Karl Rashwan

• Addressed and resolved technical, financial and operational concerns by working with other assurance teams including field teams to improve sla's and drive root cause
• Directed at countless simultaneous projects to boost business opportunities
• Which included reducing numerous Field for the same fault and/Or reduced field visits
• Evaluated and provided use cases for pilot of tableau, SPLUNK, and other big data software
• Led projects and analysed data to identify opportunities for improvement to improve first in fix, to reduce field visits for the same fault, which improved first in fix rates
• Developed you tube video for end users to prevent incoming work to technical workforce
• Identified system needs and designed processes to support business requirements
• Developed you tube video for end users to prevent incoming work to technical workforce
• Coordinated cross-project activities, LEAN, Dev Ops using human centric design
• Change, risk and resource management, governance and quality
• Delivering complex, cross functional initiatives with speed by ensuring teams adopt relevant methods and tools based on new ways of working
• Providing leadership and mentoring to Technical Specialists within the team
• Formulated and monitored inter-connected projects, working on the business with field or their sub contractors and other assurance teams to streamline E2E process.

• Real time alarm surveillance of national broadcasters, such as channel 7, Channel 9 channel 10, FOXTEL, SBS, ABC & SKY NEWS & RACING
• Restore customer faults remotely or via field teams or third party sub-contractors to restore network events
• Managed team of 24 employees 24/7 network surveillance, overseeing hiring, training, and professional growth of employees
• Overall responsibility of two teams of technical specialists in the Digital Video Operations Centre and the Media & Digital team to ensure the successful production of live events
• Working closely with Field & production teams to ensure feeds are working before the event
• Oversaw technical staff in real-time testing and alarm monitoring of video streams from the FOXTEL, AFL, NRL & Netball mobile apps, application servers that deliver content for the online streaming, Video on Demand and web services for the AFL and the NRL websites as well as the individual club web sites
• Overall responsibility of the Live Events monitoring hub where staff pro-actively monitor and mimic the user experience online and mobile every minute to ensure all live events are streaming without impact to our customers
• Provided incident leadership and direction to the technical teams and field personal for all live events across in order to drive timely restoration activities by any means possible
• Managed team of 24 employees 24/7 network surveillance, overseeing hiring, training, and professional growth of employees.

• Led a level 2 assurance team - Access Products (CMUX, RlM, RCM's, DCS2O's & FTTP)Team Manager COP Access Products (CMUX, RlM, RCM's, DCS2O's & FTTP, ATM, SHIP2SHORE, Satellite ( iridium ) restored network and customer faults in house, more by sending it to the fields and working with field or sub-contractors to make shore the faults has been restored and the alarm cleared
• Implement process improvements and work practice initiatives by examining and documenting current work habits and recommending new procedures
• Managed E000 and emergency services switching assurance faults
• Comprehend and embrace new technology by communicating information with peers and colleagues to ease facilitation of a proposed roll out
• Managed the Service and interworking Escalation team, working on complex customer faults, team was established after the COT cases
• Actively promote Telstra corporate values through example and coaching activities
• Health and safety lead, first aid officer & firewarden
• Managed team training and personal development goals through one on one and team building exercises.

• Led a level 2 assurance team - Access Products )Team Manager Switching Products (S12,AXE , ATM, SHIP2SHORE, Satellite ( iridium ) restored network and customer faults in house, more by sending faults to the field personal and working with field or sub-contractors to make sure the faults has been restored and the alarm cleared
• Create and promote a corporate environment driven by a sense of urgency to rectify and minimise consumer faults and complaints in a timely and professional manner
• To act as an effective conduit between team members and management by ensuring information, strategies and direction are communicated
• Obstacles that hinder effective work practices are equally communicated and given priority in order to facilitate a healthy working environment both at local and corporate levels
• Actively encourage local work practices & queue management practices continue to be revisited in the endeavour to ensure continuous improvement and best practice
• Encourage multi-skilling of all team members by providing the required training and coaching in order to maintain acceptable service levels in the absence of a team member(s)
• Ensure principle standards are met e.g., EEO, Health & Safety and Privacy
• Reduce workforce by 28% whilst maintaining network integrity and meeting customer demands and seamlessly transitioning through the change.

• Responsible for leading a team of consultants to process the activation of customer installation and work with field teams to activate the customer remotely
• Cable and Foxtel consultant
• Responsible for despatching field workforce to customer installation.

Leading a large team of Technology leads, Technical Experts & Specialist ON-Shore & OFF- shore accountable for the management and resolution of Customer & Network Events

• Working closely with field teams to meet wholesale & retail wideband SLA's
• Drive innovative initiatives & digitalization self-care programs of work to enable Wideband Wholesale technical teams remediate issues themselves, via self care tools in the transmission space such as Magpie
• Created a culture to that fosters innovation, trialled field staff and sub-contactor's smart goggles and other tools to Field teams to help ensure SLA'S ARE met
• Develop and provide requirements for Network, Products, Projects and Network capabilities, ensure financial requirements are met with FTE vs SIO's
• Establish a Network Operations Centre staff induction and competency framework providing an environment where staff training and development occurs consistent with that framework
• Drive continuous improvement culture across groups utilizing industry best practice process engineering techniques, methodologies and tools
• Identify and implement improvement initiatives to improve customer experience and operations efficiencies & effectiveness meeting customer SLA'S
• Provide leadership of the planning and acceptance of new technology and products introduced into the Telstra Network in Dev Ops forums, ensuring that all Service Levels are supported, maintained, and achieved
• Drive innovative initiatives to advance a proactive and predictive operating model
• Establish a Network Operations Centre staff induction and competency framework providing an environment where training and development occurs consistent with that framework
• Identified and provided documentation and guidance for process improvements, which would reduce business impacts and improve the success rate in finding root cause.