Mario Zammit Email & Phone Number

330-340 Spencer Street West Melbourne - Victoria 3003

Provide onsite support services as part of the OSTS (on site technical support) group as required for both clients and any Verizon related work. Being also part of the ORC ( operational resource centre) handle incoming Tickets from Australian/New Zealand and Asian/Japan regions, passing onto relevant engineers to work on, as part of 7x24 role,

My responsibilities include responding to phone/email requests from clients requiring assistance. Managing a Ticketing System (Manage Engine Plus), ensuring all tickets are responded to in a timely manner. Monitoring Client networks using Solarwinds application and advising Client when Severity2/3 issues occurAuthorizing Clients and contractors into Data.

615 St Kilda Road Melbourne

• TattsGroup is Australia’s largest company that provides entertainment/gaming services to the general public. Responsibility for providing Level 2 Technical Support to national Call Centres situated in Victoria.
• Completed conversion of Vic/Tas/NT Lotto Networks from an old non IP based (serial) system to a new IP based solution. Worked with Team that liased with external/internal parties to convert 20 to 30 agents daily onto.
• Performed after hours/on call support for all communications Tatts Group Network issues where >95% of calls received were responded to within SLA (10 to 20 min)
• Created and updated “System Operating Procedures” for products such as NORMAN(Network Ordering and Management system) as requested by Team Leader within 2 to 4 hrs
• Delivered and supported all Victorian staff with all mobile/PDA device enquires, and provided corporate staff with quick responses (10 to 30 min) with issues relating to IPhone and IPad devices.
• Adhered to Change Management Procedures, and completed all SR (service request) jobs assigned via our job logging system called SDE (Service Desk Express) within SLA. Completed 15 to 20 SRs each week, well above the.

Spencer Street Melbourne

• Verizon Business (formerly MCI) delivers a comprehensive portfolio of local-to global business Data, Internet and Voice Services to a “Who’s Who” list of the fortune 1000. The portfolio includesSONET private line.
• Responded to customer requests to interrogate/reboot systems or provide remedial support etc to ensure maximum uptime of services, more than 95% of calls received were completed within SLA.
• Worked with Verizon Business Provisioning Teams to physically disconnect circuits that were no longer required. 6 to 10 “copper services” supporting speeds up to 2Mb/s were disconnected daily.
• Installed physical circuits (copper, Ethernet, Fibre) as requested by Provisioning Team, by patching/labeling/testing as designed, meeting or exceeding the required KPI ( no. of services/month)
• Used Fibre optic testing equipment to measure end to end gain/loss of signal to ensure within specifications.
• Provided after hours support to clients where response to >95% of calls received adhered to SLA/KPI figures.

Tattersall's is Australia's largest private company that provides entertainment/gaming services to the general public.My role as Network Controller was to provide support to the existing corporate infrastructure which consists of 900 Lotto agencies, 270 Gaming Venues and >500 network connected devices (LAN)Other duties included performing assett management.

Albert Road South Melbourne

• Scitec Communication was an Australian based company originally supplying voice/data products and later became a complete solutions and services provider. In April 2000 the company became an acquisition of Marconi.
• Installed/Supervised installation of Voice/Data Networking products ie TDM (Time Division Multiplexers), FRAD (Frame Relay Access Devices), routers for customers such as Telstra,BHP, ATO, ASX, CSR and AWTA
• Provided technical and operational telephone support to customers to solve issues and >90% of all calls received were responded to within SLA
• Rectified customer network issues by establishing remote access to their Network and trouble shooting. This was completed both during business hours and after hours (on call support)
• Provided specialist support and mentoring of WAN (wide area networking) products to my work colleagues. i.e. X25 products and technology, and received very good feed back
• Accomplished operational training of Scitec products to internal staff, and external customers. i.e. MDX (modular data exchange), with positive feedback.