Frontline Manager Resume Example UGANDA TELECOM LTD

FRONTLINE MANAGER

Professional Summary

Proactive and meticulous Telecom Professional with over 14 years of experience in IT and Telecom industry. Proficiencies in networks, LAN & WAN, cellular communications, end user support, call manager , VoIP, PBX and network administration. Customer-oriented team player with expertise generating optimal satisfaction levels while building profits and client generation. Results-driven, goal-oriented and looking to leverage effective background into your organization.

Skills

Excellent Communication skills, Marketing and sales skills
Customer service, Network management
Project manager supervision
LANs & WANs, VOIP &PBX Expertise
Knowledge of a variety of network management tools, test equipment, circuits, and routers.
Analytical skills, Inspection
Problem solving skills
Repair, Wiring/Cabling skills.
Interpersonal skills, Team lead
Managerial skills

Organized managerial style
Knowledge of DNS, TCP/IP and other networking concepts.
Working knowledge in Cisco Network including:
O Cisco Call Manager
O Cisco Load balancer
O Cisco switches & routers
O Cisco Wireless
Agency, Inspect, Presentation skills, Trouble shooting skills
Knowledge in Cabling and ISP networks
Test Equipment

Work History

Frontline Manager06/2013 to 03/2019
UGANDA TELECOM LTD, Kampala, Central

Planned work schedules and assigned duties to maintain adequate staff for effective performance of activities and response to fluctuating workloads.
Provided customer care and advice to internal and external customers as regards voice, data and internet links and all customer operations.
Strategically worked with the maintenance team, enterprise support manager, provisioning &installation manager and commercial managers to ensue set SLAs within the 1st and 2nd level are adhered to.
Did customer experience management by getting feedback from the technical team about the service delivery.
Communicating needed engineering changes to ISP core Team, enterprise sypport and network administrators.
Analyzing all technical operations and reports that affect the organization.
Collaborated with workers and managers to solve work-related problems.
Reviewed work throughout the work process and at completion to ensure that it has been performed properly.
Evaluated employee performance and prepared performance appraisals.
Performed the same work duties as those supervised or perform more difficult or skilled tasks or assist in their performance.
Prepared and maintained work records and reports of information such as employee time and wages, daily receipts, or inspection results.
Conducted staff meetings to relay general information or to address specific topics, such as safety.
Devised, deployed and monitored processes to boost long-term business success and increase profit levels 99%.
Excelled in every store position and regularly backed up front-line staff to keep expertise fresh and relevant.
Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
Increased operational efficiency by developing improved filing systems for confidential client records and reports.
Maintained store equipment, including computers, printers and fax machines.
Modernized and improved operational procedures to increase efficiency and profitability while tightly controlling costs such as labor and preventing waste.
Performed customer needs assessments and coordinated resolutions with supply chain and quality teams.
Supervised site investigations, reported issues and escalated those that required further assistance.
Set, enforced and optimized internal policies to maintain efficiency and responsiveness to demands.
Communicated best practices among on-site and external personnel to align efforts and goals.
Identified and communicated customer needs to supply chain capacity and quality teams.
Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
Directed training and retraining of employees to boost performance and enhance business results.

