Oshane Thomas Email & Phone Number

Kingston

• Supervisor of the team responsible for Digicel’s postpaid billing services.- Hold regular meetings to coordinate team’s responsibilities and engage in team building sessions.- Drive team’s training and development through training manual creation and regular knowledge transfer sessions.- Held regular meetings with application vendor (Optiva) to discuss outages, SLA and maintenance releases for system bugs.- Analysis and evaluate engineers’ performances bi-annually.• Align with commercial and customer care teams to implement new promotions, services and improve customer experience.- Working with customer care team to resolve bugs and/or provide timely work around hence reducing the call volume into the call centre.- Working with commercial teams to design and implement new services and promotions. Some of these projects include billing system upgrades, local number portability and machine-to-machine services implementations.• Ensure that customers have quality and reliable service by tracking key KPIs and making improvements.- This improved customers’ experience and identified revenue leakages.• Lead the BSS preparation and implementation for 4G/LTE network upgrade.- Consulted with vendors and billing administration to ensure all billing configurations were in place.- No major postpaid billing or service impact reported from the upgrade.• Lead the upgrade for data billing module (NGRC) of existing BSS platform.- Coordinated all the activities and subject matter experts to include vendor, billing, network and testing teams to ensure successful upgrade.- Project was regarded as the most successful BSS upgrade to date.

Jamaica

• Coordinate and implement the migration of customer care dependent applications.• Work with team to manage and resolve system outages, operation improvements and automations.• Technical support engineer responsible for VAS (value added services) applications.- Work to resolve application incidents by engaging vendors and other internal teams while communicating progress to the business.- Complete periodic health checks and monitoring of applications.

Jamaica

• Technical support engineer responsible for postpaid billing applications.- Work to resolve application incidents by engaging vendors and other internal teams while communicating progress to the business.- Support application vendor with troubleshooting incidents and perform system upgrades.- Complete periodic health checks and monitoring of applications using Nagios, SNMP, Splunk and custom monitoring tools.• Provide customers with quality and reliable service across multiple markets.- Manages helpdesk tickets to resolve customer queries and issues.- Analysis system's data for anomalies and worked with various teams (internal and external) to take necessary corrective actions.• Participated in the change management meetings as well as worked with other teams to implement changes.- Team’s technical lead for various projects and upgrades such as local number portability and Jamaica’s 4G/LTE upgrade.

Jamaica

Implement and maintain critical aspects of the website.Implemented the theme design.Help develop Blackberry application.