Network Engineer

• Nov 2020 - Present

Network Engineer

• Jan 2019 - Nov 2020

Responsibilities include: - Configuration and support of existing customer and Mobile Network Operator connectivity within Arm’s bespoke Core Network - Documenting and mapping current network topology - Configuration of monitoring and alerting software to ensure issues are identified at the earliest opportunity - Installation and configuration of equipment within our Date Centre estate (mainly Cisco, Mellanox & Cumulus Linux devices) - Carrying out documented network changes within agreed Change Windows Show less

1st line NOC Engineer - Scottish Wide Area Network (SWAN)

• Oct 2016 - Jan 2019

Investigating and diagnosing complex network faults on the Scottish Wide Area Network Configuring and troubleshooting faults on our Switches, routers, Dslams and modems (Cisco and Adtran) Working within strict SLAs to provide customers with a timely resolution. Resolving 95+% of Incidents and request at the first point of contact. Actively monitoring the networks using our network monitoring system Solarwinds. Ensuring events are proactively identified and investigated. Ensuring that the customer/stakeholder is kept informed of the progress of all fault on the estate Logging and managing circuit faults (ADSL, SDSL, Ethernet, NGA, MPF, SMPF) on third party supplier systems Liaising with 3rd party engineers/SMCs to ensure all faults are resolved within SLA Providing support and carrying out remote configurations and link checks for our field engineers Identifying any faults that meet Major Incident criteria, sending out detailed comms to all relevant stakeholders, while keeping the Major Incident Manager updated with the progress of resolution Show less

Incident Manager

• Jun 2013 - Jun 2016

Ensuring complex customer Incidents are handled within agreed service levels, keeping the customer and relevant stakeholders informed through to resolutionProviding a 3 rd level of escalation for high impacting incidents with no clear path to resolutionHosting technical bridge calls to ensure relevant stakeholders are engaged on priority IncidentsIdentification and trending of problemsDevelopment and implementation of Fault Management processes, Procedures and KnowledgebaseArticlesActing as an SME to the Service Desk for cellular and fixed line technologies Show less

2nd Line Technical Analyst

• Apr 2010 - Jun 2013

Providing first-class technical support / customer service to the SMB/LME, Enterprise and Consumer customer baseProactively identifying and raising network faultsDesign and delivery of up skill training to colleaguesRecord and disseminate accurate and comprehensive information to assist 3rd line support activityAssist with Service Desk documentation review and revisionFault controlling to ensure that all cases are assigned, and actioned within SLA. Using initiative toprioritise where required Show less