Richard Samuel Email & Phone Number

Trinidad And Tobago

• Identifies, troubleshoots and resolve network related and connectivity problems encountered by C&W B2B customers.• Open trouble tickets for various customers, answering incoming telephone calls, responding to network alarms/event and customer emails regarding network connectivity problems or queries with a predetermined time frame.• Effectively manage ticket queues to ensure high customer satisfaction.• Escalate network problems both internally and externally to the appropriate… Show more • Identifies, troubleshoots and resolve network related and connectivity problems encountered by C&W B2B customers.• Open trouble tickets for various customers, answering incoming telephone calls, responding to network alarms/event and customer emails regarding network connectivity problems or queries with a predetermined time frame.• Effectively manage ticket queues to ensure high customer satisfaction.• Escalate network problems both internally and externally to the appropriate level of support in compliance with set SLA’s• Provide technical assistance and maintain contact with customers during service impacting network events.• Participate in network maintenance to confirm service is restored after completion of maintenance.• Troubleshooting experience within OSI Layers 1-5.• Maintaining seamless communication with customers during network disruptions, ensuring timely technical support• Conducting thorough fault analysis, isolation, and resolution spanning switching, routing, optical, and diverse technologies• Addressing network-related challenges encountered by C&W B2B clients, adeptly troubleshooting switching, digital, and optical telecommunications equipment from Customer Premise Equipment (CPE) to Core Access Network gear• Resolving complexities within C&W's expansive networking infrastructure, covering all services, including MPLS across the Caribbean• Skilled in Cisco, Juniper, Alcatel, and GPON-based troubleshooting methodologies• Extensive experience troubleshooting managed services, encompassing Fortinet firewalls for security, Cloud Voice network, IAAS servers, Managed Networking DIA, METRO E, MPLS International and Caribbean circuits, Domain Hosting, and Managed WIFI/LAN & GPON.• Promptly opening trouble tickets, handling incoming calls, addressing network alarms/events, and responding to customer emails within defined timelines• Proficiency in ticketing platform management, including creation, escalations, and closure of tickets Show less

Trinidad And Tobago

• Responding to health monitors/alerts.• Performing initial troubleshooting of reported issues.• Providing incident & problem management.• Utilize internal ticket tracking systems to resolve tickets from internal and external requests.• Monitor all production networks, servers, applications and services and respond to alerts according to standard processes.• Track and manage incident tickets fully to ensure proper operational metrics are captured and maintained.•… Show more • Responding to health monitors/alerts.• Performing initial troubleshooting of reported issues.• Providing incident & problem management.• Utilize internal ticket tracking systems to resolve tickets from internal and external requests.• Monitor all production networks, servers, applications and services and respond to alerts according to standard processes.• Track and manage incident tickets fully to ensure proper operational metrics are captured and maintained.• Collaborate with various technology teams for issues resolution.• Communicate with IT stakeholders on the status of issues.• Respond to escalations from Customer Service (Tier 1 & 2) or Partner NOCs.• Create and maintain knowledge base articles, policies and procedures.• Fully document and communicate shift-turnover reports.• Staff the 24x7 Network Operations Center. Show less

Trinidad And Tobago, Port Of Spain

• Provide a pre and post implementation quality assurance manual testing support for AAA replacement / QPS implementation.• Participate in project strategy, grooming, and planning sessions (via videoconference).• Understand and interpret feature specifications and identify use cases not covered in the specifications.• Complete assigned test cases.• Write manual test cases for new features.• Log any issues or defects encountered while testing.• Ensure features are… Show more • Provide a pre and post implementation quality assurance manual testing support for AAA replacement / QPS implementation.• Participate in project strategy, grooming, and planning sessions (via videoconference).• Understand and interpret feature specifications and identify use cases not covered in the specifications.• Complete assigned test cases.• Write manual test cases for new features.• Log any issues or defects encountered while testing.• Ensure features are implemented according to specifications/requirements.• Write test plans based on specifications.• Provide daily reports on attempted/completed cases.• Collaborate with QA, Engineering, and Product Management teams to ensure the quality of deliverables.• Review billing exceptions generate.• Identify the cause of the billing exception.• Perform the necessary steps to resolve the billing exception.• Suggest possible solutions to eliminate the billing exception. Show less

Trinidad And Tobago, Port Of Spain

• Email System Maintenance.• Active Directory Maintenance.• Assist in ongoing projects “Audio Visual Installation”.• Assist in network cabling works.• Configure and setup machines with relevant software.• Understudying server installation and configuration.• Provide standard Helpdesk support.• Assist with the expansion of the WAN and Network Services to three HDC site Offices (Duncan, Chafford and Cocorite).

Trinidad And Tobago, St Augustine

• Provides Tier 1 support to students, faculty, and staff. Relays questions to Tier 2 support when necessary.• Ensures that all equipment is treated with proper care and is not removed without proper authorization.• Logs equipment damage and malfunctions with management.• Records required statistical information for reporting purposes.• Provides assistance and support for printers, computers, and other equipment.• Performs other related duties as assigned.

Saint Vincent And The Grenadines, Kingstown

• Respond to user requests for service, troubleshoot problems and help develop solutions.• Support PC hardware components, desktop operating system software, and application software.• Perform minor repairs to equipment and arrange for other servicing needs.• Monitor antivirus software and updates and repair computers infected with spyware, adware and/or viruses.• Provide backup technical support for network including router, firewall, and wireless access point.• Maintains… Show more • Respond to user requests for service, troubleshoot problems and help develop solutions.• Support PC hardware components, desktop operating system software, and application software.• Perform minor repairs to equipment and arrange for other servicing needs.• Monitor antivirus software and updates and repair computers infected with spyware, adware and/or viruses.• Provide backup technical support for network including router, firewall, and wireless access point.• Maintains open communication and positive working relationship with staff.• Perform other duties/projects as assigned. Show less