Robert Ng Email & Phone Number

Burlington, Ontario

Accountable for quality of experience (QoE) of residential and SMB Internet. Guided solutions to enhance service performance through process improvements, upgrades to frontline diagnostic dashboards, technician tools and modernizing endpoint management systems. Knowledgeable of Cloud-hosted intelligent network optimization platforms employing data analytics, heuristics and machine-learning. Customer-focused/first-time-right approach to resolving service impacting issues (Wi-Fi, EPON, VoIP) and with bench-marking performance of field trials in advance of new service launches.

Burlington, Ontario

Accountable for maintaining portfolio of on-premises subscriber Internet equipment including forward planning to on-board new technologies, POC trials, feature upgrades, EOL mitigation and vendor roadmap engagement. Responsible for testing and evaluation strategy governing equipment approval including RFP analysis, technical guidance and recommendations to business leadership. Engineered solutions to deliver on Product Development and Marketing initiatives for capturing new revenue streams in the residential and commercial Internet and Telephony markets (L2VPN/EoC business services, SOHO Wi-Fi, EPON FTTH). Led Engineering team to resolve customer impacting service issues through a combination of on-demand fault management and planned network maintenance and upgrade activities.

Burlington, Ontario

Built on-premises solutions to deliver High-Speed Internet and business VoIP including Static IP LAN, Hosted PBX and commercial multiline. Established equipment selection criteria to satisfy build requirements and evaluated candidate suppliers. Extensive projects in the broadband cable modem/eMTA technology solution space (DOCSIS/PacketCable/PCMM).

Toronto, Canada Area

Conducted IP Network performance and stability testing to optimize network for delivering toll-quality VoIP.

Toronto, Canada Area

Expanded Internet service area with implementation of additional IP Network points of presence. Documented design, facilities plan, as-built and Method of Procedure. Set-up and configured Cisco routers/switches/firewalls. Foundation in TCP/IP and routing protocols.

Toronto, Canada Area

Deployed successive generations of data over cable broadband platforms (including DOCSIS/CMTS). Defined operational benchmarks and provided on-call engineering support to Network Operations.

Toronto, Canada Area

Diagnosed and resolved Internet service outages in 24x7 Operations Centre.