Network Specialist - Megaband International [MI]

• Feb 2022 - Present

Incident Manager

• Apr 2021 - Jul 2022

Incident Manager - Service Delivery SpecialistGlobal Business Services, Telstra- Manage and prioritize Major Incidents: o Subsea Cable Network faults o Partner Provider (3rd-Party) Network Outages o On-Land Network Events and Faults within Telstra International space (impacting multiple platforms: IP, Transmission and Voice services)- Manage proactive Parent Ticket creation (via MAESTRO - Service Central) for subsea and network outages for Single Point of Communication and updates for all impacted circuits/customers- Provide a focused approach to fast track fault analysis and achieve quickest resolution possible (all hands on-deck: Control, Co-ordination and Communications)- Manage high level escalated cases prioritizing faults that are severely impacting customer business (BI-1 and BI-2) securing business impacts o Multiple Protected EPL/IPL services down o Multiple IP/DIA services down o Multiple international toll-free voice trunks down- Overall handling and takeover of level 4 and 5 escalated cases for immediate attention for resolution- In-depth review of cases for SIP (Service Improvement Plans) for cases that incur multiple outages for discussion with internal support teams- Drive chronic cases, timely and quality customer updates within defined SLA for NPS improvement, - Support function for Problem Management after the Major incident during initial problem identification as well as confirmed Chronic Cases- Summarization of actions performed and facts about the outage, pre-filling of needed information such as RFOs and/or actions performed. - Investigation on gaps and propose process improvement, developing people and improving productivity in collaboration with Technical Leads and Management Leads. Show less

Global Duty Manager

• Jul 2016 - Apr 2021

Global Service Desk - Customer Service OperationGlobal Enterprise Service• Manages 24x7 Service Operations - Technical Service Desk (Global Teams: HK, UK and KL).• Service Operations Management of Data, Transmission, IP and Voice services• Ensure incidents are driven in accordance with customer impact, severity levels & Operational Level Agreement (OLA).• Handle internal and external escalations, minimizing customer impact and resolve incident within SLA.• Collaborates with High Priority Incident Management / Major Incident Management team for high severity incident and red flag engagements to assist with driving resolution activities with partners and support teams.• Oversee technical teams on stakeholder conference/bridge calls to facilitate incident resolution especially red flag customers, VIPs and including complex issues.• Ensures clear ownership of incidents across Global Technical Service Desk teams.• Provide real time incident communications via CONEN, SMS & Email notifications to internal Telstra stakeholders (for P1 cases, red flag or VIP customers)• Perform critical and technical review for incident restoration, action plans and provide incident escalations to Telstra partners, support teams and vendor technical resolvers to ensure timely resolution• Maintain effective shift operations – timely ticket assignment, ticket compliance including timely feedbacks to customers.• Management and monitoring of Global Enterprise Service Incident and Proactive Management queues Show less

Senior Technical Specialist

• May 2013 - Jul 2016

Global Service Desk | GES International• 24x7 ITIL-based Global Technical Sservice Desk: Fault identification and restoration for Data, IP, Transmission, GVoIP services and managed devices. - Data​: Local loop provider management for last mile access circuit restoration. - IP-based: Global IPVPN, Internet(IPT & GID) troubleshooting - Transmission-based: IPL and EPL fault identification - Managed Devices: MCPE isolation including hardware replacement• Assurance: Assists on assuring newly provisioned services as well as test and turn-up with customers.• Global WAN: Determination and isolation on WAN faults.• Backgrounds on: Layer 1 / Circuit Troubleshooting: Channelized ckts, T1/E1, E3/T3, IPL(up to STMx level), EPL(up to 10G). Layer 2 and 3 (LAN/WAN): Routing, Latency/Packet Loss, Throughput issues, Frame Relay/ATM, PPP/Multilink, VoIP, VPN/MPLS, ISDN, BGP, EIGRP. Accessible Devices/Equipments: Cisco/Juniper CE/PE Routers, Access Mux/Switches, Marconi OMS Multiplexers, MV36 / MV38, Ericsson Multiplexers, NID, External CSUs. Show less

Senior Network Controller

• Sep 2007 - May 2013

• Provides 24x7 global technical supports on all AT&T US, Europe, Asia Pacific and the rest of the world clients. • Troubleshoots MPLS/Frame Relay/ATM based global WANs including determination and isolation on LAN issues. Engages Level 3 for complex issues such as core routing, latency and configuration issues. • Coordinates, escalates and performs segmented testing with internal (AT&T owned service providers) as well as external (3rd party Access/Service Providers) Global Transport Teams to determine, isolate and resolve circuit impairments such as hard down and/or intermittent circuit connections. • Focuses troubleshooting on highly escalated and/or critical, complex and long duration issues. • Backs up Duty Managers during work shifts by handling global ticket assignments and monitoring of Network Controller Technicians to ensure all are working on assigned tickets and receives inbound calls to prioritize customer reports and escalations following process. • Knowledge on the following: • Layer 1 / Circuit Troubleshooting:  DS1/T1 and below fractional T1s, E1/E3, DS3/T3, IFR, IPL, OC3, Fiber Optics.  Performs head to head and loopback testing w/ vendor and/or LEC Engineer to prove circuit demarcation as well as the router or CSU. • Layer 2 and 3 (LAN/WAN) Troubleshooting:  Routing issues, Frame Relay, ATM, IMA, PPP, Multilink, VoIP, EVPN/MPLS, ISDN, BGP, EIGRP. • Managed Devices Troubleshooting:  Cisco Routers (works w/ vendor technicians to validate, troubleshoot and replace defective equipment/s), MGX Access Switches, CTP (Common Test Platform), GDC Xedge, ADC Kentrox, External CSUs (Visual Networks, Paradyne) Show less

Customer Pre-Sales Engineer

• May 2006 - Aug 2007

• Provides network solution to customer * Designs, propose and recommend network setups and solutions either via copper, fiber and/or point to point micro-wave radio connections. * Experience on Customer Management, technical and non-technical * Network designs on: IPVPN via Domestic Leased Lines and Domestic Frame Relay, Internet Access Service, L2 Ethernet Solutions, Voice Applications (E1R2, ISDN & VoIP) - Project Management on Pre-installation including on-site surveys.• Direct coordination with Network Team (Transmission NOC, Data NOC, IP & Switch NOCs)• Provides assistance and solution to customer connection problems: * Direct-to-client assistance (Isolation on cables, modems, switches and routers) * Assists in Escalating problematic connections to Network Team * Assists during activation, implementation, installation up to application testing. Show less

Network Management Center

• Jul 2001 - May 2006

• Trouble Ticket Management – Online 1st level isolation and troubleshooting of technical complaints and outages, generation and close-out of trouble tickets, monitoring and database management.• In-charge on identifying technical problems and recommends improvement to operations groups and/or to clients under Corporate Business Accounts• Attends technical / non-technical meetings with the clients, operations groups and other departments concerns regarding customer complaints/problems.• Recommends report to Sales, customers & Operations groups on links/circuits that needs to be upgraded, redesigned and/or redundancy.• Provided end to end Network Management solutions to Data clients Show less