Patrick Braison Kamanga

• Prioritisation of numerous service requests via the severity of the problem.
• Diagnosing, and troubleshooting VoIP, internet and network-related issues for clients both telephonically and via a ticketing system.
• Collaborating extensively with peers and resellers to resolve issues within accepted time frames.
• Act as an interface with clients, resellers and wholesalers.
• Act collaboratively to solve problems and resolve spontaneous and unique situations with professionalism and service orientation.
• Standby duties if ever required.
• Supporting and troubleshooting all hardware supplied like Telephones , Switches , Routers and Access points.
• Assisting in the monitoring and maintenance core network and traffic flow.
• Liaising with interconnect partners and assisting with troubleshooting high-level network and interconnect issues.
• Assisting with the monitoring of termination providers interconnects.
• Maintaining an efficient work environment.
• Logging technical queries for clients and resellers that call the Support Desk.
• Assisting in Client retention and escalations
• Meeting with clients and suppliers to gather information and determine requirements and design solutions for both client solutions and new product development.
• Assist in the installation of hosted switchboards, configuration of handsets and installing VoIP Solutions.
• Troubleshooting complex technical VoIP and Network Solutions.
• Providing excellent customer service and continual feedback to clients, resellers, internal parties, and management.
• Handling the support and troubleshooting of technical issues that cannot be resolved by members of the technical team.
• Testing and implementation of new equipment, hardware, and software.
• Drafting of training manuals,end-user solutions and product guides.
• Work together with the Technical Support Management to identify resource and equipment requirements, efficient capacity planning, and management of software and hardware availability.
• Provide input towards the continuous service improvement of the entire infrastructure.

• Liaised between different departments to ensure seamless communication across all networks within the company infrastructure.
• Managed vendor relationships, ensuring timely delivery of hardware and software products necessary for successful project completion.
• Participated in disaster recovery planning initiatives, ensuring proper protocols were established to minimize business disruption during unforeseen events.
• Developed detailed documentation for all networking configurations, facilitating easier troubleshooting and maintenance efforts in the future.
• Oversaw routine backups of critical data, safeguarding against potential data loss scenarios.