Service Assurance Engineer
TPG Telecom
مجموع سنوات الخبرة :5 years, 3 أشهر
Data and Voice Complex Team (January 2019 - Present)
• Provides high level of technical support to wholesalers, business customers and technicians through calls and emails.
• Handles and troubleshoots TPG Voice products and services: Bizphone (vPBX) for both Business Solution and Wholesale customers, SIP Voice Trunk, ISDN, NBN Phone Line, Soft Switch as a Service and Call Termination Service.
• Handles and troubleshoots wholesale cases for Complex AAPT Products. Services include E-LAN, E-Line, IP-Line and IP-VPN with access through, HAN, ADSL, SHDSL and NBN.
• Ensures all trouble tickets assigned are within SLA and updated until resolution.
• Coordinates with 3rd party line carrier technicians in performing remote troubleshooting.
Data Standard Team POC/Subject Matter Expert (December 2017 to December 2018)
• Point of contact next to the team leader.
• Monitors call queues and check staff status to ensure enough man power.
• Mentors new staff to enhance their technical skills in handling technical calls and fault tickets
• Approves escalation requests and service calls.
• Directs staff in handling complex faults until resolution and ensures cases are handled within SLA
• Responds to all emails directed to the team
• Tracks and documents failed queues and abandoned calls
Data Standard Team (January 2017 to November 2017)
• Handles and troubleshoots National Wholesale Broadband (NWB) ADSL, EFM, Fiber Optic Broadband and TPG legacy faults from wholesale custom
• Accommodates technical calls from third party contractors, carrier technicians and wholesale customers
Achievements:
• Service Excellence Awardee, Corporate Operations 2017 and 2018
• Rank A in two consecutive annual performance evaluations
• Assigned Trainer on NWB Services - trained Level 2 Corporate Diagnostics Team, Customer Engagement Team and new members of NWB Level 1 Data Standard Team
SCIENCE RESEARCH SPECIALIST II (September 2014 - December 2016) Philippine Institute for Integrated Circuits (DOST-UPD Joint Research) UP Diliman, Quezon City
Network Support
• Evaluates the computer laboratory setup of partner schools to implement EDA tools
• Configures NIS, NFS and clients for EDA tools
• Investigates and troubleshoots network related issues
• Supports and documents network setup of PIIC Computer Laboratory
Research and Training Support
• Develops test boards for the fabricated PIIC designed ICs
• Develops training materials and technical tools for PIIC trainings.
• Identifies and manages technical equipment (mobile servers, routers, switches, cables, etc.) used for training
Achievements:
• Implemented and set-up the Local Area Network of PIIC In-house training laboratory of 30 computers and 2 servers
• Automated the configuration of newly installed CentOS to be server or client using Shell
• Implemented over 20 network set-up designed for the delivery of PIIC trainings in over 10 universities nationwide
• Served as team lead in all assigned Year3 trainings