Pete Spence Email & Phone Number

London, England, United Kingdom

Managed Services and Engineering Dispatch

Emea

Provide system level post-sales support for CIENA’s Customer base. testing, troubleshooting and remote technical support for CIENA products

Emea

Emea

Emea

Day to day dealing with customer trouble and BGP routing adjustments and service activation management for the EMEA region. Reporting to EMEA technical service manager for customer escalations.Maintaining ticket updates with customer until resolution.Troubleshooting customer faults by interrogating Level 3 network elements over SDH, IP and DWDM backbone and metro network management systems on a wide range of platforms including Ciena Core director, Ciena node manager, Ciena site manager. Infinera DNA, Huawei T2000 /U2000. Cisco, Alcatel 7750 and Juniper MX Gateway routers and switches.

London, United Kingdom

• Experience in Layer 1,2 and 3 Services and Technologies, including, but not limited to the following:• Excellent knowledge of COLT SDH / PDH DWDM and Modular MSP technologies and standards, diagnostics and troubleshooting – working on a variety of vendors including Infinera, ADVA ROADM, Lucent, Nortel, Cyan and Marconi.• Experience in supporting Juniper core network switches and routers• Good understanding of IP Fundamentals and various Protocols used within COLT, including OSPF, ISIS, EIGRP, RIP and BGP• Experience of UNIX based applications and trouble-shooting tools such as Telnet, FTP, TFTP, Traceroute and some scripting (Perl, Expect, shell).• Experience of one or more of the following Network Management and Support systems: Netcool, SMARTS, CiscoWorks, InfoVista, TACACS, Vendor Specific Element Managers.• Experience in working with global providers, NOC and Field operators for technical issues.• A logical approach to fault finding and troubleshooting• Ability to control and co-ordinate complex technical situations in a calm and professional manner• Good Customer Facing Skills, dealing with specialist requests regarding overall solutions and not limited to a single Technology.Colt Achievements:• Designed and delivered training guide for colleagues on the basic understanding of Indirect service which included LCR Auto-dialers and fault handling to improve 1st line customer experience.• Re-developed the DMS Switch banner to improve Colt NMC switch monitoring including migration to windows XP from Windows NT and resolved the compatibility issues. • Revised the step by step instructions for the Premium Network Service proactive monitoring wallboard, including wallboard layout and support group filters • Awarded for outstanding customer service by the Indirect Business Unit voted for by Sales directors, Account managers and colleagues

Provide NOC to NOC 1st, 2nd & 3rd level Network management to Tier 1 financial, Legal and capital market clients.