DANIEL DMELLO

Assurance nbn co (Priority Assist & Medically Vulnerable Customers)

• Managing escalations from key stakeholders within and outside nbn, consistently and exceeding the key operational metrics.
• End to end case management for critical incidents/SLT cases.
• Providing real time support on escalations to other team members
• Training new staff within nbn travelled to Sydney to train new hires in nbn Priority Assist (was chosen by the Managers)
• Managing nbn local assurance critical mailbox ( Complaints like: TIO, CEO, GM, EGM, Media).
• Training Priority Assist team in different Remediation scenarios, validating remediation and driving focus to engage resolver groups like CRG, NOC to improve RFT.
• Participated in team meetings to discuss project progress updates.
• Taking part in daily team huddle, highlighting process gaps and suggesting measures and solutions
• Participated in BCP trainings to ensure smooth delivery for SAOC operations.
• Identifying best practise & establishing process by engaging stakeholders to drive efficient in managing remediation callouts in the interest of CX – curtailing downtime.
• Provide SME assistance with documentation of process and T&D outcomes.
• Migrating single/ Multiple service across DSLAM after identifying services which are performing poorly.
• Updating system records in PNI & SRI after migrating service.
• Attending technician calls, testing the service on TND, analyzing performance and speed thresholds are met before off siting the technician.
• Handling complex remediation queries and calls from technicians and colleagues.
• Troubleshooting configuration related issued in FLS/HFS, AMS and SAM, as part of assurance incident, service configuration on Port for FTTX services, OLT/DSLAM changes, port swap on the day with field technicians.
• Helping team members with LQD interpretation and identifying impairment on copper line and suggesting actions to eliminate impairments.
• Identifying network shortfall, complex service misalignment scenarios on HFC, FTTX, FTTP and escalating to the relevant team to fix the configuration.
• Engaging nbn Internal workforce on repeat faults/truck rolls to identify faults and restore service as per nbn standards and monitoring services to ensure no repeat fault is raised.
• Perform remote T&D testing to identify opportunities to remotely resolve (average 35% remote resolution is achieved, with downtime for CX curtailed and Truck rolls avoided)

Telstra ( Field Delivery & Held Order)

• Perform a coaching and mentoring role to assist in the development of the team.
• Carry out quality audits on TOW across a full range of functions to ensure operations and solutions are commercially and technically proficient.
• Provide a network design document.
• Collect data from client’s team.
• Allocate jobs within the team based on the priority
• Liaise with Onshore team to action TIO/CEO related queries
• Create detail design for outside plant and send to build team
• Update/ Reserve physical inventory in system
• Communicate with field teams for any additional data / clarification required
• Assist build team while construction
• Understand design aspects for copper rollout
• Check existing plant details in GDD and verify the information in TOMS, NPAMS, RAPID Validate survey reports and site design received from Field team.
• Evaluated existing processes and systems used within the organization and recommended changes as necessary.
• Create drawing in Autodesk, GDD etc.
• Create Bill of Material and cost estimation
• Initiate work orders for material and implementation through CONSOL
• Hands on tools – GDD, TOMS, RAPID, CONSOL, NPAMS, SIMPLAN, Microsoft office.
• Monitor the I.S Mailbox for Escalation Request & Job Approvals.

• Responsible for setting up, installing and upgrading new network systems, servers, computers and equipment and arranging hardware repairs quickly in the event of hardware failure.
• Analyze, troubleshoot and report on network performance issues and manage network device availability and network security standards compliance.
• Designing, implementing, configuring, monitoring network nodes
• Setting up lab for teaching network, security, cloud security, Network penetration testing.
• Manage security in the workplace i.e., firewalls, encrypted channels, antivirus tools and user specific security policies.
• Maintaining inventory of all IT assets internally and externally, preparing and maintaining network inventory procedures and documentation.
• Setting up wireless access points and wireless routers and conduct network penetration testing
• Spear headed installation of HCL Smart interactive boards in school and colleges and conducting training of the teaching staff.
• Liaise with vendors, professional third - party services and ISPs or carriers to address network - related issues and vendor management (IT Procurement).
• Troubleshoot end user applications like, MS office, Adobe, Mozilla, Google Apps and handling issues related to Microsoft Office – 2003, 2007, 2010, 2013 and 2016

• Zest to provide FCR on every call
• Achieve customer satisfaction on every call
• Proactive approach while handling customer complaints suggest a solution based on Voice of customer
• Ensure productivity Targets are met
• Adhering to schedules
• Identifying network congestion and escalating to ROI 2nd line for further analysis and troubleshooting
• Preforming technician troubleshooting with customer's calling the contact centre with problems related to their WIFI data card helping customers installing the data modem software and troubleshoot software issues
• Managing inbound call queries for the process and maintaining SLA within permissible limit.

• Part of Acrobat Professional software support.
• Displayed strong telephone etiquette, effectively handling difficult calls.
• Remotely troubleshoot hardware issues for HP customers.
• Helping installation query and remotely troubleshooting bugs for Adobe software.
• Identified needs of customers promptly and efficiently.
• Sharing Know how of Adobe software with End Users.
• Helping customer install adobe software on their computers
• Upselling HP laptops and desktops after performing troubleshooting.
• Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.

• Assisting service providers with the health insurance plan.
• Ensuring the payment is released as per patients plan once insurance is cleared.
• Answered customer inquiries regarding products, services, and store policies.
• Handled phone calls from service providers requesting information about services offered by the insurance provider.
• Answered inbound calls to facilitate customer service.
• Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.