Creative, detail-oriented network professional and results-driven leader with over 13 years of combined technical work experience in areas of linear digital TV and IPTV engineering, network operations, data centre operations, technical support, and broadcasting, dedicated to improving technology efficiencies and customer satisfaction in the organization.
Provides support and input in the design, development of engineering plans and selection criteria for a variety of network capacity and planning projects and activities while optimizing network capital and operating costs for DTV broadcast distribution ensuring it is within budget.
Provides engineering support for the Rogers Network and the implementation of new engineering plans to Network Implementation and Network Operations.
Assists in capacity management of the Digital TV broadcast and IPTV distribution by producing detailed reports in characterizing and analyzing capacity utilization, forecasting capacity requirements, determining when capacity will exhaust and determining when network capacity will be increased.
Tested/evaluated DTV/IPTV equipment hardware and software in the lab ensuring it adheres to prescribed testing, analysis or troubleshooting procedures.
Authored engineering design specification (EDS) plans for video network solution of 26 enterprise/commercial customers (hospitals, hotels) and interconnects (MSOs) across Ontario.
Prepared and released over 105 EDS plans for channel launches, signal source changes/acquisitions, and capacity augmentations from 2013 to 2017.
Prime in managing the interconnect reference database, and CAPS/RBS Projects tracker database resulting in an improved, organized tracking of team projects.
Proactively identifies, responds to and performs corrective actions to network problems as necessary for Primus' voice, data, and internet networks, including monitoring and acting on alerts/tickets according to urgency in order to maintain and improve system/network manageability and reliability.
Reports and follows-up on any network troubles to appropriate internal teams, telcos or other vendors, and escalates accordingly to ensure problem resolution is within service level agreements (SLA).
Promptly documents/tracks all problems reported by way of trouble ticket system and maintains accurate records.
Primary for coordinating network maintenance schedules, and providing maintenance information to appropriate internal departments in a timely manner.
Coaches and mentors junior team members and front-line support teams to help with their development and assist in troubleshooting.
Audited upstream carrier-related network trouble tickets that missed SLAs, which facilitated $4K in company savings/reimbursements in Q4 of 2011.
Completed network platform migration activity for 3 POP sites increasing network capacity and manageability; also assisted engineering group with migration for 3 other POP sites.
Completed port migrations for 90% of network elements’ console connections from old Cisco distribution switches to Cisco Nexus platform, in assistance to engineering group with the migration of the critical devices to the new platform.
Spearheaded the job shadowing program with network platform (data/voice) engineering teams for NOC staff.
Improved, edited, and added operational and troubleshooting processes and procedures to the NOC wiki.
Coordinated device installations and server colocation setups in server room and provided ongoing support for client systems in 3 local data centres, liaising with network/system administrators and corporate technical support team.
Ensured SLAs were met by monitoring the data centre team's work order and ticket queues, and assigned/distributed tasks to team members for efficient completion of work orders/tickets.
Reviewed incident reports, daily visitor log reports; and provided follow-ups as required on a case-by-case basis.
Handled inquiries and provided support for repair, replacement, technical problem resolution and connectivity of wireless phones including Apple iPhone, BlackBerry, Nokia, Sony Ericsson, Motorola, Samsung, LG, HTC, Palm, HP.
Diagnosed & resolved wireless technical service problems (voice, SMS, data) with customers efficiently, ensuring all interactions were thoroughly documented within the ticketing system.
Performed troubleshooting and recommended corrective actions for issues such as account provisioning, device functionality, device configuration, application support, subscription downloads, network connectivity (2G, 3G), and escalating internal and vendor issues as required.