Norman Ma
Customer Service Manager (Network) at China Unicom Europe- Claim this Profile
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English -
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Chinese (Traditional) -
Topline Score
Bio
Credentials
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IPv6 BGP Routing Workshop
APNICFeb, 2013- Sep, 2024 -
CCNA
CiscoJan, 2001- Sep, 2024
Experience
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China Unicom Europe
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United Kingdom
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Telecommunications
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1 - 100 Employee
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Customer Service Manager (Network)
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Nov 2020 - Present
- Take care of post-sale customer complaints about leased line services; work together with account manager to manage customer’s complaints, and to take lead on the continuous improvement of customer’s and business partner’s satisfaction;- Be responsible for following up each complaint progress and escalating to third parties or providers accordingly whilst customer service escalation internally; closing each case entirely;- Plan and implement pre-sale, delivery and post-sale survey with our customer or account manager quarterly a year and organize optimization solution for cases in order to improve customer satisfaction; proactively communicate with clients and take lead on service review meeting with clients;- Be responsible for communication with Customer Service Center in Hongkong and hold regular meeting monthly with them.- Take care of sending maintenance notice; responsible for design, implementation and review of customer circuits’ maintenance plan;- Coordinate with NOC team for the responsibility of customer’s networking monitoring and troubleshooting and analyzing;- Manage the relevant material and record;
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Colt Technology Services
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United Kingdom
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Telecommunications
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700 & Above Employee
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Senior Sales Engineer (Solution Architect)
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Nov 2018 - May 2020
★ Opportunity detection, generation, qualification and requirements gathering★ Solution Design including underlying technical architecture, service definition and transition plan★ Technical and product expertise to the customer during the presales stages★ Overall solution costing★ Presentation of that solution to the customer
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Senior Network Engineer
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May 2017 - Oct 2018
- Develop and Design Colt core network and infrastructure- Evaluate and implement the network- Transitions (handover process to operation team)- Release Management (network upgrade, software release, update)- Problem Management (Level3 support - root cause and analysis etc)
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Senior Engineer II , Network Operation
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Aug 2007 - May 2017
Norman has been joining HKBN since 2007 entered as Senior Engineer I. Norman has 15+ years of experience in telecom industry, in particular core network operation, capacity planning, forecasting of network growth, network optimisation, network statistics analysis, network performance and quality testing.Norman is now leading a team of engineers in NOC, maintaining Internet network quality and performance enchancement, also leading a team of testers for speedtest benchmarking.Specialties:BGP, OSPF, ISIS routingPeering operation and negotiationTraffic engineeringConfiguration and troubleshooting on Cisco, Juniper, H3CLinus system monitoring tools
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ZTE Corporation
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China
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Telecommunications
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700 & Above Employee
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Senior Engineer , IP & Data Product
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Sep 2006 - Aug 2007
- Post-Sales support of ZTE IP & Data products- Debugging, testing, troubleshooting - Post-Sales support of ZTE IP & Data products- Debugging, testing, troubleshooting
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HKBN
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Hong Kong
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IT Services and IT Consulting
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700 & Above Employee
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Assistant Manager , Carrier Business
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Nov 2005 - Sep 2006
- Responsible to explore business opportunities with International, Local carriers and mobile operators, providing wholesale service on FM, local loop, backhual, mobile cell sites services, reselling company's voice and broadband access services etc.- Responsible to provide carrier grade customer services and relationship with carriers.- Negotiate commercial agreements with carriers.- To evaluate and justify on technical solutions, costing and work flows of service provisioning.
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Engineer II , NOC
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Jan 1998 - Nov 2005
- Responsible for maintaining integrity of the company’s core network. Handling routing assignments, troubleshooting for core network, IPLC planning and implantation, traffic management, network monitoring and performance enhancement.- Build and developed the voice and date network of company's hotline centers and back offices located in Guangzhou using VoIP technology.- To supervise daily duties of NOC technical support and subordinates.- Liaise with various vendors and service providers.- Coordinator for AS9296, plans and assignment of IP address.
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Education
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1994 - 1997
University of Technology, Sydney
Bachelor of Applied Science (BASc), Computer and Information Sciences and Support Services
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