Experience

Terrabit Networks Pte. Ltd.

• Singapore
• IT Services and IT Consulting
• 1 - 100 Employee

• Service Desk Engineer L2

  • Jan 2023 - Present

  1. Receive, log, validate and diagnose clients request, on the full range of products and services offered, applying agreed service level agreements, leveraging standard tools, platforms and processes 2. Provide client with a first call resolution, where possible, leveraging standard operating procedures or work instructions. 3. Build knowledge articles, or flag the need for such content, when relevant articles are nklot available 4. Provide timely updates to clients, when requested, on any pending requests or tickets 5. Work closely with resolver groups, and other functions, to ensure timely updates are sent to the clients 6. Produce breach abd aging reports for tickets opened by the service desk 7. Identify gaps abd shortcomings in the current processes, procedures, services and provide recommendations for improvement Show less



ViewQwest

• Singapore
• Telecommunications
• 200 - 300 Employee

• Senior Network Operations Center Engineer

  • Mar 2022 - Nov 2022

  • Ensure escalated fault tickets from L1 NOC Engineer are being troubleshoot in proper before being escalate to the Network Engineer teams• Monitored the fault tickets response/reply by providing advise or assistance to L1 NOC Engineers if required• Follow up with Network Engineer teams on the encountered issue faced by clients and to replicate setup on those issue until a fixed solution method• Coordinates and work with 3rd party vendor team of the product hardware for a solution to resolve the issue• Provides in-house training session when needed• Works with various team on the new network project setup which requires planning, testing and documentation before actual deployment• In addition, on attending fault tickets which involves with SLA and MTTR that require urgency attention and responses Show less

• Network Operations Center Engineer

  • Nov 2020 - Feb 2022

  • Provide customer support via email, calls and announce service schedules to network users• Resonsible for attending to tier 2 customer escalations and troubleshooting• Troubleshoot IP services and networks, and ensure tickets are resolved timely to meet SLA, MTTR and QoS• Proactive in monitoring of infra backbone network to ensure links connectivity• Monitoring alerts tools like Centreon, UMNS, Zabbix, Cacti, LibreNMS, Opmantek, NSFOCUS, DOSarrest, Shodan• Configure and define parameters for installation or testing of LAN, WAN, WLAN, VPN, ONTs, routers, switches, firewalls, access point, voip phones or related networking equipment• Managed Wifi service troubleshooting for clients unifi devices (switches and access point)• Performing maintenance on network hardware by upgrading software when applicable• Liaising with NLT team to resolve GPON issue• Coordinates with various teams - network engineers, field engineers and third-party providers (Singtel, NTT, Telecom Malaysia, PCCW, Moratel, Expereo, SPTEL, FPT, etc..) to troubleshoot various type of issues and outages• Document the resolution of incidents and problem• In addition, serve as GNOC by monitoring International Private Leased Circuit (IPLC) and International Ethernet Private Line (IEPL) circuit alarms and service request• Assist service delivery team by providing IP related details and configuration of routers, switches and firewalls• Work with billing team for suspension or termination of the circuit connectivity and VOIP services• Assisted Singapore SPF teams on their request by gathering subscribed client particulars who's IPs or phone numbers had been under investigation Show less

• Technical Support Engineer / Field Engineer

  • Jul 2017 - Oct 2020

  • Perform tasks such as answering customer questions to learn about their situation and gathering of information if escalation to next level team is needed• Provide customer service for computer hardware and software related• Provides technical support through emails and calls for non SLA customer based• Conducting site survey visits for managed wifi service by going to client premise and advise on the amount of necessary network hardwares needed to cover the whole premise• Troubleshooting on-site issues including new service installation of ONTs, routers and VOIP phones Show less



Singapore Army

• Singapore
• Armed Forces
• 700 & Above Employee

• Navy

  • May 2015 - May 2017



ViewQwest

• Singapore
• Telecommunications
• 200 - 300 Employee

• NOC

  • Sep 2014 - Apr 2015