• Serve as the initial point of contact for customers, consistently delivering timely and customer-focused solutions.• Effectively manage and resolve tickets, ensuring adherence to Service Level Agreements (SLAs).• Conduct in-depth issue resolution research, liaising with relevant departments to guarantee comprehensive customer satisfaction.• Lead technical onboarding and training sessions for new employees, facilitating smooth integration into the team.• Maintain up-to-date customer and system account information to support efficient resolution of concerns.• Troubleshooting problem and escalate to high level if needed • Solve issue on consumer Bigdata and reprocess data in case of any crash • Daily monitoring on consumers, Bigdata solution and probe system

• Played a critical role in the operation and maintenance of Huawei and Ericsson CS and PS core, including MSC, MGW, SGSN, HLR, and GGSN.• Implement and configure different protocol, Sigtran, BICC and SIP • Experienced in IREG configuration (in postpaid roaming, prepaid roaming and GPRS roaming)• Oversaw extensive migration projects, leading the transition from MSC Ericsson to MBC cluster Ericsson and enhancing network efficiency.• Conducted exhaustive troubleshooting and network problem resolution, minimizing outages and ensuring optimal network performance. • Implemented all rating and roaming rate tables, short codes, and tariffs on the IN Convergys platform.• Led POI cutover/migration from Ericsson MSC/MGW to Huawei MSC/MGW across the entire network region.

• Collaborated with the HUAWEI team, successfully installing a comprehensive 3G cabinet infrastructure (MSOFT, MGW, GGSN-SGSN). • Contributed to the commissioning for the HUAWEI 3G core network sides, ensuring seamless and efficient network operations. • Proactively addressed diverse network alarms, upholding a robust network uptime• Spearheaded regular backup processes for MSOFT, MGW, SGSN, HLR, and GGSN, safeguarding critical network data