Christopher Torrea Email & Phone Number

• Handles National Wholesale Broadband, NBN Fibre services (FTTN/B, FTTC, FTTP, HFC and Wireless/Satellite), NBN Enterprise Ethernet services and 4G backup service.• Maintains effective communication with the corporate, enterprise and wholesale customers and internal stakeholders.• Manage the clients’ end to end delivery of service from order acceptance, provisioning, configuration and maintenance.• Deliver service within agreed SLA• Coordinates with 3rd party carrier (e.g. NBN, Telstra, etc.) to ensure services are delivered and upstream issues are resolved• Collaborates with Account Managers, Sales Managers and Executives to ensure clients’ needs are met.• Arrange customer’s service configuration and dispatching hardware to their location.

• Provides top level customer wholesale support in resolving network issues (No Connectivity, Dropouts and Slow speeds)• Supports the operation of TPG Wholesale Network Services such as NWB, IP-Line, IPVPN, E-Line, E-Lan, SIP Trunk, Bizphone and Leased Lines• Convey network solutions to corporate wholesale client’s service faults. • Handled fault ticket cases until issue has been resolved. Accessing of DSLAMs, Managed Routers (Cisco, Huawei, Alcatel, etc.)• Communicate the status and progress of cases to the customer daily via call and email and respond to requests from customers in a timely manner.• Track, route, and escalate problems to the correct departments.• Responsible for arranging a technician appointment and work order for testing.• Provides technical and remote support to the technicians dispatched on-site.• Troubleshoot and test service accordingly. Providing assurance that service is working within specification.• Coordinates service restoration to upstream carriers (e.g. NBN and Telstra)• Utilizes monitoring tools such as SNMPc, Nagios and Solarwinds to ensure connections for corporate customer.

• Managed and assisted the corporate clients’ landline or fixed line needs from ordering stage, preparation, delivery of hardware, set-up and maintenance. • Facilitate clients’ wireless and landline porting needs.

• Facilitated the customers in porting their phone numbers to AT&T from other service provider.• Troubleshoot their devices that are malfunctioning.• Answered customers with their queries and problems by phone.• Oversee customers in managing their accounts online through Clarify tool.• Directed misrouted urgent calls to the departments required quickly and accurately.