Caner Ünal Email & Phone Number

IP TAC Team Manager, SRA #322- Understand and follow up Nokia Technical Support processes- Follow up urgent customer topics and lead technical meetings regarding these hot issues- Maintain and improve interfaces with other multi-regional groups and organizations involved with Technical Support- Participate in Outage Management, covering 24x7 network outage restorations- Secure product support readiness- Actively participate in product and product support quality… Show more IP TAC Team Manager, SRA #322- Understand and follow up Nokia Technical Support processes- Follow up urgent customer topics and lead technical meetings regarding these hot issues- Maintain and improve interfaces with other multi-regional groups and organizations involved with Technical Support- Participate in Outage Management, covering 24x7 network outage restorations- Secure product support readiness- Actively participate in product and product support quality improvements- Manage a team of 20+ people, guide and coach team members- Instill the preventive and Zero Defective quality mindset in the team- Create and maintain the mutual respect and high integrity team climate Show less

• Weekly on-calls, supporting out-of-hours complex issues and escalations• Any hot issues that would need intervention (re-assignment, escalation, etc.)• Newcomer schedule follow-up• Follow SRC track progress, training participation and lab readiness• Have the group follow our processes and tools • Daily ticket checks for timely updates • AR Quality Audit – Monthly detailed ticket review• Check engineers' performance with weekly statistics reports• Summary e-mail… Show more • Weekly on-calls, supporting out-of-hours complex issues and escalations• Any hot issues that would need intervention (re-assignment, escalation, etc.)• Newcomer schedule follow-up• Follow SRC track progress, training participation and lab readiness• Have the group follow our processes and tools • Daily ticket checks for timely updates • AR Quality Audit – Monthly detailed ticket review• Check engineers' performance with weekly statistics reports• Summary e-mail to managers for trackabilityLead the SME group:• Regular quarterly meetings• Setup meetings prior to SME trainings• Providing consultancy for technical and procedural questionsManagement related tasks:• Managing customer escalations• Management delegation in case managers are OoO• Job interviews: Driving technical assessment• Joins Quarterly F2F meetings of managers with team members• Weekly review meetings with managers for overall status• Delivering training to the team on advanced topics• Tech skill development beyond SRC • Key-customer specific procedures Show less

Istanbul, Turkey

• Expert engineer in Nokia IP/MPLS TAC (Technical Assistance Centre) Team • Hands-on experience on following Alcatel-Lucent equipment: Nokia 7750 Service Router (SR) family, Nokia 7450 Ethernet Service Switch (ESS) family, Nokia 7950 Extensible Routing System (XRS) family, Nokia 7210 Service Access Switch (SAS) family, Nokia 7705 SAR family, Nokia 7250 IXR family • Working as BT UK prime (BT UK is one of the biggest customers of Nokia), the role is responsible of being a mediator… Show more • Expert engineer in Nokia IP/MPLS TAC (Technical Assistance Centre) Team • Hands-on experience on following Alcatel-Lucent equipment: Nokia 7750 Service Router (SR) family, Nokia 7450 Ethernet Service Switch (ESS) family, Nokia 7950 Extensible Routing System (XRS) family, Nokia 7210 Service Access Switch (SAS) family, Nokia 7705 SAR family, Nokia 7250 IXR family • Working as BT UK prime (BT UK is one of the biggest customers of Nokia), the role is responsible of being a mediator between the customer and the support team, sharing with the local team all latest updates considering this customer, dealing with critical/hot issues, remote access problems, organizing periodic sync-up meetings and documenting customer related essential data • Creating weekly reports and presentations which covers up oǀerall support statistics of the team (including engineer based performance results) in order to help meeting the team's quality objectives • Leading Multicast SME (subject matter expert) group and provide related trainings • Participate in Security SME (subject matter xpert) group and provide related tranings• Working as Documentation and CSAT prime• Providing 7/24 technical support and Remote Technical Support for Multi-Technology and Multi-Vendor networks, using industrialized processes and tools for all Nokia customers (200+) • Support for complex networks ensuring customer Service Level Agreements (SLAs) are achieved • Maintaining and improving interfaces with technical personnel from other multi-regional groups and organizations involved with Technical Support (Customer Advocates, Welcome Center, Logistics, FLM, Product Houses, OEMs) • Tracking of customer tickets and requesting investigation results for escalated tickets from other departments (TEC, R&D, 3rd party) • Accountable for ensuring prompt and regular feedback to customers in relation to on-going issues. • Reproducing customer problems in lab environment • Lab testing of SW updates and upgrades Show less

Istanbul, Turkey

• Nortel Networks Netaş – Istanbul (Now Genband) Dec 2007 – present• Re-producing the problems reported by customers in Nortel Istanbul labs in order to debug the issues in advance.• Performing regression and functional tests on both real time systems and lab environment for fixes / patches developed by design team for customer problems.• Carrying Pager on 24x7 basis, stepping in and following up on E1 (Emergency Level 1) and… Show more • Nortel Networks Netaş – Istanbul (Now Genband) Dec 2007 – present• Re-producing the problems reported by customers in Nortel Istanbul labs in order to debug the issues in advance.• Performing regression and functional tests on both real time systems and lab environment for fixes / patches developed by design team for customer problems.• Carrying Pager on 24x7 basis, stepping in and following up on E1 (Emergency Level 1) and E2 (Emergency Level 2) situations on customer networks.• Communicating with customers, giving regular updates about their problems, providing detailed RCA (Root Cause Analysis) information in case of necessity.• Attending meetings and reporting to the executives of the company in Business Critical problems reported by customers.Global Support Engineer in IEMS Team Dec 2008 – presentInvestigating, troubleshooting, solving and following up network, software, configuration and security issues reported by Nortel IEMS customers that could not be solved by first level of support team.IEMS (Integrated Element Management System) is a Java based tool developed for Nortel Carrier VoIP CS2000 solution in order to manage fault, configuration, performance and security management domains. It is installed on SUN SOLARIS platform and supported by MYSQL database. It serves as a common management interface, communicating with southbound devices via protocols like SNMP, CORBA, SYSLOG and receiving their real-time alarm/performance status. IEMS is also used as a central security server which provides centralized user authorization and authentication for the entire VoIP network. Additionally supporting GVM (Genview Manager), GSEC (Genview Security), CEM (Core Element Manager), ACSM (ATCA Call Server Manager), legacy CS2000, C20 and ATCA solutions. New generation VOIP network is now named as GenView in Genband. Show less

Bachelor'S Degree, Electronics And Communication Engineering - Electronics

Master Of Science, Information Technologies

Phd, Computer Engineering

Withdrawn

3.98/4.00, Second Bachelor'S Degree, Philosophy

Third Bachelor'S Degree, History