Experience

TPG Telecom

• Australia
• Telecommunications
• 700 & Above Employee

• Network Engineer (Corporate Escalations) TPG Telecoms

  • Dec 2007 - Present

  Senior Priority Escalation Coordinator Level 2 (Escalations Officer and Quality Assurance Admin) – TPG Telecoms – Ortigas Pasig City (October 2012 – Present) - Professionally handle escalated ticket and makes sure that issues are resolved accordingly via corporate standards. - Provides advance technical assistance to Level 1 Service assurance regarding complex problems. - Handles project based roles which help in creation of new processes in the team. - Liaises with other department in handing over Cases. - Liaises with NOC Engineers abroad in faster case resolution. - Liaises with Line Carrier’s Escalations abroad in faster case resolution. - Conducts QA, Monitors and make sure Service Assurance Engineers are well equipped with knowledge. - Conduct calibrations and huddles to Service Assurance Engineers. - Conduct’s Firewall Training and ADSL Training to Level 1 Engineers. - Helps Teamlead with basic management roles such as conducting technical interviews to Applicants. - Help Colleague with basic management roles such as calibration with Escalations and provides update and technical analysis of day to day issues. - Handles Outage related tickets with help of NOC and other concerning departments. Show less