PatriciaW

VOIP Network Support Technician

Do an interview with PatriciaW

About me

I’m a network administrator with over 12 years of experience ensuring that organizations stay connected, secure, and resilient. I thrive on solving complex challenges, whether it’s optimizing LAN/WAN performance, strengthening firewall defenses, or building disaster recovery strategies that keep businesses running smoothly. What excites me most is creating systems that not only meet technical standards but also empower teams to work confidently and efficiently. I enjoy collaborating with vendors, documenting processes, and upgrading systems in ways that balance compliance with cost‑effectiveness. At the core, I’m driven by a passion for building reliable networks that people can trust every day.

Education

Education & Training


● 2008: Diploma in Computer Engineering
● 2003: Certificate in Computer Science, 2003 – 2003
● 2024: AWS Re/Start Cloud Studies
● 2024: AWS Solutions Architect
● 2025: Software Engineering (Artificial Intelligence, MERN,Python, HTML, CSS, MySQL),
● 2024: AFRINIC-IPV6- September 2024

Certifications


● AWS Certified Solutions Architect – Associate December 2024
● AWS Certified Cloud Practitioner August 2024
● Sophos Cloud Security Provider
● Sophos Central Endpoint & Server Engineer
● Sophos XG Firewall V17.5 Engineer
● CompTIA A+ (220-901 & 902)
● CompTIA Network+ (N10-007)
● CCNA Discovery: Networking for Home and Small Office
● CCNA Exploration Course Completion
● Kubernetes and cloud native essentials(Ongoing)
● Cybersecurity and emerging technologies

Language(s)

FRENCH
ENGLISH

Skills

blog

Work Experience

May 2023 – June 2024: Telecommunications Consultant – Ulula, Toronto, Canada (Remote)


- Managed VOIP infrastructure on AWS using Dinstar gateways, including troubleshooting connectivity and performance issues.
- Configured and monitored telecom systems, resolving deployment and integration challenges.
- Managed voice and SMS integrations with service providers to ensure reliable communication.
- Handled mobile line support, including recharges and connectivity issue resolution.
- Collaborated with internal and external teams to support infrastructure rollouts and client operations.
- Coordinated vendors, equipment setup, and issue resolution across multiple regions.

Aug 2021 – Dec 2021: ICT Assistant – Green Life Crop Protection Africa Ltd, Athi River, Kenya


- Maintained ICT infrastructure including Ubiquiti networks, Windows servers, CCTV, biometrics, printers, and PABX.
- Provided end-user support and delivered training on cybersecurity and ICT systems.
- Managed ICT vendor relationships, procurement, and ensured SLA compliance.
- Implemented disaster recovery processes and conducted system backup and restoration.
- Promoted adherence to ICT policies, SOPs, and internal best practices.

Apr 2018 – May 2019: Endpoint and Network Security Support Engineer – BusinessIT Afrika Ltd, Nairobi, Kenya


- Administered Linux systems, including patching, vulnerability remediation, and system hardening.
- Deployed and managed security solutions (Sophos) and virtualization environments (VMware, KVM).
- Supported network configuration, monitoring, and audits to ensure SLA compliance.
- Conducted root cause analysis and maintained detailed network documentation.
- Provided technical support to clients, resolving infrastructure and security issues.

Jan 2016 – Oct 2016: NOC & Technical Support Engineer – iWayAfrica Kenya Ltd (now Echotel Intl Kenya), Nairobi, Kenya


- Monitored networks and performed fault diagnosis across core infrastructure.
- Supported upgrades for VSAT, microwave, terrestrial links, and network systems.
- Administered Linux and Windows environments and resolved technical issues.
- Configured network infrastructure including Cisco routers, switches, DNS, and monitoring tools.
- Supported pre-sales engineering for enterprise solutions (Fibre, WIMAX, MPLS, security).

May 2013 – Dec 2015: Team Leader, Customer Support – iWayAfrica Kenya Ltd (now Echotel Intl Kenya), Nairobi, Kenya


- Led a Tier 2 support team handling complex technical incidents across multiple technologies.
- Managed SLA compliance, escalations, and team performance to ensure customer satisfaction.
- Trained and onboarded new support engineers.
- Participated in Telrad WIMAX 4G deployment projects.
- Provided advanced technical support and issue resolution.

Jan 2008 – Apr 2013: Customer Support Engineer – iWayAfrica Kenya Ltd (now Echotel Intl Kenya), Nairobi, Kenya


- Provided technical support for network and system issues across Linux, Windows, and macOS.
- Installed and troubleshot internet connectivity (Fiber, VSAT, WIMAX).
- Monitored systems using SolarWinds, PRTG, and Cacti; managed tickets and escalations.
- Conducted service installations and ensured successful deployments.
- Maintained incident tracking and resolution to support service reliability.