Technical Support Specialist - II (Satcom)
Panasonic Avionics Corporation
Total years of experience :15 years, 7 Months
Real time monitoring of aircraft's in-flight connectivity via iDirect based tools.
NOC monitoring and providing 24/7 customer support based on approved procedures
Using iDirect Network Monitoring Tool (iMonitor, iBuilder, Google Earth etc) for managing connectivity of customer aircrafts.
Creating and analyzing various reports based for management review on troubleshooting regarding aircraft's in flight connectivity and SLA.
Utilizing database for tracking and problem resolution of trouble aircrafts.
Maintaining the iDirect based NOC and making sure that daily operations of NOC are smooth.
Accomplishing real-time troubleshooting of all Panasonic system configurations via in-flight and ground based calls through iDirect based tools.
Technically supporting airline's and internal technical queries regarding aircrafts connectivity.
Identifying the root cause of the problem and solving it in timely manner.
Taking internal customer feedback and reporting to NOC manager.
Developing technical manuals including system software and associated equipment and maintain in-depth knowledge of all Panasonic products and installations.
Acting as communications point to the airline and OEM team as required for technical issues.
Supporting conference calls with various engineering groups and airline customers.
Supporting in-service operation by coordinating throughout the program with functional departments; Logistics, Quality Assurance, Marketing, Program Management, Product Support Engineering, and Customer Support Engineering.
Installation, service and maintenance on satellite communication systems onboard customers’ vessels in ports and at sea.
Performing assembly, testing and commissioning of satellite systems.
Providing technical support to Marlink Sales internally, and customer support externally.
Arranging and coordinating service attendance with customers and other Marlink departments.
Setting up IT and Local Area Networks onboard customer vessels to interconnect with Marlink's satellite systems.
Maintenance of iDirect based network through VNO.
Leading the NOC team of 4 engineers.
Frequency planning & spectrum monitoring using different tools.
Performing Cross polarization test for new sites.
Activations, deactivations and service plan changing of all satellite sites.
Link budgeting for determining satellite signals for carrier to noise, downlink EIRP, G/T measurements, etc.
Daily reporting of all the activity including Trouble Ticket issuing/logging, site activations, deactivations and service plan changing etc.
Monthly report generation for all the NOC activity.
Providing the 24/7 support to all the VSAT service customers of VSATplus spread all over MENA & African region.
To make sure that customers are satisfied and taking their regular feedback for improvement of company’s rules and procedures.
Training of NOC staff for efficient customer support.
Sales of VSAT equipment and answering technical queries of customers.
Sales of the Mobile sat com service of Inmarsat, Thuraya and iridium.
Installation & Testing of Tooway™ Service, ASTRA2Connect Service etc
Making solution proposals for clients according to their requirements.
Participation in different commercial and corporate exhibitions like Gitex & CABSAT etc.
Perform day-to-day planning and monitoring of NOC according to the approved procedures and daily operations plan.
Providing technical customer support 24/7 for complaints
Using Network Monitoring Tool for managing customer sites and placing them in subsequent uplink groups.
Managing the activation, modification and deactivation of countrywide links.
Registering new antennas deployed by the customer and manages the Earth station database.
Performing new antenna verification tests as per the Teleport cross polarization isolation requirements
Performing different analysis using remote best available equipment to accurately measure satellite signals for carrier to noise, downlink EIRP, G/T measurements, etc.
Managing NOC team which operates the country wide VSAT network.
Frequency Planning and spectrum monitoring.
Repots generation regarding Trouble Tickets issued and their rectification on daily basis.
Maintaining the HUB and to make sure that daily operations of NOC are smooth.
Identifying the root cause of the problem and solving it in timely manner.
Taking internal customer feedback and reporting to NOC manager.
Monitoring satellite transponder linear and circular K-u band
Link Budgets (Forward and Reverse)
Monitoring NOC and Customer support
Handling Customer Complains
Conduct CPI and Power Compression Test
Commissioning and Configuration of Modems
Equipment and vendor selection for VSAT according to the designed
Hands on Carrier and Carrier technology
Administrative work to help the admin department
BE, Telecommunications