timely system performance reports.
Data backup and recovery systems
REFEREES
1. Robert Kiprono Manager
Tel:-
Email-o.ke
Box- Safaricom
house, Waiyaki
Naomi Chirchir
Optimization Engineer Netsol
Tel:-
Email:-P.O Box- Nairobi
Meshack Kiminza Team Manager - NOC
Tel:-
Email:-P.O Box-
Safaricom house, Waiyaki way
