Willac Lim Email & Phone Number

Kuala Lumpur, Federal Territory Of Kuala Lumpur, Malaysia

Selangor, Malaysia

Mobile, Enterprise & HOME Network Incident Manager Lead • Manage major incidents for Mobile, Enterprise & HOME Network incidents• Perform quick services impact assessment and broadcast to stakeholders within 30 minutes• Produce and present Root Cause Analysis Report with strategic solutions to higher management and C level executives• Update incident status with management & stakeholders, including leading meetings and war room initiatives with stakeholders and management to update “Red Coded” incidents• Revamp major incident criteria based on customers’ experience to improve customers’ satisfaction• Lead department’s KPI, CAPEX, OPEX, staff training programs, operational matters, and digitalized/automation projects

Selangor, Malaysia

Selangor, Malaysia

• Managed enterprise fault and major incident to ensure quick resolution for major outages• Proactively manage notification of Enterprise Outages to stakeholders and customers • Identified incidents that needed special attention or escalation• Escalated misdirected incidents that had not been handled in a timely manner• Managed communication with stakeholders to ensure satisfactory execution of action plans to ensure zero repetitive faults • Led conference calls/war room efforts between network operation team to tackle prolonged and long tail incidents • Produced RCA Report within 48 hours of enterprise outage restoration

Selangor, Malaysia

• Managed the operations & maintenance of the Network equipment for FTTH (Triple Play) Services platform• Lead project manager for Astro/Maxis IPTV Project - Service Assurance • Ensured compliance of Network/Service Monitoring/ Fault Restoration to the SLA• Led Service Operation Center digital initiatives • Responsible for resolving technical complaints (2nd level support)• Proactive monitoring of the network and system to ensure compliance with specifications• Responsible for FTTH (Fiber To The Home) vendor management (Technical Helpdesk & Technician) • Liaising with Telekom Malaysia and Astro for service management and deep dive analysis of customer complaints and fault rate• Successfully lowering customers’ complaints by 35% which resulted in cost saving of RM2.2M annually, through reduced cases that require truck roll.

Selangor, Malaysia

• Responsible for ensuring the stability of the GPON Network• Provided end to end Fault Management, Fault Escalation, Crisis Management, Special Event Management and First Level alarm monitoring and troubleshooting• Deep knowledge of remote monitoring and troubleshooting of Huawei core, datacom and optical equipment• Handled customer complaints related to technical issues escalated from Technical Helpdesk• Provided troubleshooting direction to field operation staff• Experienced in the following Huawei equipment - RM9000, U2000, I2000, S2300, S5300 and S9300, CX600, NE40E, MA5612, MA8245, SmartAX MA5600T and Firewall / SIG - Eudemon 8160E• Provided performance reporting on alarms/events • Implemented and integrated Huawei services in Network Management System

Selangor, Malaysia

• Responsible for Prepaid/VAS and Packet switch (IP), as well as being in charge of GSM/WCDMA systems services • Carry out shift duties for 24*7 service/network surveillance to ensure service availability/quality in Network Operation Centre (NOC) • Real time problem analysis, performance and service management in order to ensure fast recovery of any network/service outage • Responsible for ensuring that switching, connection, and services are in operative and working state; also in charge of system and alarm monitoring • Handle and investigate customer complaints such as EDGE, WAP, WCDMA, HSDPA, VAS, MNP, content-based charging, prepaid and postpaid services • Experience troubleshooting SGSN, GGSN, IP Core MPLS devices, ISP Network, BTS Ericsson/Siemens and Node B Huawei

Melaka, Malaysia

• Created and maintained web development for the company• Provided computer related hardware/software maintenance and support to employees throughout the company. • Performed wide range of computer repairs, maintenance, and upgrades, as well as installing and configuring operating systems, software, and hardware• Responsible of maintenance and administration of the company’s network systemsImplemented and maintained databases, analyzed data and delivered reports

Bachelor Bachelor;, Information Technology Networking, With Distinction

Collaboration

Bachelor'S Degree, Computer Systems Networking And Telecommunications, Bachelor Degree With Distinction

Diploma, Information Technology

Spm (“O” Levels)