2nd Line Fixed and IP Access Engineer

6/2019 – offen

Managed services and troubleshooting on the Vodafone-Ziggo network
 Troubleshoot hardware and software issues and identifying network/applications problems using “Remedy” ticketing system
 Follow up with customer to ensure first call resolution and deliver high customer satisfaction rate
 Actively involved with the knowledge transfer project with my 2nd Line Support peers and 1st Line colleagues
 Handle high precision management of complex network incidents
 Create and perform Change Requests and ensuring alignment with Change Management processes
 Closely collaborate with the Change Management team to oversee that activities are performed in a coordinated, structured, tested and well documented manner
 Responsible with the approval of change requests that affect the Fixed and IP Access parts of the network using Change Request ticketing system

Telekommunikation / Netzwerke (allg.)

4/2012 – 6/2019

Managed services and troubleshooting on the transmission and wireless network for Linkem Italy.
 Troubleshoot hardware and software issues and identify network/applications issues
 Single person of contact duty for Linkem Italy network for all Huawei product lines
 Perform preventive and corrective maintenance, problem management, acceptance and faults tracking, ensuring that customer satisfaction is achieved
 Proactively coordinated the handover for the Back Office and Change Management Departments while actively helping in the delivery of Linkem and Vodafone Romania projects in Huawei’s Global Network Operation Center
 Creating the Request for Change using Method of Procedure to establish the process on how to set up, configure, and upgrade network equipment
 Manage and implement Change Requests on the Linkem Italy network according to Change Management process
 Acted as Back Office Team Leader in support to the Service Delivery Manager
 Manage implementation and configuration of all changes for Vodafone Romania project based on customer requirements
 Actively involved in feedback process with Local Office with regards to customer satisfaction and third party collaborators
 Providing support for the whole team by defining the initial Change Management processes and procedures

Telekommunikation / Netzwerke (allg.)