Shaun Aziz

• Provide complete end-to-end engineering and installation of route-based IP network solutions.
• Collaborate with vendors to select and install SD-WAN solution to optimize network performance and uptime.
• Troubleshot layer 3 complex multi-vendor network service provider issues.
• Recommend options for SDWAN solution (Cisco Meraki and Fortinet).
• Provided detailed network diagrams, process flow charts and procedural guidelines.

Responsibilities:

• Interpreted customer business needs and translate it into a successful resolution of faults
• Investigated and action complex incidents and escalated issues related to all levels of the OSI model
• Assisted in incident triage with customer, consultants and specialists to attain the highest possible level of customer satisfaction and fault restoration
• Followed established processes to meet these requirements in a professional, expert and responsive manner
• Responded to customer inquiries within expected time-frames and SLAs
• Managed customer and internal relationships, negotiating across the organisation, where required, to resolve customer issues
• Escalated where resolution cannot be achieved within an effective and timely manner

Responsibilities:

• Assisted field technicians with onsite troubleshooting (BERT, iPerf) and channel partners (BT - SDH Loop testing etc.) with cooperative testing
• Provided network support and performed troubleshooting to resolve various WAN/LAN connectivity issues
• Fault investigation included configuring/modifying DSLAM ports (Cisco, Hatteras), ATM path on BPX 8620, layer 2 on Alcatel Lucent, sub-interfaces related to individual tails on BRAS and managed services such as Cisco, One access, Copper jet (but not limited to)
• Acted as level 1 and 2 point of escalation for Top 30 and priority wholesale customers
• Liaised with IP, Voice, Transmission NOCs and Tier 2 Engineering team to isolate and rule out faults within different segments of the network

Responsibilities:

• Provided excellent customer service through communication and interpersonal skills
• Handled assurance related queries from wholesale and AAPT business clients as part of the level 1 faults management team
• Collected technical information to log incidents on a variety of products such as Broadband DSL, Mid-Band Ethernet, VPN, Leased Lines, VOIP, PSTN and ISDN
• Monitored alarms on network management system (SNMPc) in areas of bandwidth, keepalives, latencies and CPE utilization

PSTN Testing, CAN - Customer Access Network, Voice Solutions

Responsibilities:

• Broke down and evaluated user problems using test scripts, personal expertise and probing questions
• Operated with high integrity, built trust, and earned sustained credibility with internal and external clientele
• Explained technical information in clear terms to non-technical individuals to promote better understanding
• Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks
• Documented all transactions and support interactions in system for future reference and addition to knowledge base