PERSONAL DETAILS

Date of Birth :                02/10/1958

Sstatus :                       Single

Nationality :                   British 

Driving licence :            Full

Personal Profile

A highly skilled network management professional, with a wide range of commercial and operational management skills. With a proven track record within several large multinational corporations in three main areas: Telecommunications, IT support services and Data centres, providing 1^st to 3^rd line support, help desk & build out of data centres .  With leadership skills in network management, man management and managing remote teams in geographically spread offices and worldwide networks. Experienced in briefing all layers of management.

Specific Strengths

Methodical and consistent approach to work .

Attention to detail .

Exemplary administrative and organisational skills .

Strong customer interfacing skills.

Amenable and approachable

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Career History

 Trend Network Services (Phoenix IT Group)

·         Supply basic network topology reports to projects office

Network And System Integration Engineer  (Implementation, provisioning and configuration of hardware/software)                April 2007

Based within a network operations centre monitoring and providing technical support to the daily running of WAN on behalf of an international telecommunications company. Responsible for the control and configuration management of a data network containing sensitive information, using a range of unique network management products encompassing both fault finding and recording.

·         Provide point to point channel configuration , of NORTEL Passport Multiservice Switch (MSS) 7400 15000/20000 series ATM switches ,Nortel Contivity and Thamer  devices.

·         EIGRP.RIP V2. BGP , OSPF,SDH

·         Cisco routers.

·         Programme inter-nodal static routes and maintain system continuity and availability.

·         Follow procedures and working methods to ensure that tasks are achieved to agreed time scales.

·         Manage far end network engineers in commissioning new services

Easynet Group 09/2005-04/2006

Broadband LLU  DSLAM support engineer

Responsible for trouble shooting all LLU faults, BT option 2,& 4, over Cisco and Lucent Stinger hardware to 2nd and 3rd level .ATM  TCP/IP  RADIUS OSPF Actelis MetaLIGHT 1300 (Etherstream) MPLS . Nagios network monitoring tool

Working on own initiative as well as part of a team, escalate to external parties within stated timescales where necessary so ensuring that the KPA’s are met.

Prioritising work in order to ensure that business SLA’s are met.

Identify problems, seek relevant information, evaluate and make appropriate assessments in order for timely fault resolution

Using BT test Tools and databases

Excellent phone Skills

Good people Skills (ability to work on own as well as in a team environment)

Self Motivated

Customer Fault Management

To identify & resolve Customer Faults at the first point of contact through utilising technical knowledge and logical approach to problems

To update customers in a timely manner and provide appropriate feedback
Process Management

To carry out processes and procedures as prescribed by line manager.

To be pro-active in identifying and highlighting any failings or improvements that could be made

Technical Fault Escalations

Liasing with other departments within Easynet when the nature of the fault warrants it

Reporting faults to 3rd parties where appropriate

Liasing with 3rd parties when necessary to resolve a customer fault

Identifying trends in fault patterns and raising these problems with Internal/External Departments in a pro-active manner

Thorn Sicherheits GmbH , European Space Agency ( ESOC ) .           07/2002 - 02/2004

Ground Configuration Controller providing 1st to 2rd level support at the European Space Operations Centre.

Control, configuration and monitoring of ESTRACK ground stations Wide Area Networks.  Interfacing with the tracking stations and facilities of other space operations agencies. Configuring of data and telecommanding network links for various satellites and real time problem solving of the Wide Area Network. Pre setting up and configuration of ground stations using remote station computers. Implement recovery procedures in case of data and/or voice communications failures. Monitor and control dedicated remote unmanned facilities. Knowledge of network protocols, X25 packet Switching Systems using CAPSESA Data Packet Switching Systems, Netrix Independent Switching Systems and their associated management systems and Data Analysis Tools. Monitoring of open circuit router network utilising Cisco routers in conjunction with HPOpen view management system tools

Star 21 Networks ~                                                                06/2001 - 05/2002

Senior Configuration specialist providing 1st to 2nd level support within a Change  Management team.

Tasked to provision Nortel Passport 74k and 15k with ATM customers.

Responsible for the imanagement and maintenance of network changes integrity.

 Making recommendations for the Network management platform.

 Managing  subcontractors in the field. Supervision  of four engineers.

 Equipment supported, Passport, Shasta, Juniper, Reunion, HPOpenview. 

Responsible for the resoloution of  first and second level escalations with regards to technical and management issues appertaining to the network.

Responsible for the planning of optimisation of the network and  customer-engineering, with regards to basic network design skills appertaining to PVC’s ,SPVC’s , SVC’s ,VCC’s ,VPC,s .SDH

Manage the engineering & training budget.

Plan integration of new NOC members into the team their training and career development.

Taking into account scheduled and unscheduled maintenance/engineering work that would impact upon the customer(s) service and arrange network resources/availability accordingly, having previously accessed the impact of such work to be carried out (Change control & Configuration Management).

Responsible for the provision of documentation, including layout diagrams, network diagrams, and inventory lists, on the basis of new procurements as well as upgrades or relocation of existing equipment;

Provide support to the ordering, storing and distribution of equipment and operational consumables.

Experienced at communicating with a non & IT literate audience and the  logging / reporting of customer impacted services via REMEDY Trouble ticketing system.

Further responsibility for the implementation to network element changes and change control of the network, as well as setting guidelines and technical specifications for change management procedures.

Telecity ~                                                                                                   06/2000 - 05/2001

Principal Senior Engineer and acting Senior Supervisor of Network Operations.

Project and Technical supervisory role in Telecity.

Responsible for the supervision and co-ordination of activities and installation of customer equipment according to requirements . Responsible for facilities management of Suite quotations. 

