Nicholas O. Email & Phone Number

Singapore

Singapore

- Handling BAU provisioning activities in Singapore as well as remote provisioning in ASEAN region- Handling network operations and maintenance primarily for Singapore and ASEAN region- Managing and sourcing of vendors for network operations related activities- Supporting IT needs of the Singapore office

Singapore

Supporting carrier partners in providing quality solutions to their end-customers

Singapore

As a service manager, I have managed the services of 2 of the company's Platinum Accounts - financial institutions - over the course of my role. Acting as a customer champion within the organization, my role is to drive consistent excellent service level performance and operation processes. Hence improve customers' satisfaction and organization processes as a whole.Below is a brief descriptions of my responsibilities- Manage customer expectations with operation processes & contractual service levels.- Review customer networks to improve performance & resiliency.- Drive process improvements to improve customer experience, at the same time to maximize cost effectiveness & in an efficient manner.- Communicating customers concerns with internal teams.- Conduct customer service meetings to review network performance & track that commitments to customers are delivered in a timely manner- Prepare service reports for availability, performance & to identify chronic issues.- Escalation point for customers to issue resolution relating to customers’ telecommunications services; including but not limited to DWDM, IPLC, SDH, MPLS, ISDN, IP Services; as well as Data Centre facilities.

- Assisting in matters with regards to key accounts such as Orica, Dulux, Aurecon, Agility Logistics, Lend Lease, Accor, SpecSavers, InterfaceFlor and Hogg Robinson Group - comprising more than 900 sites using various technologies including Hybrid MPLS, IPSec over Internet, Mobile, Private Wireless Network and P2P dedicated lease line services. - Providing and analyzing monthly Network Service Report for key accounts o Make recommendation to optimize network and to up sell services o Auditing Network Management Systems to ensure that they are operational and up to date o Served as regional expert on using network reporting tools such as Alcatel Lucent VitalART (Advanced Reporting Tool)- Support Account Managers and Technical Consultants in the following o Managing per month an average of 10 to 15 move, add, change (MAC) requests for key accounts o Design of new branch office setup using various WAN technologies including Ethernet over Fibre, Copper solutions (EFM / SHDSL / ADSL) and Wireless (Wimax, 3G – HSDPA) o Equipments and feature selection based on requirements (includes WAN Routing, Firewall requirements, WAN Acceleration) o Identifying circuit types / QoS requirements / Interface presentation required o Liaise with Telecom suppliers on contract terms (such as costing, contract period, lead time, SLAs) and technical issues o Cost base optimizing – leveraging partner program and promotions o Determining Statement of work (SOW) o Project costing including costs on telecom charges, equipment costs, logistics costs, implementation costs and Man hours. o Documentation updates including Visio Diagrams and project documents- Ensure data integrity and ensuring processes are followed to ensure smooth implementation as well as post-sales support- Experience in using systems such as BMC Remedy System Oracle System and Alcatel Lucent VitalSuite Tools- Supplier negotiation, raising cost disputes; claw back more than 120K AUD in rebates

- provided IT network support to global clients in APAC region in English and Mandarin- conducted network troubleshooting and ticket escalation- managed, coordinated and assist in implementing Move, Add, Change for clients- Worked with Cisco System 800 / 1700 / 1800 /2600 / 2800 series routers and Juniper Netscreen products- Initiate compilation of NMC handbook