Network Engineer

• Sep 2022 - Present

Network Technical Support

• Aug 2020 - Aug 2022

Monitor all network infrastructure using Solarwinds and Netcool. Provide skilled and effective customer service and network assurance to meet SLA. Diagnose and resolve network hardware and software issues. Liaise and work with internal and external vendors, such as NBN and Cisco. Manage all customer communication needs across service requests, incidents, problems and change management. Responsible for the implementation of correct escalation procedures in relation to Network faults and outages. Proactively identify and drive resolution for Network at Risk elements that can impact network and service resiliency.

Network Operations Engineer

• Feb 2018 - Aug 2020

Monitor requirements to monitor all networking infrastructure, ensuring adherence to service level agreements using Grafana, Netcool, CheckMK, and MRTG. Respond to break/fix network incidents, problems, and change within SLAs. Provide technical support and escalation where appropriate. Perform in and out of hours changes and following documented change management processes. Ensure all incident and task queues are monitored and managed within SLAs using JIRA. Liaise with other fixer groups within the Field Operations, Fibre Operations, Tier2, Engineering and vendors. Provide troubleshooting, support and administration across a variety of network-based platforms. Investigate the incident, identifies its root cause or Post Incident Report, and develops and rolls out a permanent fix with other fixer groups. Work in a 24/7 roster-based environment. Maintain fault restoration times. Maintain accurate fault ticket notes. Configure and provision builds for new services.

Technical Support Analyst

• Dec 2015 - Feb 2018

- Remote Level 2 Support for retail POS equipment - Resolving incidents remotely - Identifying defective unit and if applicable facilitate a customer swap out - Performing skilled remote diagnosis, identifying required parts, and recommending a repair strategy for the attending Field Engineer/ASP/3rd Party - To log, diagnose and managing through to resolution remedial maintenance incidents - To provide over the phone or email support to customers and field staff - To implement problem management strategies to reduce incidents and minimise the impact of incidents which cannot be prevented - Provide technical diagnosis on a full range of complex problems by telephone and recommends best course of action - Manages call via incident management system (Clarify and Service Now) through to resolution, engaging field engineers, authorised service provides (ASP), 3rd parties, Service Desk personnel, and Fujitsu warehouses where necessary - Thoroughly documents the status of all client liaisons and communications in Clarify and Service Now - Accesses technical solutions within the knowledge base - Contributes technical solutions to the knowledge base - Maintains the Problem Management ITIL Processes - Identifies trends and potential problem sources by reviewing incidents, performing root cause analysis and problem management - Produces recommendations for the reduction of incidents & plans to proactively reduce the incident levels seen within specific accounts - Provides technical support to other team members - Delivers high quality customer service experience while resolving client queries effectively - Retain Knowledge by attending site to resolve remedial maintenance calls

IT Business consultant

• May 2015 - Dec 2015

- Pre-Sale, Strategic IT and Business consulting (Proposal).- Understanding of customer’s needs (Business requirements) and delivery of satisfactory solutions.- Plan business analysis and risk assessment.- Product Management (Product Research & Development).- Designing of a number of IT projects (CRM and ERP).- Quality Control.- Collating the all business requirements from the customers and delivering the technical requirements to software developers.- Investigating and analysing the business work and processing to recommend the IT solutions for customers.- User experience analysis and design.- Providing reliable consultations to customers to improve the marketing and sales.

System administration/Technical support

• Apr 2013 - May 2015

- Supporting LANs, WANs, network segments, Internet and intranet.- Managing network infrastructure.- Troubleshoot problems reported by internal users.- Maintaining integrity of the network, server deployment, network servers, NAS, system efficiency and security.- Assigning configuration of authentication and authorization of directory services.- Maintaining network facilities in individual machines, such as drivers and settings of personal computers as well as printers.- Preparing and providing technical trainings and presentations.- Providing first and second technical support to customers.- Keeping track on customer interaction, complaints and inquires.- Assisting customers in finding out proper business solutions.- Defining policies and procedures.- Participating in nights and weekends on-call rotations.- Ensuring that service level agreements are met.- Managing all system backup and restoring protocol.- Replacing parts as required.

Technical Support Engineer

• Feb 2000 - Mar 2001

- Provided business-clients with efficient support - responded to phone calls, emails and in-person requests. - Installed S/W, configured and tested customer PC’s. - Worked closely and effectively with vendors to replace/repair defective H/W and S/W - Instructed and trained end-users regarding computer literacy. - Researched issues on various computer systems and databases to resolve complaints, answer inquiries and outline solutions. - Provided business-clients with efficient support - responded to phone calls, emails and in-person requests. - Installed S/W, configured and tested customer PC’s. - Worked closely and effectively with vendors to replace/repair defective H/W and S/W - Instructed and trained end-users regarding computer literacy. - Researched issues on various computer systems and databases to resolve complaints, answer inquiries and outline solutions.