To take the initiative for project managing of customer suite specifications with respect to, power requirements, layout, air conditioning & other environmental needs and fitting out of suite. Reporting of problems, arranging and managing subcontractors, follow-up and resolution of reported problems to customer’s satisfaction . Propose for customer’s approval,  improvements to operational procedures and design of suite layout. Interface with Sales and Customer service to support and implement customers requirements.  Supervision and co-ordination of contingency procedures, and the implementation of them. Interface with Telco/Customers to trouble shoot real-time problems to resolution.

 Standing in for senior Supervisor when away on business. Acting Senior Supervisor until the appointment of a manager. Responsible for the  formulation of  budgetary requirements. Take 1^st – 2^nd level escalation.  Being reachable for 27x7 escalations and fault resolutions.  Provided sales support to sales director (Facilities mangement).

Single point of contact between customers and vendors where required.

Responsible for the provision of documentation, including layout diagrams, network diagrams, and inventory lists, on the basis of new procurements as well as upgrades or relocation of existing equipment;

Provide support to the ordering, storing and distribution of equipment and operational consumables;

Work Management Systems performance analysis

Project planning and management of all customers moving into the data centre, Support to the procurement, installation, testing, and maintenance of infrastructure equipment such as cables, interface panels, network devices, consoles, racks and furniture; their registration within the inventory; Responsible for timely service and suite delivery within the individuals SLA.

Responsibility for expenditure of yearly training budget. .

Review all Planned Work requests – assess implications for network, consider affect on customers and schedule works. Change and change control of the network, as well as setting guidelines and technical specifications for change management.

Log all works carried out appertaining to customer requests and faults through REMEDY ticketing systems

Responsible for the build out of data centre  with regards to the Implementation of  power supply to site, sighting  of equipment racks, fire suppressant equipment, intruder alarms, data cables  and general   build through to customer suite:

Responsible for the supervision and management of separate teams of 14 technicians in Frankfurt and Munich, with projected responsibility for a further 95 engineers throughout mainland Europe.

Ensure that good industrial relations are maintained through efficient liaison and negotiation with recognised local union representatives & German betreibsrat.

Global One ~                                                                           05/1995 - 05/2001

Senior Network controller / Technician on real time networks providing 1^st to 3^rd level support for the Global Network Operation Management Centre

Tasked with the responsibility for the monitoring & maintenance of the GlobalOne Network comprising of  NET IDNX over WAN, X.25, utilising Frame relay ,Open Circuit Router network utilising Telematic pads, Cisco and Wellfleet routers in conjunction with HPOpenview management system tools. ATM ( Nortel Passport ,DPN100 ((FR/ATM/MPLS).) & Newbridge 36170, 46020 ) , Frame Relay & IPX ( Stratacom ) SDH,WDM  .

Further responsibility for managing the maintenance of equipment and migrations. Interfacing with the local Telco’s to solve real time problems in the Network. In depth knowledge of different platforms and how they interact with each other for extensive troubleshooting of multi-platform problems. Training of new personnel that have joined the company.

Responsible for the training of US SPRINT, INOC  Backbone personnel, in Reston,Virginia, USA, upon multi-platform tools and equipment and the writing of procedures for different monitoring tools.

To make and  propose for customer’s approval, improvements to operational network procedures and network design. 

·         Taking 1^st – 3^rd  level escalations and standing in for Supervisor and Manager as required

·         1st point of contact within NOC for all issues. To ensure the NOC is manned 24/7/365

·         Responsible for work flow and fault escalation to ensure that all NOC duties are performed to the highest standards.

·         1st point of contact for 3rd party suppliers and customers.

·         Arrange and manage SRM (service review meetings) with customers, 3rd party suppliers, and Daily /weekly operation review meetings .

·         Produce and review incident and monthly reports to customers.

·         Responsible for notifications of any planned works that may affect customers. Change and change control of the network, as well as setting guidelines and technical specifications for change management.

·         To use dedicated management systems to manage the network (and associated technologies) including REMEDY trouble ticketing system and COMMON TROUBLE TICKETING SYSTEM (CTTS)

·         Provide technical support to internal and external customers in a 24 x 7 X 365 operation.

·         Manage the resolution of faults in a consistent professional and timely manner in conjunction with customer SLA's, using monitoring tools and network information.

·         Perform trouble-shooting and coordinate with engineers and 3rd parties to escalate, resolve and close trouble tickets in accordance with procedures  .

·         Responsible for Buildings management alarm system, 3rd party liaison and closure of faults.

·         Provide updates as necessary to the customer help desk and affected internal and external customers.

·         Co-ordinate with on site engineers to resolve and close faults within agreed timescales.

·         To ensure escalation procedures are followed to assist in a timely and efficient fault resolution

·         To understand, implement & amend processes in a pressurised rapidly changing environment.

·         Over 7 years Team Leadership experience, recruiting, training and developing staff

·         Over 10 years experience in a customer focused operation

·         Proven use of SDH/ATM/TCP/IP /Frame-relay /IPX  Network Management applications

·         Strong SDH, TCP/IP and Frame relay skills

·         Good knowledge of Telecoms  &  Data /products/services

·         Flexible and able to work unsupervised in a 24/7 working environment

·         Ensure that good industrial relations are maintained through efficient liaison and negotiation with recognised union representatives & betreibsrat

Previous Roles

01/1993-03/1993            Aerodata, Muscat, Sultanate of Oman – Engineer

04/1988-01/1991            Quotron Information services ltd – Technical support network controller

05/1986-04/1988            Gateway Food Markets Ltd – Computer Operator

01/1979-01/1983            Ministry of Defence – Computer Operator

Education and Training

Qualifications:             BTEC HND Computer studies, BTEC HNC Civil engineering & Level 3 mathematics for technicians

                                    Educated to O & A Level

Technical courses attended :