Christopher Williams

My role as a Senior Network Engineer in an Integrated Product Team (IPT) within the Business Data product suite involves designing, provisioning and testing of business grade data (Ethernet) services for Optus customers via various delivery methods and technologies and the completion of customer service orders.

As the technical subject matter expert and point of escalation on technical matters within the IPT to support the team in resolving the day to day technical issues from design to Testing, Customer and Network Outages and Fault resolutions.

I am required to manage my workload as well as that of the team to ensure that the services are delivered on time as per KPI objectives.

Duties and Responsibilities Carried out:

• Using Netcraker based system called “HELIX ” to design PDH/SDH circuits from the customer site/comms room back into the Optus core network. Depending on the type of product sometimes the design is done end to end from customer site to customer site. Services designed usually use copper interface (10baseT, 100BaseT or 1000BaseT) and Fibre Interface (1000BaseLX).

• Using Netcraker based Helix to design MPLS circuits from the customer site/comms room into the Optus core Network usually Juniper and Cisco routers.. Services designed usually use copper interface (10baseT, 100BaseT or 1000BaseT) and Fibre Interface (1000BaseLX).

• Using Helix to design multli vlan trunk service on a PDH/SDH platform where a customer provided VLAN is passed thru the NTU at customer site into the Optus core network. This is also done for No NTU services where the customer doesn’t want an NTU installed onsite. Service comes off a HUB site and a fibre design is required to be done in Helix from the Hubsite equipment to the customer demarcation point.

• Using Helix to design multli vlan trunk service on a MPLS platform where customer provided VLAN is passed through from NTU at customer site into the Optus core Juniper or Cisco routers. This is also done for No NTU services where the customer doesn’t want an NTU installed onsite. Service comes off a HUB site and a fibre design is required to be done in Helix from the Hubsite equipment to the customer demarcation point.

• Using Netcracker based Helix system to design Evolve MPLS or Internet services and assigning LAN and WAN IP Addresses. Some occasions the LAN IPs are provided by the customer and design is done based on those IPs. Correct routing is also required to be used in Helix so that the correct scripts are generated as per customer requirements.

• Using Helix automation to design services on different platform (SDH or MPLS) and checking the design after completion to see if it is done as per customer requirements. If any errors or failures occur, then design is done manually. Provisioning scripts on the network elements are also checked to see if configuration will be done correctly.

• Resolving any Helix script errors either in the design or provisioning space. Once error is rectified and resolved the scripts are regenerated and checked and ready for the provisioning team to apply into the network elements.

• Auditing provisioning tasks completed by contractors. In this audit design, provisioning, testing and outage procedures are checked to see if it all complies with Optus regulations. Any shortfall in the process must be notified to the contractors.

• Provisioning, configuration and testing Data and Ethernet Products using:

• SDH services using Alcatel 1642, 1662 and 1660 series, Nortel Networks 4100,4150 and 4200 series, Fujitsu Multiplexers.

• Carrier Ethernet services using RAD NTUs, Huawei Switches S3328, S5300, CX600 X2 and X16 Hub and FAN Routers which are managed by Cloud based Autonomous Network Platform called iMaster NCE and Alcatel Carrier Ethernet 7210 and 7750 series using Nokia NFM platform.

• MPLS and Layer 2/3 and Evolve services using Cisco 3550, 3750 switches and Cisco 888, 6500 and 7600 series and Juniper MX320, MX480 and MX960 series Routers.

• DWDM services using Nokia PSS-32, PSS-64 Huawei OSN1800, OSN6800 and OSN8800, Alcatel 1692 and 1696MS and RIBBON.

Alarming of New Network Elements and existing network elements ports for high-speed services that is being installed in the Optus Network. This helps the Network Operations Centre (NOC) identify high speed service that has gone down.

Experience in installing NTUs (Huawei S3328, S5300 and Alcatel 1642EMC) at customer site and also at the Optus comms room for local service connections (copper and fibre interface). This includes configuring the NTU and adding it onto the network management platform. Completing all internal wiring at the customer site from the main distribution frame (MDF) to the customer comms room or the Telco demarcation point. If any issues are found in the internal cabling, then these are rectified immediately and installation completed.

Occasional trip to the exchanges with the field technicians to complete exchange cabling for both copper and fibre services. An upskilling exercise which helps us to visualise things when we are assisting contractors out on site.

Conducting Investigations and assisting field technicians who are unable to find termination points in the exchange, at the customer site or in Data Centres. Guidance is provided and technicians are walked through the cabling plan as per the design. If any faulty pairs are found in the copper termination block then new pairs are tested with the field tech and design updated accordingly. This is also done for fibre services on fibre terminating panel/unit.

Conduct RFC2544 Ethernet Testing for service validation. This includes assisting new field technicians on how to configure their network tester.

Provide coaching and support to Integrated Product Team (IPT) members and Act as Subject Matter Expert (SME) and point of escalation on technical matters within IPT and also to external vendors and contractors including the field team.

Contribute to IPT internal ongoing process improvements. This includes developing IPT work instructions and other technical or process documentation.

