David Keegan Email & Phone Number

Ireland

Dublin

My main duties in the Viatel NOC include:• Monitoring ALL backbone links, network devices, and access technologies• Initial diagnostics and troubleshooting of all IP network and system related problems. Demonstrating the effective use of available commands on Cisco / Juniper CLI during troubleshooting of interface or routing issues.• Providing quality support for corporate and government customers issues or queries logged via the call centre, emails or through account managers and updating and resolving within SLAs in a professional manner.• Maintaining and reporting network statistics to management, including Availability, Faults, Capacity, etc.• Effective communication of status of Change Requests to other business units• Maintaining and reporting network statistics to management, including Availability, Faults, Capacity, etc• Following processes and procedures relevant for events and alerts that occur in Data Centre• Handling access control to the protected data areas• Assisting in Data Centre deployments, cabinet configuration, hardware installation, and cabling• Providing quality support for corporate customers, updating and resolving customer faults within SLA, and in a professional manner.• Monitoring and proactive support of all devices within Viatel's Pan-European Network including but not limited to:• Fibre Network (Adtran / Cisco)• Licensed Radio Network (Ceragon / Ubiquity)• Copper Infrastructure (Adtran / Cisco / Huawei DSLAM's)• Datacentre Environment (Dell / Cisco)• Core Network (Cisco / Juniper)• Voice Network (Cirpack / Digitalk)• Cloud Voice• Voice Fraud• Cloud Storage Solutions Support (Zadara)• SD Wan Support (Cisco Meraki)

Dublin

Dublin

• Providing high quality technical support for SME, Schools, Residential and FTTH customers within the agreed SLA’s and KPI’s• Troubleshooting technical queries including LLU faults, ADSL2+ faults, IPTV, networking, TCP/IP, DNS issues, IP addressing and e-mail.• Gained excellent experience configuring, diagnosing and testing networking hardware such as Modems, Routers and other Internet Protocols.• Highly Customer Orientated, kept customer updated and made sure customer’s needs were met at all times until final resolution• Working on own initiative and quick decision-making ensuring fault is dealt with in a timely manner and escalated to relevant department/engineers• Achieved excellent troubleshooting skills liaising/working with NOC on a daily basis• Performed training sessions with 1st line Technical Support agents on a weekly/monthly basis and provide on floor support for the team• Managed and scheduled all field engineers jobs throughout the country on a daily basis

Comptia Network+, Networking

Comptia A+, It

Education record

Education record