Senior Technical Support Engineer

• Oct 2021 - Present

Senior Case Manager

• Jul 2021 - Sep 2021

Technical Support Enginner

• Apr 2017 - Jul 2021

IT Services Operations Network Team Lead

• Apr 2014 - Mar 2017

• Provides leadership and guidance to a team of Network Engineers.• Responsible for supervisory duties necessary to develop staff and deploy technical solutions meeting the needs of the business.• Performs coaching and provides guidance to the network engineers to perform their job effectively.• Ensures that the team follows IT standards, protocols and policies.• Ensures that service levels and quality of service business objectives are being met.• Provides progress updates to the IT Service Operations Manager.• Monitors and assists the staff when necessary to ensure effective coordination of reported IT related issues.• procedures• Provides service measurement, availability and capacity reports.• Manages IT network escalations ensuring standard protocols are followed. Show less

Network Operations Trainer

• Nov 2012 - Mar 2014

Duties and Responsibilities:• Plan and conduct training for newly hired Level 1 Support Analysts• Conduct regular refreshers of fault analysis and network provisioning• Ensure consistent delivery of service from analysts through ticket reviews• Provide coaching and real time assistance to analysts • Assists the team supervisor on handling the team operation• Conduct quarterly analyst assessment to guarantee service level agreement• Provide level 2 network configuration & troubleshooting and remote assistance to Regus clients• Acceptance of newly installed network devices for each centre according to standard Show less

Network Analyst

• Sep 2011 - Oct 2012

Duties and Responsibilities:• Provisioning of new clients IT network based on their internet requirements;• Setting up client VPN Tunnel to remote offices, network printers / servers;• Providing fault analysis and fix for core LAN and WAN infrastructures;• Providing solutions to client issues within the Service Level Agreement;• Maintaining and supporting Centre staff’s access to different network tools by ensuring VPN connection to remote servers;• Configuring new Centre network equipments and providing fix for any current issues;• Monitors network alarms using Solarwinds tool;• Configuring network switch ports for VOIP support;• Knowledge on TCP/IP, DHCP, STP, VLSM, OSPF, EIGRP & BGP routing protocols• Experience in setting up and providing fault solutions to Cisco switches 2900 & 3600 series, Lifesize® and Polycom® VCOIP; • Providing solutions to different Cisco WLC 2000 series (Wifi) issues;• Providing security support and solutions to Centre’s Clavister® firewall based on the network requirements and operation;• Coordinating with 3rd party ISP and regional IT Managers for professional global service; • Ensuring effective and timely response to escalations of complex faults by the team; and • Ensuring that all requests and work undertaken is documented and maintained effectively throughout the lifecycle of the incident.Special AssignmentRegus Floodwire ProjectWorldwide upgrade of Regus Centre’s network through Cisco updates and additional switches. Installs switches remotely together with a local tech support to cope with increasing client demands. Ensures that newly installed switches are connected as planned to the existing network and is accessible via telnet or SSH. Show less

Project Engineer

• Jun 2008 - Aug 2011

Duties and Responsibilities: • Supervising Fiber optic cable installation, termination and grooming • Experienced in using Fiber optic line testing devices like Nortech Optical Fiber Meter • Gathering of data for preparation of the necessary reports and documentation pertinent to the project. • Conducting RFI, LOS, and indoor and outdoor site survey for microwave transmission installation • Providing proposals for designed additional installation and other upgrades • Generating Technical Site Survey Report (TSSR) and other reports required for installation approval • Rectification of installed equipments in based on gathered data for network optimization • Installing of Microwave Radio equipments of different vendors (NEC, Ericsson) • Conducting of Provisional Acceptance Test (PAT) that includes Tx/Rx output power, Tx/Rx LO Freq., Meter reading, Received Signal Level, Rx Threshold, Alarm, • Coordinating with site personnel / client for approval of any change in site. Show less