Conduct Network Rearrangement Outages with the field engineers and the Network Operations Centre (NOC) to optimize the network. This includes rearranging NTUs and Hub sites to free up HUB for decommission or free up fibre capacity.

Subject Matter Expert (SME) for All services delivered via international carriers overseas such as the South Pacific, NZ, USA, Singapore and all Southeast Asia including India. Conducting Tests with multiple carriers and taking the lead to head the test procedures. Involves troubleshooting with multiple overseas carriers for services that have gone down and working together with customers and different counterparts to find resolution.

Conduct investigation on Dead on Arrival services working closely with field engineers and liaising with all levels of staff within the customer organisation to ensure smooth resolution of the fault in a timely manner with the customer SLA (Service Level Agreement).

Maintain an up to date understanding of the workflows, procedures and support systems within a changing Network Provisioning environment.

Maintain an up to date understanding of the Optus network and its supported features, facilities and services, and also of the equipment deployed in the network and its configuration.

Comply with task due dates whilst maintaining a high quality of work output and coping with fluctuating order volumes.

Balance on time task performance with rework turnaround requirements.

Work closely with non-technical groups within Optus to ensure that provisioning documentation is clearly understood and accurate.

Manage competing priorities from the various Customer Facing Unit teams for the delivery of services.

Identify risks associated with delivery of services and develop a plan to manage risks.

Solve network or site specific technical problems and understand when escalation to Group Leader or other operation groups is required.

Take accountability for workload distribution within the team.

Able to identify process improvements and implement changes.

Assist in the development of provisioning models for new Optus products.

Act as Team Leader/Group Leader and authority to represent the group as directed by the Team Leader/Group Leader.

Capacity check in the Optus network to cater for design of new services. These checks are done using design tools such as ONPS and Netcraker based tool called HELIX. This check is done to make it easy for the designers to complete design knowing capacity is available for the customer service for end-to-end delivery.

Working with field staff in testing, support and troubleshooting of Optus Business services using various network management tools ensuring timely delivery of Business Data, IP, Internet and Evolve Products.

To provide a high-quality service to Optus’ customers and being able to identify and resolve problems with minimal guidance, escalating to management as required.

Conducting Fibre designs from the customer site usually the Main distribution Frame back to HUB site using Optus provisioning tools such as VMR and SpatiaWeb. This requires close communication and liaising with the fibre technicians in the field. Changes are done if fibre is used, faulty or unable to get to being in the same pit as power lines or in a busy street upon the request of the field technicians.

Design of leased line services using provisioning tool such as ONPS and Netcraker based system called Helix.

Completing design using Helix for customer services that have been terminated. Upon successful completion of design the provisioning is all removed from various network elements to free up capacity in the network.

Liaise with Third Party Carriers and their contractors to do remote testing of ULL (copper pairs) and fault resolution.

Remote testing of Extended Access tails with other Telco or Third Party Carriers such as Telstra, AMCOMM and UECOMM.

Conducting Outages and carry out necessary changes in the network to support service upgrades or service relocations using the appropriate network management tools. This includes working closing with Third party vendors and Other Carriers, Exchange staff, Datacentre staff and the End customer.

Providing technical support to the team in the activation of all Business Network Service products.

Assist in the development of provisioning models for new Optus products coming to the Business Network Service Activations group.

- Provisioning, configuration and testing Data and Ethernet Products using:

• SDH services using Alcatel 1642, 1662 and 1660 series, Nortel Networks 4100,4150 and 4200 series, Fujitsu Multiplexers.

• Carrier Ethernet services using Huawei Switches S3328, S5300, CX600 X2 and X16 Hub and FAN Routers which are managed by Cloud based Autonomous Network Platform called iMaster NCE and Alcatel Carrier Ethernet 7210 and 7750 series using Nokia NFM platform.

• MPLS and Layer 2/3 and Evolve services using Cisco 3550, 3750 switches and Cisco 888, 6500 and 7600 series and Juniper MX320, MX480 and MX960 series Routers.

• DWDM services using Nokia PSS-32, Huawei OSN1800, OSN6800 and OSN8800, Alcatel 1692 and 1696MS.

Alarming of New Network Elements and existing network elements ports for high-speed services that is being installed in the Optus Network. This helps the Network Operations Centre (NOC) identify high speed service that has gone down.

Provide coaching and support to Integrated Product Team (IPT) members and Act as Subject Matter Expert (SME) and point of escalation on technical matters within IPT.

Contribute to IPT internal ongoing process improvements. This includes developing IPT work instructions and other technical or process documentation.

Conduct Network Rearrangement Outages with the field engineers and the Network Operations Centre (NOC) to optimize the network. This includes rearranging NTUs and Hub sites to free up HUB for decommission or free up fibre capacity.

Conduct RFC2544 Ethernet Testing for service validation. This includes assisting new field technicians on how to configure their network tester.

