Case Manager

• Jul 2021 - Present

Responsible for resolving all technical and non-technical issues related to Expereo’s services, through liaising with our customers and local providers. Responsible for resolving all technical and non-technical issues related to Expereo’s services, through liaising with our customers and local providers.

Order Delivery Manager

• Nov 2020 - Jul 2021

Network Engineer Grade I

• Apr 2018 - Nov 2020

Duties and responsibilities for this position include the following; however other duties may be assigned as needed for the smooth and continued operations of the company.Support the operation of advanced IP network services.Receive calls from customers to open trouble tickets.Work trouble tickets to resolve customer and network issues.Work with Telecommunication Service Providers to resolve circuit problems to resolution.Work with Hardware/Software Vendors to resolve problems.Perform other duties as assigned.

Global Service Desk Engineer

• Jul 2017 - Apr 2018

Trouble ticket management – ensuring that all tickets for Virtela’s customer base are being properly worked and handled based on SLA and priority following the established GOC procedures and processes.Directly interact with members of the GOC Operations and Security teams with regards to ticket escalation and triage, and will participate in overall collaboration efforts to resolve issues.Monitor the general and security tickets queue within the Siebel ticketing system, providing the initial contact and incident validation and management for Virtela’s customers.Field phone calls, emails, and e-tickets.Work on special projects and daily assignments as assigned by the GOC Managers.

S1 Network Analyst

• Aug 2015 - Jul 2017

Provide fault analysis and fix on the core LAN,WAN, Wireless and Firewall Infrastructure Provide configuration expertise on LAN, Wireless, router and firewall infrastructure Maintain and develop a professional level of understanding of the core network and security infrastructure within the global Regus group. Provide an effective, professional response and solution(s) to reported problems, including the proficient diagnosis and repair of complex network faults Provide technical assistance and training as and when requested, by Line Management to internal and external customers Ensure that all requests and work undertaken is logged and maintained effectively throughout the lifecycle of the incident

Cloud Security Engineer

• May 2014 - Feb 2015

Provides technical support to Trend Micro™ Home & Home Office users powered by Trend Micro™ Smart Protection Network™ cloud security infrastructure that stops threats in cyberspace or "the cloud" Takes first-line support via different support channels – phone, email and chat Ensures cases are logged in the CRM tool Proactively shares knowledge through technical sharing and training, solution contribution and self service participation Meet business objectives and team targets defined by SLAs and Scorecards Continuously improve and upgrade technical knowledge and skills through training Meet business objectives and team targets defined by Performance Development Scorecards Use existing knowledgebase and contribute in improving solutions in resolving cases