Network Engineer02/2009 to 05/2013
Uganda Telecom LTD, Kampala, Uganda

Oversaw network performance, making changes when needed to boost overall efficiency and power.
Protected forensic value of data and established monitoring and incident reporting and response procedures.
Collaborated with engineering to report issues, manage project deliverables and provide status reports.
Administered and prepared programs for IP addresses, developed network resources and trained support personnel to provide Tier I support to end users.
Collaborated on network development, implementation, and maintenance of routers, switches, firewalls and NAC and WAN optimization.
Performed and adhered to change management requirements.
Demonstrated advanced knowledge of large-scale global enterprise network operations and security.
Identified departmental needs and made suggestions regarding technical direction.
Administered software licensing and purchasing for effective installation of network.
Developed strategies, budgets and deployment plans to inform and influence management and stakeholders.
Provided configuration recommendations and assistance in customer deployment.
Attained efficiencies through technology upgrades and process improvements, including paperless document approval system and new automated sales-to-delivery and order processing system.
Supported multi-tier architectures, including application of tier isolation best practices.
Analyzed data traces using protocol analyzers to identify anomalies and find solutions.
Oversaw development and maintenance of computer systems, server upgrades and operating systems.
Technically supported project planning team for development and implementation of proposals and solutions to address hardware and software problems and network emergencies.
Developed network test and validation processes to assist in maintaining alignment with solution design.
Ensured system functionality and backup for network related equipment.
Performed configuration and troubleshooting of Cisco & Arista routing/switching platforms.
Maintained thorough understanding of local area and wide area networking and components.
Configured and installed computer systems for other sub-organizations.
Planned and designed projects and analyzed existing network systems and procedures to foster efficiency and effectiveness.
Provided network support and performed troubleshooting to resolve various WAN/LAN connectivity issues.
Prioritized simultaneous projects to perform effectively under shifting deadlines in fast-paced environment.
Monitored networks and network devices to resolve technical problems quickly.
Diagnosed and executed resolution for all network and server issues.
Planned implementation of network enhancements and upgrades.
Developed and wrote recommendations for departmental policies, procedures, technical standards and guidelines.
Supported data center power and cooling infrastructure and consistently applied critical facility operational best practices.
Led meetings with departmental managers to review project status, propose changes and draft action plans.
Performed day-to-day LAN and WAN administration, maintenance and support.
Monitored network capacity and performance, as well as diagnosed and resolved complex network problems.
Analyzed and produced recommendations on continuous network improvements.
Liaised with cabling infrastructure vendors and domestic and international ISPs.
Maintained company servers, computers, printers, cables and other equipment.
Installed and maintained data and voice circuits through routers, switches, and WAN devices.
Installed, supported and maintained company hardware and software infrastructure according to best practices.
Provided firewall and VPN management, security and incident response.
Configured and performed troubleshooting with routing and switching protocols.
Provided complete end-to-end engineering and installation of route-based IP network solutions.
Researched and read up on new and unfamiliar technologies for quick and effective adoption.
Designed and evaluated WAN and LAN connectivity technologies.
Configured, managed and troubleshot VOIP and multi-media (video) distributed systems and platforms.
Worked closely with network support team for operational support, tasks and projects.
Provided on-call support for network engineering duties.
Configured, managed and evaluated multi-protocol network elements for effective end-to-end communications.
Mitigated risk by analyzing complex computer systems to assess vulnerabilities.
Planned, implemented and maintained wireless network strategy and operation.
Provided all required network documentation to inform management.
Diagnosed network problems involving combination of hardware, software, power and communications issues.
Demonstrated strong analytical, troubleshooting and problem-solving skills.
Worked closely with customers to identify business needs, including costs and benefits of implementing computing solutions.
Reviewed technical specifications from clients and vendors to confirm adequacy, accuracy and functionality.
Analyzed and recommended solutions and upgrades to services to streamline processes.
Worked with sustaining engineering teams to investigate and resolve software and hardware defects.
Advised network users regarding hardware requirements, configurations and limitations.
Provided detailed technical documentation, including network diagrams, process flow charts and procedural guidelines.
Checked rigorous application of information security policies, principles and practices for continuous delivery of network services.
Monitored network hardware operations to evaluate proper configuration.
Prepared operational reports, including trouble resolution and analysis, project status, equipment and network requirements.
Collaborated with associates in both technical and non-technical contexts.
Contributed to implementation and support of SNMP monitoring software and other network monitoring tools.
Contributed to implementation and support of SNMP monitoring software and other network monitoring tools.
Resolved and documented customer reported network issues via phone and e-mail.
Resolved and documented customer reported network issues via phone and e-mail.

