Crisany José
Senior Technical Support Enginner at Truphone- Claim this Profile
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Inglês Full professional proficiency
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Bio
Credentials
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Telecommunication System
Monitronic Sucess CollegeFeb, 2013- Nov, 2024
Experience
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1GLOBAL
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United Kingdom
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Telecommunications
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200 - 300 Employee
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Senior Technical Support Enginner
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Jun 2020 - Present
Investigation and troubleshooting of single customers faults and service problems across a wide range of technologies, doing first level support of failures on platforms/services, and following the established procedures, in order to provide a fix wherever possible. On my daily basis, I assessed and prioritized the customer's faults, while working with the pressure of providing solutions, with quality and as fast as possible to allow for the less possible customer bad experience. This… Show more Investigation and troubleshooting of single customers faults and service problems across a wide range of technologies, doing first level support of failures on platforms/services, and following the established procedures, in order to provide a fix wherever possible. On my daily basis, I assessed and prioritized the customer's faults, while working with the pressure of providing solutions, with quality and as fast as possible to allow for the less possible customer bad experience. This happened while raising this same situation(s) to the appropriate support, being it internal, to another team/manager, or external, to suppliers, in cases of coverage malfunction for example. BAU activities included: • Troubleshooting of logs both on Windows and Unix/Linux; • Use of MySQL, MSSQL and Oracle SQL queries to identify data inconsistencies; • Analysis of network traces (Voice, SMS, Data), of several different protocols (SIP, CAMEL, ISUP, SMPP, SS7, DIAMETER), on internal tools such as Astellia, or external, such as Wireshark, to identify problems both within and outside our network; • Analysis of system flows, using XML or JSON requests and responses to understand why something was not working as suppose; • Responsible use of SOAPUI requests to perform manual workarounds on the network elements, due to the prior system or user failures, • Use of pre-established commands or manual workaround steps designed by the operational teams to provide service to the customers, upon provisioning failure; • Verification of network and system flows, using the Design documentation to help troubleshoot the former situations and identify failures in service;
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Technical Support Engineer
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Jan 2019 - Present
Providing first level support of failures on services and platforms, advanced troubleshooting and resolution of reported issues. Assessing, creating and escalating new incidents to the appropriate support team (both internal and external), troubleshooting GSM network Elements (IN, HLR, SMSC, GGSN, VM, etc.), daily use of MySQL, MSSQL and Oracle SQL. Analysis of network call traces using different protocols including roaming scenarios, analysis of system flows, using XML or JSON requests… Show more Providing first level support of failures on services and platforms, advanced troubleshooting and resolution of reported issues. Assessing, creating and escalating new incidents to the appropriate support team (both internal and external), troubleshooting GSM network Elements (IN, HLR, SMSC, GGSN, VM, etc.), daily use of MySQL, MSSQL and Oracle SQL. Analysis of network call traces using different protocols including roaming scenarios, analysis of system flows, using XML or JSON requests and verification of network and system flows, using the HLD and LLD documentation.
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NOS
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Av. Dom João II, Lisbon
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Technical Support Corporate
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Jan 2018 - Dec 2018
- Ensure an experience of excellence, from the product solutions to each business client, through the proactive supervision/monitoring of the 24 x 7 network and Technical Support. - Troubleshooting in CPEs from several manufacturers (Cisco, Huawei, Alcatel, Teldat, Draytek); - Troubleshooting of transmission technologies (HFC, Fiber Optics, xDSL, SDH, Micro-waves, among others). - Ensure leadership in the management of customer events, following the life cycle of the events and… Show more - Ensure an experience of excellence, from the product solutions to each business client, through the proactive supervision/monitoring of the 24 x 7 network and Technical Support. - Troubleshooting in CPEs from several manufacturers (Cisco, Huawei, Alcatel, Teldat, Draytek); - Troubleshooting of transmission technologies (HFC, Fiber Optics, xDSL, SDH, Micro-waves, among others). - Ensure leadership in the management of customer events, following the life cycle of the events and promoting their rapid resolution within the defined SLAs, launching the necessary corrective measures in coordination with the operations and external partners. - Develop reports of service indicators to be reported to the customer. Collect metrics as well as ensure continuous process improvement. Manage and Publish the STCW Knowledge Base Show less - Ensure an experience of excellence, from the product solutions to each business client, through the proactive supervision/monitoring of the 24 x 7 network and Technical Support. - Troubleshooting in CPEs from several manufacturers (Cisco, Huawei, Alcatel, Teldat, Draytek); - Troubleshooting of transmission technologies (HFC, Fiber Optics, xDSL, SDH, Micro-waves, among others). - Ensure leadership in the management of customer events, following the life cycle of the events and… Show more - Ensure an experience of excellence, from the product solutions to each business client, through the proactive supervision/monitoring of the 24 x 7 network and Technical Support. - Troubleshooting in CPEs from several manufacturers (Cisco, Huawei, Alcatel, Teldat, Draytek); - Troubleshooting of transmission technologies (HFC, Fiber Optics, xDSL, SDH, Micro-waves, among others). - Ensure leadership in the management of customer events, following the life cycle of the events and promoting their rapid resolution within the defined SLAs, launching the necessary corrective measures in coordination with the operations and external partners. - Develop reports of service indicators to be reported to the customer. Collect metrics as well as ensure continuous process improvement. Manage and Publish the STCW Knowledge Base Show less
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Nokia
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Finland
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Telecommunications
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700 & Above Employee
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Alarm Monitoring Engineer
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Jul 2017 - Dec 2017
- Perform Radio Access Network Element Integration in 2G/GSM (Nokia Flexi Multiradio GSM); - Perform Radio Access Network Element Integration in 4G/LTE (Nokia Flexi Multiradio LTE); - Perform Commissioning 2G & LTE; - Real-Time Remote Technical Support for Field Engineers in Base Stations; - KPIs Analysis for 2G & LTE Network Performance; - Configuration and Troubleshooting of 2G & LTE Radio Controllers (mcBSC, Flexi eNodeB); - Perform Radio Access Network Element Integration in 2G/GSM (Nokia Flexi Multiradio GSM); - Perform Radio Access Network Element Integration in 4G/LTE (Nokia Flexi Multiradio LTE); - Perform Commissioning 2G & LTE; - Real-Time Remote Technical Support for Field Engineers in Base Stations; - KPIs Analysis for 2G & LTE Network Performance; - Configuration and Troubleshooting of 2G & LTE Radio Controllers (mcBSC, Flexi eNodeB);
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Conforama S.A Portugal
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Estrada Nacional 249-1 Alfragide . , Amadora, Lisboa
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Home Appliance Salesperson
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Jul 2016 - Jun 2017
- Sale of large and small appliances - Replacement of goods - Sales monitoring - Customer support - Sale of large and small appliances - Replacement of goods - Sales monitoring - Customer support
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Education
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2020 - 2022
ISCTE - Instituto Universitário de Lisboa
MSc, ISTA - Telecommunication and Computer Engineering -
2018 - 2018
Instituto Superior Técnico
Master Degree, MEEC - Master in Electrical and Computer Engineering -
2014 - 2018
Universidade Lusófona
Licenciatura, Engenharia Eletrotécnica -
2013 - 2013
Monitronic Sucess College
Certificate, Telecommunication System -
2012 - 2012
University of Namibia (UNAM)
Diploma, English -
2009 - 2011
Instituto Nacional Telecomunicaçõe (ITEL)
Técnico, Eletrônica e Telecomunicações
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