My role is to maintain customers’ support labs, interact with project managers , QA and development teams. The activity revolves around application support. I perform expert level debug and analysis based on logs / Wireshark captures and tools, advocate customers needs to R&D for product improvement and implement solutions and fixes on production systems.

Providing technical support for our monitoring solution to customers.Training and assisting the customers to get the most of our product, and analyzing the requests and needs of the customers to come up with improvements to our software.Perform installations, upgrades and updates of the software on customer systems.

Role purpose: • 2nd Level Support and Troubleshooting of International Voice Network (IVC) in a multi-vendor environment based on SIP.• Interface to supplier, 3rd parties and vendor for field fixes and hardware issues/faults. • Interface to supplier for Network/IT Application issues. • Delegated rerouting as agreed with Destination Management, link to Carrier Supplier NOC’s to raise and close faults. Confirm Fault Fix and Retest as required.• Analysis & Reporting: performance statistics and fraud information. • Provide escalation support and guidance to support teams, service transition and service management; Facilitate Early Life Support within operations for key customer deployments.• Ensure non-functional requirements, acceptance criteria and tests are properly defined. • Support all key processes like Change, Problem, Capacity, Release or Configuration Management.Key accountabilities and decision ownership: • Fault Management: resolution of faults related to network estate i.e. POP’s, MGW, Oracle SBC(ACME), SS and Remote Fix• Technical Fault Management: resolution of Voice Service faults and tasks required by the Destination Managers• Perform Network Elements configuration and HW/SW upgrade on CRE, Acme Session Border Controller and traffic monitoring probes.• Perform proactive maintenance activities to prevent incidents and constantly optimize the network. Take corrective measures based on performance management and indicators trend analysis• Act as the focal point within the company during new service and customer on boarding

Provide and operate Vodafone’s latest technology services of unified communications / voice over IP solutions for global enterprise customers. Ensure high availability and optimal performance of all aspects of customer’s services.Job responsibilities:- monitoring and troubleshooting software telecom solutions offered through CUCM (Cisco Call Manager);- making configuration changes on CUCM, Presence or Unity servers (dial plan or user changes);- monitoring call traffic and the KPIs for the traffic ;- monitoring device registrations to the CUCM for all European customers;- creating scripts for optimizing system processes;- monitoring and troubleshooting alarms software or hardware related, that appear in the Netcoolmonitoring tool;- Incident Management for major incidents for the software and hardware solutions offered by Cisco Unified Comms 24/7;- prepare detailed technical reports after the major incidents have been resolved;

Job responsabilities:- Tier 2 and 3 technical support for Juniper customers;- Working to troubleshoot and resolve all technical problems found at Juniper customers around the EMEA region (+ helping the APAC team with their escalations);- Assists in the resolution of complex issues/ concerns and resolves minor and complex faults;- Beside the technical part, doing also administrative tasks like RMAs (return merchandise authorization) or licensing process related things;- Working with the entire range of Juniper equipments: WLC controllers, MP access-points, location appliance, applications (Ringmaster, Smartpass) - both in real life customer networks and in lab replication environments;- Layer 2/3 protocol/packet capture analysis;- 802.11 protocol/packet capture analysis;- Instalation configuration and maintenance of Virtual Machines;- Work on a daily basis with the sustaining development team to make sure all customer found bugs have a good resolution in a timely manner; - Review release notes and technical documentation prior to new software releases;- Analyse and collect data for reporting;- Provide feedback to supervisor;

Job responsabilities:- Maintenance and administration of Linux servers (software, network tweaks, firewalls, routing proces );- Implementing VoIP services (SIP/H323) and TDM trunks (PBX,ISDN,SS7);- Troubleshouting VOIP traffic issues;- Maintenance of CISCO routers, switches and SBC's for the VOIP network ;- Creating internal routes on a softswitch;In my time at Net-Connect :- I got familiar withworking on linux servers;- Configuring dial-peers and trunks on CISCO Gateways;- I got familiar with managing an Asterisk PBX;

Job responsabilities:Provides technical support for business customers (troubleshooting, maintenance and monitoring support level 1):- installation and troubleshooting of modems (Alcatel, Huawei, ZTE, Zyxel) / routers (AR 415/ CISCO 800,1800 series);- offer support and perform configurations for DSL/ADSL (routing/bridge) and dedicated access solutions (VPN) (test and diagnostics - support level 1);- collect, record and resolve complains or directing them to other superior technical departments to be resolved;- escalation of the tickets to authorized departments;- offering remote support for Field Engineers.In my time working for Telekom:- configuring and troubleshooting end network devices such as Cisco 800 and 1800 Router Series;- working with tools such as: Putty, Mxtoolbox, MTR traceroute

IT support for the HQ offices ;Job responsibilities:- Support for the HQ offices ;- Maintenance of PC's , printers and local network;- Troubleshooting any issues that occur on the workstations;