Telecom Technician04/2005 to 01/2009
GROUP MFI LTD, Kampala, Central

Troubleshooting, diagnosing and resolving hardware, software and other network and system problems.
Replacing faulty network hardware components when required.
Maintaining, configuring and monitoring email applications.
Monitoring network performance to determine if adjustments need to be done.
Provide technical support to designers, marketing and sales departments, suppliers, engineers and other team members throughout the product development and implementation process.
Test and verify hardware and support peripherals to ensure that they meet specifications and requirements, by recording and analyzing test data.
Monitor functioning of equipment and make necessary modifications to ensure system operates in conformance with specifications.
Analyze information to determine, recommend, and plan layout, including type of computers and peripheral equipment modifications.
Build, test, and modify product prototypes using working models or theoretical models constructed with computer simulation.
Analyze user needs and recommend appropriate hardware.
Direct technicians, engineering designers or other technical support personnel as needed.
Confer with engineering staff and consult specifications to evaluate interface between hardware and software and operational and performance requirements of overall system.
Write detailed functional specifications that document the hardware development process and support hardware introduction.
Provide training and support to system designers and users.
Assemble and modify existing pieces of equipment to meet special needs.
Evaluate factors such as reporting formats required, cost constraints, and need for security restrictions to determine hardware configuration.
Recommend purchase of equipment to control dust, temperature, and humidity in area of system installation.
Update knowledge and skills to keep up with rapid advancements in computer and network technology.
Maintain a deep understanding of unified communications and video conferencing, VoIP systems, PBX systems.
Installation and maintenance of VoIP and PBX systems.
Maintain Call Manager for different customers.
Note differences in wire and cable colors so that work can be performed correctly.
Test circuits and components of malfunctioning telecommunications equipment to isolate sources of malfunctions, using test meters, circuit diagrams, polarity probes, and other hand tools.
Test repaired, newly installed, or updated equipment to ensure that it functions properly and conforms to specifications, using test equipment and observation.
Inspection of equipment on a regular basis in order to ensure proper functioning.
Repair or replace faulty equipment such as defective and damaged telephones, wires, switching system components, and associated equipment.
Remove and remake connections in order to change circuit layouts, following work orders or diagrams.
Demonstrated equipment to customers and explain how it is to be used, and respond to any inquiries or complaints.
Analyzed test readings, computer printouts, and trouble reports to determine equipment repair needs and required repair methods.
Assembled and installed communication equipment such as data and telephone communication lines, wiring, switching equipment, wiring frames, power apparatus, computer systems, and networks.
Communicated with bases, using telephones or two-way radios to receive instructions or technical advice, or to report equipment status.
Collaborated with other workers in order to locate and correct malfunctions.
Tested connections to ensure that power supplies are adequate and that communications links function.
Climb poles and ladders, use truck-mounted booms, and enter areas such as manholes and cable vaults, in order to install, maintain, or inspect equipment.
Designated cables available for use.
Run wires between components and to outside cable systems, connecting them to wires from telephone poles or underground cable accesses.
Removed and replaced plug-in circuit equipment.
Routed and connected cables and lines to switches, switchboard equipment, and distributing frames, using wire-wrapguns or soldering irons to connect wires to terminals.
Programmed computerized switches and switchboards to provide requested features.
Diagnosed and corrected problems from remote locations, using special switchboards to find the sources of problems.
Maintain computer and manual records pertaining to facilities and equipment.
Install updated software, and programs that maintain existing software and/or provide requested features such as time-correlated call routing.
Entered codes needed to correct electronic switching system programming.
Addressed special issues or situations, such as illegal or unauthorized use of equipment, or cases of electrical or acoustic shock.
Examined telephone transmission facilities to determine requirements for new or additional telephone services.
Determined viability of sites through observation, and discuss site locations and construction requirements with customers.
Performed routine maintenance on equipment, including adjusting and lubricating components, and painting worn or exposed areas.
Measured distances from landmarks to identify exact installation sites for equipment.
Installed telephone station equipment, such as intercommunication systems, transmitters, receivers, relays, and ringers, and related apparatus, such as coin collectors, telephone booths, and switching-key equipment.
Provided input into the design and manufacturing of new equipment.

Education

Bachelor of Engineering (B.E): : Telecommunications Engineering

KYAMBOGO UNIVERSITY - Kampala, Central

GPA: 3.68, U. S. Equivalency: Bachelors Degree in Telecommunication Engineering, GPA: 2.74

Diploma: : Telecommunications Engineering

KYAMBOGO UNIVERSITY - Kampala, Central

GPA: 3.75, U. S. Equivalency: 169 Credits of Undergraduate Program, GPA: 3.06

High School Diploma

St. Joseph's Girls S S S Nsambya - Kampala

Certifications

CompTIA Network+

Resume Overview

Companies Worked For:

UGANDA TELECOM LTD
Uganda Telecom LTD
GROUP MFI LTD

School Attended

KYAMBOGO UNIVERSITY
St. Joseph's Girls S S S Nsambya

Job Titles Held:

Frontline Manager
Network Engineer
Telecom Technician

Degrees

Bachelor of Engineering (B.E) : Telecommunications Engineering
Diploma : Telecommunications Engineering
High School Diploma

Frontline Manager Resume Example

Resume Score: 80%

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