Helpdesk Engineer
Robert Walters
Total years of experience :4 years, 7 Months
Perform Call Management and reporting functions.
Handling inquiries, receiving inquiries from end users (by E-mail, TEL)/ answering inquiries/Management of inquiries. Logging of incidence on incidence management tool and delegating of incidence to appropriate application developer.
Maintaining, closing and reporting of incidence logs
Root cause analysis to reduce recurring of incident.
Prompt follow-up of incident to closure
System operation management, Initiating and monitoring of backup procedures
Maintenance of job schedules and provides user requested ad-hoc job schedule changes.
Monitoring of all systems for successful termination of batch procedures utilizing System Walker.
Analysis and reporting for prevention of system limitations.
Prompt follow-up of incident to closure
Weekly customer meeting, provision of weekly work in progress report and provision of monthly Helpdesk incidence statistics report.
Prepare weekly and monthly helpdesk report for the management.
Application functional and technical specifications change requirements to be documented with version control.
User documentation, hardware configuration documentation and application code to be maintained with version control.
Operational procedure documentation, escalation lists and escalation plans to be maintained with version control
Full backup before and after changes to system.
Perform basic recovery procedures to ensure that the system and application is functional.
Fixing the cause trouble, Full application maintenance development procedures to be performed to rectify system and application faults.
Checking checklist of set targets and results, for each system.
Analysis of resource usage reports collected
Monitoring Windows server, run a remote desktop, retrieving data with SQL query, upload and download file using filezilla
INM (Integrated Network Management ) - Central Telephone Exchange
Perform network surveillance proactive monitoring on the network element health and availability
Perform tier 1 remote diagnosis, analysis, isolation and follow up with other Operation Centres and/or Tier 2 of Network Operations support units to resolve fault Execute service restoration plans to mitigate the service impact of network node/element failure
Perform 7 x 24 - 12 hrs shift work/ staggered/ standby duties as per scheduled roster.
Perform updates of customer profile, fault ticketing systems' records
Help maintain the Datacentre facility through monitoring of NOC BAS system and DC FM maintenance schedules
Provide 1st - Level IT/Network/DC Facilities/ Leased Circuits troubleshooting/ provisioning support for clients, networks and the suite of services offered by EXPAN
TNM (Transmission Network Management PCM) - Paya Lebar Telephone Exchange
Responsible for all functions associated with SDH.
Troubleshooting SDH concern like ALCATEL, MARCONI, LUCENT, and HUAWEI.
Assists in the troubleshooting and clearance of customer faults through coordination with BBNO and TES.
Maintains the quality and scalability of Singtel transmission equipments.
Provide testing with field engineer.
Configuration of ALCATEL equipment.
Handling Daily Work Orders.
Migration of fiber optics and 2M jumper
FNI ( Fixed Netwrok Infrastrusture) - Telok Blangah Telephone Exchange
Perform order management of Fiber based Products eg. MetroE, Ethernetlink, Elite, Evolve etc through Pegasus System
Ensure that target dates (Customer Ready Date) for all access fibre implementation are met so that services can be provided expeditiously to customers
Take charge of the maintenance of access fibre cables and activate contractor / staff to attend to emergency cable breakdowns
Responsible for clearing of all the access fibre cable faults under my charge in accordance to KPI targets
Close my queue in the system promptly upon job completion
Request for CRD Amendment in the system accordingly to the guideline
Assist Associate Engineer on compiling weekly and monthly statistical report
Ensure that the technicians and contractors follow safety procedure in accordance to the work health and safety act (WHSA) and to use appropriate safety equipment so as to complete their assigned job efficiently and safely
Liaise with building management and manage contractors for the implementation of last mile fibre for fibre based products
Liaise and resolve with internal parties on fiber implementation issues
Take ownership and manage staff on fibre patching and testing works for the provisioning of fibre based products
Any other duties assigned by Associate Engineer-in-charge
Bachelor of Science in Electronics and Communications Engineering transferred from UNIVERSITY of MINDANAO (2001-2006) CCNA Course Completion