Wissaam Ladjohounlou

Work History

IHS Towers

Shuwaikh

11.2018 - Current

Monitor and maintain network and software components according to established guidelines and best practices.
Ensuring that power related faults are correctly diagnosed and escalated by providing 24/7 site monitoring on a shift basis
Work in a team environment with other NOC team members to increase operational effectiveness, service level metrics and participate in team trainings initiatives
Monitor alert and graphs dashboards for systems events, monitor email and tickets queues for incoming problems, tickets requests and triage events/incidents
Analyze problems, perform troubleshooting, and communicate with site Engineer and other NOCs
Preparing adequate reports to prevent repeated Network failures by applying proactive measures and preventive actions
Led preventive and corrective network and infrastructure maintenance requirements.
Monitoring TTs lifecycle performance, this includes ensuring timely creation of TTs, and ensuring proper escalations and proper closure with RCA
Tracking and documenting network issues and compiling incident reports
Interface with field personnel to verify repairs and testing of lighting alarms systems
Proactively participated in meetings and helped create new practices.
Updated internal customers regarding open tickets and status of resolutions.

NTG Clarity, Zain

05.2016 - 06.2018

Network & systems Monitoring of Core related Network
Work in a team environment with other NOC team members to increase operational effectiveness & service level metrics
Handled customer complaints with empathy and composure.
Respond to internet related issues.
Analyzing production network issues to suggest corrective action.
Utilizing troubleshooting mechanisms and escalation processes.
Monitor status of tickets and provide regular status updates to internal customers when major incidents occur
Execute processes and follow procedures defined within NOC operational standards and service level agreement.
Configured IP assignment, core network configuration, and DNS setup for new users.
Coordinated with technical support, service provisioning and sales teams to deliver network services at or above SLA requirements.
Supported global network users with connectivity, VPN, and access issues.

Freelance (Self Employed)

Accra

11.2014 - 03.2016

Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
Provide Support duties for small Businesses
Provide IT Support to Clients in Accra & Cotonou about System configuration, laptops and printers among others; in order to ensure appropriate work of these tools per business area
Provided guidance on installing and integrating new hardware components and software to remote clients.
Provide excellent client support via telephones and e-mail including return of both customer and internal calls, email and inquiry with urgency
Monitoring of clients and fellow students computer for viruses and applying remedy's as needed
Identify, implement solutions, and make suggestions to ensure a cost effective and efficient infrastructure environment
Responsible for customer premise equipment con guration and support -
Ubiquiti base stations, CPEs and wireless routers
Troubleshooting printer and internet connectivity issues firewalls and proxy connectivity issues
Suggested software and hardware modifications to reduce lag time and improve overall speed.
Explained technical information in clear terms to promote better understanding for non-technical users.