Experience

Omni-Comm Pte Ltd

• Singapore
• Telecommunications
• 1 - 100 Employee

• Information System Engineer

  • Jan 2013 - Present

  • Mostly engaged with Enterprise projects for Maintenance Supports 24/7 on Alcatel-Lucent telecoms solutions. • Proactive and reactive troubleshooting and fault resolution under strict SLA conditions. • As a Senior Engineer at Omnicomm, managing a small team under Maintenance Department to support the End Customer on 24/7 basis. • Incident/Problem Management. • Advising customer on user features and technical requests. • Responsible to provide RCA and develop Service Improvement Plans as required. • Responsible for entire Problem Management lifecycle and maintenance of PM Database. • Performed Onsite maintenance for a large client base in multi-facet environments including Hospitality, finance, corporate and contact centers. • Supporting complex Enterprise installations across multi-site/multi-country. • 24/7 On-Call technical point for Singapore customer base. • Manage all aspects of complex configuration changes on customer systems, including data collection, design, Proof of Concept, implementation, testing and acceptance phases. Show less



CSS Corp

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Telecom Engineer L2

  • Apr 2011 - Dec 2012

  • Providing 24/ 7 Level 2 supports for the Business Partners across the world for Alcatel OXE PABX Systems, Voicemail, Hotel, Accounting. • Experience in Alcatel Omni PCX Enterprise Product (OXE) and got exposed to the call handling features, SIP, RTP, ISDN, QSIG, CCD. • Greater work experience in call handling and SIP. • Understanding the network topology and issues, duplicating the issues in the lab, if needed discussing with Design team and testing the software changes and patches in the lab and providing solutions to the Business partners and customers. • Dedicated EMEA Support Exposure for Europe region. • Organizing and managing the backlog review, Field engineer review and escalation with the client for the next action plan. • Diligently handle remote access of sites, understanding site issues, simulations of incidents in laboratory, identifying the core issues and providing resolutions for the same to customers and Channel partners after adequate research. • Accompanied as a coordinator role for Alcatel France L3 support and R&D for Regression, trace analysis, Bug finding, bug reproducing & fixing. • Process Coach in Alcatel-Lucent to enhance development process performs process follow-up and leading the juniors. • Awarded as “Pace Setter” for the year 2012 (Customer Service). • Service Request Management (OXE) • SIP/H323/Call-Handling Traces Analysis. • SIP Feature Lead L2 Show less