Network Support Engineer

• Nov 2011 - Present

• Employed to support a complex network of various technologies providing primarily Layer 2 solutions. Technologies include VPLS over MPLS, ATM, BGP, GigE and Fibre and WDM from various vendors including, Alcatel-Lucent, Cisco, Huawei and Nortel • Monitoring, maintaining and troubleshooting WDM point-to-point and ring topology services for customers across Nortel and Huawei WDM products • Monitoring, maintaining and troubleshooting VPLS core network build on Alcatel-Lucent platforms • Monitoring, maintaining and troubleshooting backbone fiber links to ensure continuous operations of services. • Provide specialist technical support for Elite and At-Risk Customers. Receive, detect, diagnose, test, isolate and resolve network problems across all Uecomm network platforms (Fibre, SDH, ATM, DSL and IP). • Ensure fault management procedures are followed and adhered to and those key stakeholders within the company are informed of customer and network faults as required. • Proactively monitor the network using a range of surveillance tools which enable rapid detection, identification and resolution of network disruptions, including logical, physical or software issues, enabling in-depth monitoring of all technology platforms • Commence action on potential problems before they impact a customer. Ensure that customer Service Level Agreements are met and that the customer is provided with regular updates pertaining to their fault. • Provide and configure new customer connections • Ensure all data and information available to the Network Operations Center is accurate and update this data if necessary • Provide direction to onsite field staff on all technical issues • Monitor and control all network hazards/outages. Ensure Uecomm personnel and third party contractors comply with Uecomm procedures when accessing and conducting works on company infrastructure. • Use of standardised processes and procedures for efficient and effective service management