Subject Matter Expert (SME) for All services delivered via international carriers overseas such as the South Pacific, NZ, USA, Singapore and all Southeast Asia including India. Conducting Tests with multiple carriers and taking the lead to head the test procedures. Involves troubleshooting with multiple overseas carriers for services that have gone down and working together with customers and different counterparts to find resolution.

Conduct investigation on Dead on Arrival services working closely with field engineers and liaising with all levels of staff within the customer organisation to ensure smooth resolution of the fault in a timely manner with the customer SLA (Service Level Agreement).

Installation, Configuration and turning up of DSLAM nodes in the Optus network. Working closely with field technicians onsite guiding them which card is to be installed in which slot of the DSLAM and also running them through the wiring of each ports on the card ensuring that the ports all turn up after it is completed. Loopbacks are applied at the demarcation point to make sure ports turn up. Alarming of each card and housing alarms are also configured and tested in the network.

Installation, Provisioning and commissioning of IAD24 NTUs for Voice Circuits. Guiding the field technician on the wiring/jumper plan of each port to the correct termination point on the block to make sure ports come up. Voice calls are then made t test these ports making sure its ready for use for the customer.

• Install and maintain point-to-point Lease Lines, Frame Relay Links & PVC connections. This involved installing NTU (RAD Alcatel and HDSL Modems) at customer sites in the customer comms room. These NTUs are also configured onsite. Internal building wiring from the MDF in the basement to the Comms room also part of installation. Any faults on cables or cable pairs are rectified and fixed and changed. Bit Error Rate Test also completed after successful installation.

• Installation, configuration and maintenance of Cisco Routers and switches. Some customers request the Telco complete everything from installing and configuring routers, switches and NTUs. Design a Network Plan that includes IPs and Subnets for all sites and this design is presented to the customer for approval.

• Design, Install, Implement, and maintain customer networks for special projects. This includes constant communication with the customer to get their requirements. If changes required, then design is changed to accommodate accordingly.

• Installation, Commissioning and Configuration of Data Nodes in exchanges such as Alcatel for PDH/SDH and leased line deliveries. Includes installation of multiple cards for different delivery types and installation of the power supply. These cards require backplane cabling from the cards to the frame blocks in the exchange that is punched in and labelled ready for service.

• Local Area Network cabling. Cabling done for a new site that is being built for a customer. Drawing plans are followed and site cabled out and wired accordingly. This included phone jacks and RJ45 wall connections. Regular maintenance was done upon request.

• Prepare monthly fault and installation reports and present to upper management.

• Investigate, evaluate and report on new Data equipment, Data systems and processes and standards in all exchanges.

• Programming and Installation of Analog circuits. These were used for rural areas where new infrastructure was not available.

• Installation of Antennas for Wireless services. Modems and multiplexers were configured accordingly depending on size of the antenna.

• Installation and maintenance of Programmable Digital Multiplexer in exchanges in remote rural areas.

• Testing of underground copper cables from the Customer MDF to the exchange. This is done for every copper service installed making sure that cables are good and will be stable to carry traffic. Faulty pairs were rectified and fixed.

• Install and maintain point-to-point Lease Lines, Frame Relay Links & PVC connections. This involved installing NTU (RAD Alcatel and HDSL Modems) at customer sites in the customer comms room. These NTUs are also configured onsite. Internal building wiring from the MDF in the basement to the Comms room also part of installation. Any faults on cables or cable pairs are rectified and fixed and changed. Bit Error Rate Test also completed after successful installation.

• Installation, configuration and maintenance of Cisco Routers and switches. Some customers request the Telco complete everything from installing and configuring routers, switches and NTUs. Design a Network Plan that includes IPs and Subnets for all sites and this design is presented to the customer for approval.

• Design, Install, Implement, and maintain customer networks for special projects. This includes constant communication with the customer to get their requirements. If changes required, then design is changed to accommodate accordingly.

• Installation, Commissioning and Configuration of Data Nodes in exchanges such as Alcatel for PDH/SDH and leased line deliveries. Includes installation of multiple cards for different\cabling from the cards to the frame blocks in the exchange that is punched in and labelled ready for service.

• Local Area Network cabling. Cabling done for a new site that is being built for a customer. Drawing plans are followed and site cabled out and wired accordingly. This included phone jacks and RJ45 wall connections. Regular maintenance was done upon request.

• Prepare monthly fault and installation reports and present to upper management.

• Investigate, evaluate and report on new Data equipment, Data systems and processes and standards in all exchanges.

• Programming and Installation of Analog circuits. These were used for rural areas where new infrastructure was not available.

• Installation of Antennas for Wireless services. Modems and multiplexers were configured accordingly depending on size of the antenna.

• Installation and maintenance of Programmable Digital Multiplexer in exchanges in remote rural areas.

• Testing of underground copper cables from the Customer MDF to the exchange. This is done for every copper service installed making sure that cables are good and will be stable to carry traffic. Faulty pairs were rectified and fixed.

• Installation and maintenance of 25/50/100 pair cables in the exchange. These cables are run from the Main Distribution Frame to the backplane of Alcatel 7470 Nodes and tested individually to ensure all ports on the different cards are wired and ready to carry traffic.