Conor de Rooy

Professional Resume ****

acskky@r.postjobfree.com

Ph. 043*******

Employment History

British Telecom (Radianz Financial Extranet) 2008-2015

Trainer / Co-ordinator BT Radianz Sydney to Kuala Lumpur Transition Program 2015

IP Support Supervisor 2010 - 2015

IP Network Engineer 2008 – 2010

BT Radianz Sydney to Kuala Lumpur Transition Program

Created and published a series (13) of interactive training presentations on the Prezi platform for technical training purposes specific to the BT GSC covering all topics including 3rd Party co-op testing, CPE configuration, BGP and MPLS theory, QoS, and End to End connectivity testing across Cisco and Juniper platforms

Conducted formal training for 30 new team members over a 4 week schedule

Co-ordinated ongoing training and mentoring of the new team members during a 1 month dual running period with the Sydney GSC

Co-ordinated and conducted ongoing training and mentoring of the KL GSC from the KL GSC live cutover date for 3 months

The development and Training of lead engineers within the KL team to enable further future training of new staff

Facilitated fortnightly meetings between Radianz customers and the incoming KL GSC Supervisors to highlight any issues associated with the transition

Attended transition calls with Senior Management during the transition

Technical escalation point during the first 3 months of KL GSC going live

IP Support Supervisor

Being the 1st and 2nd Level escalation point within the GSC for external customers and internal BT staff

Managing a team of 10 IP engineers and analyst, including rostering, performance management reviews and the setting of personal objectives and KPIs

Interviewing and processing prospective employees as part of the recruitment process

Attending GSC management meetings and customer service meetings on a weekly basis

Ongoing development and evolution of GSC policy and procedures

Creating review documents on request from the customer or BT internal staff

Post incident investigation and analysis and formal customer facing document preparation

Facilitating regular third party supplier meetings with GSC management to discuss service issues and improvement

Ensuring the daily workload is distributed amongst the team

Taking ownership of ongoing chronic issues and escalated tickets and progressing the cases until resolved

Oncall duties weekends and evenings

Work within ITIL best practices and adherence and reviews for ISO27001

IP Network Engineer

Being a 2nd / 3rd Level Technical Escalation Point within the GSC for both networks including the ownership of chronic faults

Working on an end to end MPLS WAN network and troubleshooting BGP, MPLS routing and switching issues

Troubleshooting complex QoS / Bandwidth Allocation Issues

Facilitating end to end FIX connectivity issues with multiple stakeholders

Facilitating and coordinating Legacy to MPLS migrations and installations, including config preparation, field engineer co-ordination and post installation testing

Performing Configuration Changes, Upgrades and Config Installation on the Legacy and MPLS networks comprising of Cisco equipment; Cisco CE routers C2960, Core/ Distribution Routers ASR1000, C7600 series and Cisco Access Switches C3650,C3750, and aggregation / distribution switches C4500, C6500.

Planning, facilitating and coordinating testing with 3rd party Telcos and the GSC over Serial Links, MetroEthernet access circuits

Mentoring Junior Staff and new arrivals to the team

Creating and Presenting technical training documents within the GSC

Pro-actively Monitoring and Surveillance of the Global Legacy and MPLS network

Providing superior customer service to large financial customers such as Thomson Reuters, Barclays, Citigroup HSBC and Deutsch Bank as well as BT internal customers

Network Monitoring and Analysis using Network Management Systems SMARTS, Netcool, Visual Uptime

Interoute Czech Republic

NOC Shift Manager

2006-2007

Ensured events are managed and Tech Support are engaged during any event of any nature

Ensured workload is distributed and prioritised according to the needs of the business

Ensured appropriate response from 3rd party and technical support groups

First / Second level of diagnostic and break fix on all customer LAN / WAN issues and network events (IP), including BGP, OSPF, DSL/ATM and IS-IS protocols

Working on a range of Cisco HW from C887 – C7200 routers and C3650 – C6500 switches

Co-ordinated field operatives across the Pan European network

Generated major incidence reports for all faults where necessary

Supported planned network intervention and routine maintenance performed by the Field Organisation

Managed a team of shift engineers across 2 operations centres on a 24/7 basis

Easynet Ltd, London

IP Technician / Customer Service Manager

2004-2006

Responsible for fault management, following all issues through from logging until resolution of all customer IP / MPLS faults

Face-to Face meeting of customers on a regular basis in the UK and Europe in order to maintain a good relationship and hold Customer Service Reviews.

Create/Provide reports when requested by the customers or as previously agreed.

Efficient and knowledgeable main point of contact for customer’s queries and fault reporting; including faults, provisioning, billing and technical consultancy.

Responsible for the compilation of customer information (technical and none-technical), ensuring ongoing data integrity for each Corporate Customer in the CCC databases.

Supporting other departments within the Company i.e. Provisioning and Project Management for Customers Projects including European and UK MPLS handoffs.

FT Orange UK (formally Sita / Equant)

Network Support Engineer

2000-2004

Proactive monitoring of customer VPNs and dealing with alerts and alarms as appropriate.

2nd Line Troubleshooting and ownership of faults until resolution

Project manager for the successful consolidation of several Dutch and German customers from satellite support centres to the UK Proactive Surveillance and Management unit / 2003

Liaising with other relevant departments / agencies e.g. Field Operations, Telcos, 3rd Party as appropriate and providing advanced technical support to these agencies as required

Recipient of “Aspire” Award for demonstrating achievement above and beyond day-today duties / 2003

Interglobe UK

Customer Service Supervisor

1998 – 2000

Managing and Training a team of 15 CSAs in a busy international telecoms call center

Escalation point for customer complaints and urgent outages

Handling customer billing enquiries, technical issues

Creating trouble tickets and reporting to external service providers

Liaising with Customer Service Manager and relevant internal departments.

Involved in the eventual achievement of the “Investors in People” status through training and distribution.

Employment History Pre-1998

Production Co-ordinator, Seglo Migrant Broadcasters, Utrecht, The Netherlands 1994-1998

Music Programmer / Co-ordinator, Theater Kikker, Utrecht, The Netherland 1995-1997 (Part Time)

Lighting / Stage Assistant, Vredenburg Concert Hall, Utrecht, The Netherlands 1995-1998

Production Co-ordinator, 4ZZZFM, Brisbane, Australia, 1990-1992

Technical Competencies

CCNP 2013 (currently valid)

Install, Configuration, Upgrade, Troubleshooting of Cisco C887 - C7200 Routers and Switches

Lucent DSL troubleshooting, configuration,

Nortel Passport 8700 & 4700, DPN

IDB Controlware

MPLS

DSL / ATM / Frame Relay / MetroEthernet

BGP / OSPF / RIP / EIGRP / IS-IS

NMS / Visual Uptime / SMARTS / Netcool / Nagios / Smokeping

Remedy7 / Siebel / Clarify

Languages

English – Native

Dutch / Flemish – Fluent

Spanish – Basic

German – Basic

Education

642-642 (QoS) Exam as part of Cisco Certified Internetwork (CCIP) 2010

642-885 SPADVROUTE (BGP/Multicast/IPv6) Exam as part of CCNP Service Provider 2013

Cisco Certified Network Professional (CCNP) 2007/2010/2013 valid until November 2016

Cisco Certified Network Professional (CCNA) 2005

Bachelor of Social Science Degree 2 years completed 1988, University of WA: Mathematics, Linguistics and Psychology

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