Summary
Overview
Work History
Education
Skills
Attributes
References
Certification
Timeline
Generic
Rosemary Nampanda

Rosemary Nampanda

Blantyre

Summary

I am a result oriented, team player, self -starter with attention to detail. I am a fast leaner and capable to work with minimal supervision. An energetic, enthusiastic, and hard-working person with strong communication and organization skills. I enjoy challenges and likes learning new things, adapts quickly to new situations. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Overview

16
16
years of professional experience
1
1
Certification

Work History

Pre-Sales Technical Officer

Telekom Networks Malawi
07.2021 - Current
  • Lead customer business value identification and discovery
  • Understand how our solutions and their unique differentiation can be used within the customer's existing architecture, business environment and customer requirement
  • Support sales activities in terms of technical perspective
  • Providing clients with knowledgeable advice, guiding their choices, promptly resolving complaints, and ensuring client satisfaction
  • Lead technical demonstration
  • Lead technical workshops, seminars, and engagements with customers who are interested in an in-depth understanding of our solution’s technical perspective
  • Prepare the technical responses to RFPs and other documents as required
  • Performing project deployment & maintenance by providing technical expertise to deliver project successfully and meet customer satisfaction
  • Attend meetings with potential Clients to determine technical and business requirements and ensuring that all necessary information is collated prior to producing a solution
  • Provide accurate and timely management information, to include - activity reports, bid reviews, project forecasts, KPI’s Adhere to the Company’s Quality and Business Processes.

BSC/RNC & RAN Engineer

Telekom Networks Malawi
08.2018 - 06.2021
  • Performs BSS, BTS and eNodeB and capacity upgrades and optimization
  • Resolves technical customer complaint and provide first line support to all customer issues through traces and KPI checks
  • 2G/3G/4G network planning, optimization & troubleshooting of the degraded KPIs resulting into poor user experience
  • Ensures that BSS, BTS and eNodeB network availability, Key Performance Indicators (KPI) and quality are meeting the set standards and are within the MACRA target using tools like U2020, PRS, METRICELL
  • Perform GSM, UMTS, LTE and BSC/RNC related network configuration tasks
  • Perform all applicable Operational activities, i.e
  • Corrective & preventive maintenance, related to BSC/RNC
  • Handle daily troubleshooting as per the NOC/OMC analysis and escalation of any problem
  • Add neighbors, activate and track the performance of each newly commissioned site/sector
  • Analyzing data from multiple drive tests to identify coverage issues, do network research, and verify sites
  • Running drive tests and monitoring system activities
  • Measuring capacity, coverage and service quality and designing new evaluation techniques and processes.

IT Helpdesk

NICO Technologies
03.2018 - 07.2018
  • Reporting directly to the IT Manager and collaborating closely with other IT team members
  • Responding to queries in a timely and accurate manner and resolving queries to the user’s satisfaction at NICO Life Insurance
  • Provide first level contact and convey resolutions to customer issues
  • Track, route and redirect problems to correct resources
  • Walk customers through problem solving process
  • Follow up with customers, provide feedback and see problems through to resolution
  • Analyzing call logs and tickets to spot trends and underlying issues: Ensure proper recording, documentation, and closure
  • Run reports to determine malfunctions that continue to occur
  • Training staff on Microsoft Office 365 packages and company IT policy
  • Logging tickets in the Help Desk Ticketing System (manage engine)
  • Performing daily Data backups for Life master and SAGE-Accpac systems
  • Extracting and preparing daily Systems Database integration reports.

OMC Officer

Airtel Malawi
05.2009 - 12.2010
  • Day to day monitoring of the entire network by managing the events and alarm occurrences
  • Site creation and database uploading
  • Providing a single (informed) point of contact for customers
  • First-line customer liaison
  • Respond to questions related to services and network issues and problems
  • Keeping customers informed on network, request status and progress
  • Recording and tracking incidents and complaints
  • Technical troubleshooting and corrective measures
  • Closing incidents and confirmation with the customers
  • Monitor trouble tickets within trouble ticketing system
  • Making an initial assessment of requests, attempting to resolve and escalate unresolved to 2nd line
  • Monitoring and escalation procedures relative to the appropriate SLA
  • Liaising with it/network support team to ensure that the required levels and quality of service are achieved
  • Monitor and review of the levels of it/network services specified in the service level agreement.

IT Helpdesk

Airtel Malawi
11.2008 - 04.2009
  • Assigning helpdesk tickets to available technicians
  • Hands on technical support
  • Direct technical problems to appropriate staff
  • Solving abandoned requests
  • Data entry
  • Identify and escalate situations requiring urgent attention
  • Prioritize requests for technical assistance
  • Working with technical colleagues to document problem resolutions in helpdesk system
  • Assisting customers with their questions about any of technical systems and computing platforms
  • Key Performance Indicators: Making full use of available resources
  • Timely delivery of assigned projects
  • Number of requests resolved within target period in helpdesk system.

Education

Bachelor of Science in Information Technology - Software Engineering and Systems Management

University of Malawi – The Malawi Polytechnic

Advanced Diploma in Computer Studies - Database Management Systems . Project Management & Networking (WAN/LAN)

National College of Information Technology

Malawi School Certificate of Education -

Our Lady of Wisdom

Skills

  • Work Coordination
  • Report Writing
  • Strategic Planning
  • Innovation and Creativity

Attributes

  • Analytical and conceptual thinking: Able to analyze and synthesize experience, observations, and information to evaluate options and identify patterns and future possibilities.
  • Flexible and adaptive: Able to shift and accept other viewpoints. Adapts quickly and effectively to changing situations. Able to adjust to unexpected change.

References

  • Mr. Steven Ngwira, Head of Transmission Networks, Telekom Networks Malawi, P.O. Box 3039, Blantyre, Steven.ngwira@tnm.co.mw, + (265) 888 113 111
  • Mr. Wilkins Mijiga, Head, Strategy, Marketing & Client Coverage, National Bank of Malawi, P.O. Box 945, Blantyre, wmijiga@natbankmw.com, + (265) 999 844 149
  • Mr. Mphatso Manda, Networks Director, Airtel Malawi, P.O. Box 52, Lilongwe, mphatso.manda@mw.airtel.com, + (265) 999 989 930

Certification

  • Certified [Job Title], [Company Name] - [Timeframe]

Timeline

Pre-Sales Technical Officer

Telekom Networks Malawi
07.2021 - Current

BSC/RNC & RAN Engineer

Telekom Networks Malawi
08.2018 - 06.2021

IT Helpdesk

NICO Technologies
03.2018 - 07.2018

OMC Officer

Airtel Malawi
05.2009 - 12.2010

IT Helpdesk

Airtel Malawi
11.2008 - 04.2009

Bachelor of Science in Information Technology - Software Engineering and Systems Management

University of Malawi – The Malawi Polytechnic

Advanced Diploma in Computer Studies - Database Management Systems . Project Management & Networking (WAN/LAN)

National College of Information Technology

Malawi School Certificate of Education -

Our Lady of Wisdom

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