Prateek Singh
Melbourne,VIC
Summary
Dedicated Telecommunications professional with five-plus years of experience in network design, network administration, incident management, fault resolution, and business service delivery. Extensive experience and in-depth knowledge of network troubleshooting, customer data management, and analysis. Communicative and approachable accompanied by outstanding technical knowledge and excellent interpersonal skills, will serve internal and external customers with passion and the highest standards.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Case Manager
NBNCO
07.2020 - Current
- Analysed installation orders and gathered necessary information from TC4, TC2, TC1, and eSLA Business Product Customers.
- Saved truck rolls over 2 months period, which relates to cost savings of $15000 to business.
- Speed to competency: up to 100% efficiency within 3 weeks and managing 100% work volume as allocated.
- Used Comptel to remotely activate HFC and FTTC network termination devices and managed to reduce technician visits.
- Created ticket of work in Service Now and liaised with contractors for technical support.
- Liaised with service providers (RSP), service delivery partners (SDP), and end-user customers on daily basis.
- Case-managed orders from end to end and handled TIO and RSP escalations.
- Worked with Remediation technicians, gathered all necessary information on networks shortfall, and liaised with delivery partners to fulfill requests.
Subject Matter Expert
NBNCO
02.2020 - 06.2020
- Conducted Root Cause analysis in deficient areas to identify and resolve central issues which resulted in 16% improvement over 4 weeks’ time.
- Proactively monitored network outages by running hourly reports and liaising with relevant stakeholders for any influx in service restoration incidents.
- Worked with COVID-19 task force team between April 2020 to June 2020, to ensure successful completion of restoration jobs during countrywide COVID-19 lockdown phases.
- Troubleshot complex escalations, managed escalations inbox and rejections related to performance issues in networks.
- Analysed data and run reports using Tableau and MS Excel.
- Generated daily Jeopardy reports making sure quality of work is maintained throughout team.
Acting Service Assurance Lead
NBNCO
01.2020 - 01.2020
- Ran daily huddles for improving standards at work.
- Liaised with delivery partners, Managed Service Providers, and customers for 24 x 7 monitoring of Bushfire Evacuation Centre NBNCo Satellite services.
- Led zero-based design project and helped change management team to implement changes to improve efficiency.
Network Engineer
NBNCO
06.2017 - 12.2019
- Ensured compliance with rules, guidelines, SLA, and procedures in provision of telecommunications systems.
- Layer 1 and layer 2 troubleshooting.
- Liaised with technicians and access seekers regarding issues with NBN network.
- Troubleshooting and resolving issues for technicians, service providers, and end users.
- Performed NTD swaps where required and assured full functionality of network.
- Monitored intermittent faults, triggered revisits, and closed faults to ensure optimal network performance
- Improved network performance by 10% through proactive maintenance and timely fault resolution.
- Used Remedy to lodge incidents, maintain records, and create Network Incidents.
- Managed routine maintenance activities such as network at risk, field tickets, change request creation, and field work order creation in Maximo and Service Now.
Education
Master of Engineering - Digital Systems & Telecommunications
Australian National University
Canberra, ACT07.2015
Skills
HFC Access Networks
ITIL Methodology
HFC Network Troubleshooting
Incident management
Tableau reporting
Escalations Management
Data analysis and management
SME Support
Certification
ITIL 4 Foundation Certificate - Axelos, 2021
Timeline
Case Manager
NBNCO
07.2020 - Current
Subject Matter Expert
NBNCO
02.2020 - 06.2020
Acting Service Assurance Lead
NBNCO
01.2020 - 01.2020
Network Engineer
NBNCO
06.2017 - 12.2019
Master of Engineering - Digital Systems & Telecommunications
Australian National University
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