Panan Trairattanasirikul Email & Phone Number

Joining the team in the area of IT Systems and Application Engineer. Main responsibilities include all the engineering aspects of IT systems and application supporting IPSTAR business as well as internal users groups located in both headquarter in Sydney and branch offices.Key Responsibilities:- Managing the operation of the IT systems infrastructure and application – to ensure high level of availability, performance and SLAs- Working collaboratively, sharing the systems ownership and workload including engineering on-call rosters, handling escalation from NOC with other systems engineers in the team- Design, development and deployment of the core IT systems and applications for supporting the back office operation, the growth of company’s commercial services and any future business requirements- Working onsite from time to time as required at the various locations of IT system infrastructureDetails of job responsibilities:- IT Systems Infrastructure Operation & Maintenance- Fault monitoring, event handling and incident resolution (Level 3)- Performing/coordinating maintenance activities- Engineering on-call support of IT systems- System Engineering and Administration- System and service configuration administration- System performance optimization- Managing program, change and release- Contact point for HQ and vendors- Software Application Development and Deployment- Requirements analysis, design, development, testing, implementation and maintenance of application solutions- Producing Solution Design documents detailing solutions to meet requirements- Liaise with MIS team in HQ to deploy the company’s corporate software and application solutions in IPA local environment

===JCurve Solutions Pty Ltd (previously Stratatel Limited)===Main Responsibilities / Duties are:- Maintain an Average Support Case Age of less than 192 hours (8 days)- Ensure Salesforce cases, contacts and accounts are created, updated and maintained in line with Stratatel processes and protocols- Ensure 95% of support case response time based on priority is met- Ensure 95% of Daily Statistics are completed by 9am daily (when rostered)- Ensure 95% of Customer emails are logged within 30 minutes of arriving (when rostered)- Close a minimum of 80% of Sales Orders assigned to you within 8 weeks- Ensure 95% of Sales Order Kick-offs are completed within 2 days of notification- Ensure you take a fair share of ownership of support cases- Less than 1% of support cases are repeat offenders- Ensure all appropriate cases are escalated in a timely manner 100% of the time- Ensure client queries are responded to immediately, communication contains accuracy in details and; issues are resolved in a timely manner- Attend at least 80% of all organised training sessions and familiarise self with associated documentation===Phoneware Communication Systems Pty Ltd===To provide timely and effective technical assistance to customers and the Sales Support Group in the delivery of installation and maintenance services for Phoneware-sold productsMain Responsibilities/Duties are:1. Assist in the design and definition of new projects and/or upgrades2. Co-ordinate all technical and project aspects of system installations, integration and upgrades, including integration with third party products and equipment eg PABX’s3. Provide technical, operational and systems administration training for customers and staff as required4. Monitor and make recommendations for sparing levels and usage within the location5. Assist with pre-sales support

1. Developing a pro-active customer service practice in conjunction with an engineer from the head office.2. Using established service level agreements, head office protocols, and sophisticated early warning systems to first and foremost pre-empt issues before the customer experiences difficulties such as an outage or signal lag: HP Openview (including OVPI, NNM).3. Integrating the technical aspects of new customers into the IPSTAR infrastructure within the agreed time frame.4. Apply pre-defined project management and critical path procedures to deal with a host of variations that will arise as a consequence of differing technologies, systems and protocols.5. Acting as a single point of contact to facilitate the rectification of all issues raised by customers.6. Having an in depth understanding of IPSTAR’s capabilities and a sufficient understanding of each customer’s requirement to provide the superior standard of service.7. Responding to a customer service requirement by being on call 24 hours, 7 days a week basis in rotation with the second Operations Support Engineer.8. Maintain, Create, and, Delivery detailed documentation in the form of installation and procedure manuals, network diagram.9. Familiarise with a customer’s operational environment as well as to develop an expert degree of knowledge so as to satisfy customer requirements.10. Support the company’s sales effort by providing pre-sales support.11. Provide authoritative technical input into a written or oral presentation prepared by the business development executives and thereby contribute to the winning of the client.12. Responsible for the operation of the IPSTAR satellite broadband Gateway in Broken Hill and Kalgoorlie. This includes Satellite, RF Equipment and its Control System, and Network and Headend Equipment with interfaces to Terrestrial Networks (Equipment used includes Cisco 4503 Routers and Catalyst 3550 / 2950 switches).