Nigel Moo Choy Email & Phone Number

Toronto, Canada Area

Maintain, implement, test and troubleshoot the VOIP network call flow translations. Provide timely efficient support for all business/wholesale clients/technical support tickets. Analyze voice traffic using SIP/Wireshark for issues relating to incoming/outgoing calls, voice quality, Toll-free services, configuring SIP/TDM circuits, EFax/Fax and SMS services . Interact and assist carriers in the troubleshooting/investigation stages for network issues. Provide fraud detection support to customers while mitigating all potential frauds. Contribute and document the company processes on their Wiki Knowledgebase.

Toronto, Canada Area

Provided proactive network monitoring on all network nodes - Broadsoft AS/NS servers, Metaswitch, ACME, CEMS, Cisco/UNIX/mail servers. Maintained, implemented, tested and troubleshot the VOIP network call flow translations. Analyzed voice/data traffic using SIP/Wireshark and performed re-routes to maintain benchmarked ASRs/ACDs. Ensured that carriers and vendors were meeting service level targets via KPIs. Provided 1st/2nd level support for all wholesaler/customer/technical support tickets. Performed nightly Engineering MOP network maintenances – racked/configured servers, software backups/patches/updates, configured fiber/copper cross-connections to various network nodes in data centre.

Toronto, Canada Area

Provided Wireless/Mobile customer service/technical support for all enterprise and single customers with inquires regarding their accounts, orders, and wireless devices/services while maintaining healthy customer relations and excellent customer experience. Responded to customer incoming calls/e-mails in a polite and courteous manner. Recommended products and services which best suit the customer’s wireless requirements. Assisted Provisioning Dept. with order processing. Provided account, billing, accounts receivable cash application and collections support. Troubleshot customer hardware, service issues and facilitated carrier support when necessary. Managed and resolved customer complaints in a timely effective manner.

Brampton, Ontario

Responsible for maintaining the Call Routing translations for the TDMA, GSM/EDGE, UMTS and 4G/LTE/IMS networks. I troubleshot, documented and interacted with customers to resolve call completion, voice quality and network issues in a timely manner. Used Tektronix tool to analyze SS7, SIP and Diameter messages for investigations. Proactively monitored and investigated core network node alerts, disturbances and QOS issues via KPIs. Involved in many major projects to review network designs, methodologies, processes, translations implementations and testing of wireless features/services, network nodes, capacity augmentations and systems migrations to new platforms for improving and optimizing networks with no customer impacts. Inputs were provided on MOPs to drive project efficiencies.

Toronto, Ontario

Responsible for Y2K code testing, compiling and documenting results for CIBC’s Commcash System. Interacted with System Developers and gave feedback to resolve software related issues. Executed Procomm Plus test scripts and documented test results leading to successful code conversions.

Toronto, Ontario

Responsible for supporting the software and networking hardware needs of company staff; in addition, uploading software updates to client’s server and providing them technical support.

Toronto, Ontario

Responsible for exchange data planning, switching network design, engineering new cellular intelligent services and supporting conceptual projects (eg. VOIP) to improve and optimize network throughput. Worked with Ericsson 211/212/HLR, Tandem HLR, Brite VRDS/DACC, Octel Systems, SS7 protocol and PCS/Digital technologies. I developed, optimized and maintained the number and routing analysis programs for the cellular network. This was accomplished using Ericsson 211/212/HLR AXE language. In addition, utilized IBM mainframe to execute JCL and COBOL programs for exchange data extracts.

Toronto, Ontario

Responsible for supporting the Cheque Clearing System for the Document Processing Systems Group. Used JCL, TSO/ISPF, Easytrieve Plus and RMDS to create statistical reports for cross-functional groups.

Toronto, Ontario

Responsible for supporting PC and mainframe users in the Consumer Loans Group. Installed PC hardware, software and performed network troubleshooting. Helped developed Inventory and Amortization Systems.

Toronto, Ontario

Responsible for supporting the ATM network in the Computer Operations and Maintenance organization. Monitored ATM network for faults and disturbances. Documented trouble logs and dispatched vendor services to sites for timely resolution.