MARY WANJIRU THIIRU
Nairobi
Summary
Project Officer – Field Operations with experience coordinating field engineers across Kenya, scheduling telecom site activities, tracking project timelines, and ensuring delivery within SLAs. Skilled in stakeholder coordination, resource allocation, projects, and resolving field operational challenges.
Overview
1
1
Certification
20
20
years of professional experience
Work History
PROJECT OFFICER | FIELD OPERATIONS
Liquid Intelligent Technologies
10.2024 - Current
- Coordinate and allocate activities across a team of 16 field engineers supporting implementation, restoration and field operations across Kenya.
- Coordinated activities for team of 16 field engineers to ensure effective implementation, restoration, and field operations across Kenya.
- Coordinate site access with customers and account teams and confirm readiness requirements before dispatching field resources.
- Review incoming site-visit and installation requests, confirm scope and priority, and assign engineers according to region, availability and required technical support.
- Planned field schedules and tracked milestones, site dependencies, risks, and outstanding actions, escalating constraints affecting delivery.
- Coordinate vendors, contractors, network teams, account managers and customers to align site activities, technical resources and implementation timelines.
- Coordinate service and infrastructure relocations, fibre-cut restoration and switch-outage response mobilisation through testing and service restoration.
- Review field reports, site findings, completion evidence and outstanding technical actions before confirming closure or escalating further intervention.
- Monitor vendor delivery, H&S compliance and adherence to project requirements during site implementation and maintenance activities.
- Delivered weekly and monthly reports on rollout progress, incidents, response times, and risks to support project close-out and lessons learned.
SERVICE ASSURANCE COORDINATOR
Liquid Intelligent Technologies
01.2021 - 09.2024
- Coordinate final service activation activities, including site configuration, integration and service commissioning.
Work closely with field engineers and technical teams to ensure customer links are successfully configured and activated.
Confirm that installed services are operational and meet the approved technical requirements.
Coordinate end-to-end service testing, including connectivity, performance and stability checks before handover.
Ensure all activation issues and technical faults are resolved before services are released to the client.
Coordinate client acceptance testing and ensure the customer signs the service handover documentation.
Maintain accurate activation records, test results, handover forms and supporting project documentation.
Provide coordination support when customer links experience outages or service degradation.
Assign and follow up fault-resolution tasks with field engineers and relevant technical support teams.
Monitor incidents from reporting through diagnosis, restoration and closure.
Track response and resolution timelines to ensure compliance with contractual SLAs.
Escalate delayed or high-impact incidents to the appropriate technical teams and management.
Provide customers and internal stakeholders with timely and accurate incident-progress updates.
Confirm service restoration with the technical team and client before closing incidents.
Analyse recurring link failures and support the implementation of corrective and preventive measures.
Prepare service availability, outage, resolution-time and SLA-performance reports.
CLIENT SUPPORT | CUSTOMER CARE
Liquid Telecom Kenya
03.2015 - 12.2020
- Conducted first-level troubleshooting for client-reported service downtime to identify possible fibre cuts, switch outages, or logical/network configuration issues.
Reviewed link status and network alerts to provide clients with initial technical feedback on reported faults.
Logged and assigned fault tickets to the relevant technical teams based on the suspected root cause.
Coordinated with fibre, network, and field support teams to ensure timely investigation and resolution of service disruptions.
Followed up on open incidents and kept clients informed of troubleshooting progress, expected resolution timelines, and service restoration.
Proactively communicated planned maintenance activities, fibre faults, and network outages that could affect client services.
Confirmed service restoration with clients before closing resolved incident tickets.
Maintained accurate records of reported faults, troubleshooting actions, escalations, and client communications.
CONTACT CENTRE REPRESENTATIVE
Kenya Data Networks
11.2008 - 02.2014
- Provided first-level telecommunications support, troubleshooting connectivity issues and escalating faults to technical teams.
- Tracked incidents, de-escalated complaints, and coordinated satisfactory resolutions while keeping customers informed of progress.
- Communicated new products and services and assisted in training new employees to enhance team knowledge.
- Provided exceptional customer support, resolving inquiries and issues efficiently.
- Managed high call volumes, maintaining composure and professionalism under pressure.
- Documented detailed call records, ensuring accurate information flow for team analysis.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
FRONT DESK AGENT
Kaylift Services Ltd
01.2007 - 08.2008
- Transport Operations Coordinator – Forklift Hire
Received and processed customer orders for forklift-hire services.
Scheduled and assigned drivers and forklift operators based on availability and location.
Coordinated timely dispatch of forklifts to customer sites.
Monitored assignments to ensure orders were completed within the agreed SLA.
Education
PRINCE2 Agile Practitioner -
PeopleCert
PRINCE2 Foundation - undefined
PeopleCert
Bachelor of Business and Office Management - undefined
Jomo Kenyatta University of Agriculture and Technology
01-2023
Diploma in Business Management - undefined
Mount Kenya University
01-2015
ICDL -
Institute of Advanced Tecnologies
01-2006
Skills
- Project management
- Project scoping
- Schedule management
- Resource allocation
- Deadline adherence
- Status reporting
- Risk management
- Operational reporting
- Report writing
- Data collection
- Field Operations Coordination
- Change Management
Affiliations
St Lucies Kiriri Secondary School
Certification
PRINCE2 Practitioner - PeopleCert, PRINCE2 Foundation - PeopleCert
Personal Information
Title: PROJECT OFFICER | FIELD OPERATIONS
Timeline
PROJECT OFFICER | FIELD OPERATIONS
Liquid Intelligent Technologies
10.2024 - Current
SERVICE ASSURANCE COORDINATOR
Liquid Intelligent Technologies
01.2021 - 09.2024
CLIENT SUPPORT | CUSTOMER CARE
Liquid Telecom Kenya
03.2015 - 12.2020
CONTACT CENTRE REPRESENTATIVE
Kenya Data Networks
11.2008 - 02.2014
FRONT DESK AGENT
Kaylift Services Ltd
01.2007 - 08.2008
Diploma in Business Management - undefined
Mount Kenya University
Bachelor of Business and Office Management - undefined
Jomo Kenyatta University of Agriculture and Technology
PRINCE2 Foundation - undefined
PeopleCert
PRINCE2 Agile Practitioner -
PeopleCert
ICDL -
Institute of Advanced Tecnologies