• Operate a 24hour Network surveillance desk, supporting a number of customer critical applications including Prepaid mobile phones (PPIN), Smartpay, ICCS, Mobile and EFTPOS transactions• Maintain delivery of high standards in customer service from initial analysis of problems through to initiating and implementing solutions within defined time scales. Initiate and accept faults using IFMS, and other vendor fault reporting systems• Liaise with customers and support personnel to ensure resolution of problems within specified times. • Update documentation and work instructions to reflect new knowledge or troubleshooting procedures• Initiate and monitor regular Network surveillance tasks on Tandem S series systems, NT and Alpha workstations running Windows XP/NT/2000 and UnixAchievements:• Maintained and increased knowledge to ensure ability to fully support new technologies as they were introduced. • Showed adaptability in taking on temporary relief positions as Tier 2 Smartpay Support and Group Leader • Received five ‘yes’ Rewards in recognition of achievements against the Optus values of Customer Focus, Challenger Spirit and Teamwork.

• Promoted to Senior Network Engineer after showing ability to adapt to a new telecommunications and network environment.