Customer Service Network
Resume:
Europass
Curriculum Vitae
Personal information
First name(s) / Alberto Lu s Franco Dion sio
Surname(s)
Address Baarerstrasse 147, 6300 Zug Switzerland
Mobile +41 78 736
7878
E-mail(s) *******@*****.***
Nationality Portuguese
Date of birth 15/08/1968
Gender Male
Work experience
Dates 2012 -March 2014
Occupation or position Data/IP and Core Technical Support
held
Main activities and Monitoring Backbone Network (Cisco, Huawei and Juniper
responsibilities Devices), Access Network (NSN Dslams), Voice services
(EWSD, HiE and CS2k platforms) and dedicated customers
equipments.
Troubleshooting outages within both networks.
Keep customers informed through a Service interrupt
notification system.
Responsible for contact worldwide carriers in order to
solve issues in both Data and Voice Networks.
Escalation of incidents and relevant issues when needed to
other teams such as Field Engineers Teams, Network
Assurance and technical on call.
Trouble Ticket handling and daily follow up.
Providing monthly/weekly KPI reports regarding unreachable
services/devices.
Technical within FO for a side project with the purpose of
replacing around 500 network elements (Cisco for Juniper),
providing support to both field engineers during the night
swaps, and Back Office with configuration tasks.
Daily/weekly preventive maintenance routines to guarantee
the optimal behavior of the Voice platforms.
Elaborating documentation regarding technical procedures.
Training new team members.
Dates October 2009 - July 2012
Occupation or position Cisco Network Technician
held
Main activities and Direct support to customers at the level of network
responsibilities Lan Troubleshooting the level of damage
Configuring and Reconfiguring routers and switches, Call
Manager
Verification and monitoring of LAN clients (Open NMS e
Nagios)
Name and address of ONI Communications/ HUBGRADE
employer Urbaniza o da Matinha, Edif cio Altejo, 1900-823 Lisbon
(Portugal)
Type of business or Telecommunications
sector
Dates August 2006 - October 2009
Occupation or position GNOC Technician / Technician Support team
held
Main activities and Resolution tickes Core & Access (WAN and LAN)
responsibilities Implementation of the service, reception, diagnosis
probable cause and resolution of faults reported by Client
Business
Collaboration and direct as possible with street teams and
areas of ATM techniques, FWA, PDH, SDH;
Troubleshooting and configuration level ADSL (Cisco,
Motorola, Draytek, Oneacess)
Name and address of NOKIA SIEMENS NETWORKS
employer Estrada Casal do Canas n 92 - Edif cio Alfravip II,
2720-093 Alfragide (Portugal)
Type of business or Telecommunications
sector
Dates September 2001 - August 2006
Occupation or position Onicomunications - (CGO - Centre of Operational Management)
held
Main activities and Resolution tickes Core & Access (WAN and LAN)
responsibilities Implementation of the service, reception, diagnosis
probable cause and resolution of faults reported by Client
Business
Collaboration and direct as possible with street teams and
areas of ATM techniques, FWA, PDH, SDH;
Troubleshooting and configuration level ADSL (Cisco,
Motorola, Draytek, Oneacess
Name and address of ONI Communications
employer Lagoas Park, Lisbon (Portugal)
Type of business or Telecommunications
sector
Dates October 2000 - February 2001
Occupation or position Telecommunications Technical
held
Main activities and Monitoring and management of Telecommunication Network, ONI
responsibilities Telecom
Support to diagnose and resolve network problems and
failures 24x7 centralized monitoring of the fixed network
The hardware and software configuration and troubleshooting
Implementation of customer service scripts and models.
Resolution of tickets with other technical areas and
technical street Ensure proper functioning of the Network
WAN
Name and address of ONI Communications
employer Lagoas Park, Lisbon (Portugal)
Type of business or Telecommunications
sector
Dates January 1997 - August 2000
Occupation or position Telecommunications Technical / Team Leader
held
Main activities and Monitoring and management of Telecommunication Network, ONI
responsibilities Telecom
Support to diagnose and resolve network problems and
failures 24x7 centralized monitoring of the fixed network
The hardware and software configuration and troubleshooting
Implementation of customer service scripts and models.
Resolution of tickets with other technical areas and
technical street Ensure proper functioning of the Network
WAN
Name and address of PTSI - PT Group
employer Picoas Lisbon (Portugal)
Type of business or Telecommunications
sector
Other language(s)
Self-assessment Understanding Speaking W r i t i n
g
European level Listening Reading Spoken Spoken
interaction production
English
Social skills and Organization and perfectionism;
competences Good communication;
Active listener;
Problem-solving attitude;
Ability to establish and maintain good working relations
with people of different national and cultural
backgrounds;
Attention to details.
Organisational skills Organisation and team spirit;
and competences Pro-active;
Team spirit behaviour;
Focus oriented;
Timelines driven.
Technical skills and Good knowledge and practice in:
competences
Equipments:
CISCO: C7609; C7606; C2950; C6509; 7400; C3550; C2900XL;
1538M; C7200; 7206VXR; C2600; C807; C888; C1921;
C2821;C76xx;C29xx Series
Dslams - Alcatel-Lucent Stinger FS+; Stinger LS
Dslams - Nokia Siemens Hix 5635 E 28M 38M
Huawei Routers - OSN38xx,OSN68xx,CX600, ATX9x, NE80E .
NE40E . NE20E
Juniper - ERX710; ERX1410; ERX1440; MX and TI Series
Voice- EWSD; Hie9200; and CS2K
Speedtouch; Draytec; Motorola
Network Managers:
Alcatel: AWS, AMS, 5620 SAM
Huawei: U2000
Nokia: ACI-E, EMS; HP Openview; Netcool; Clarify; Remedy;
Cramer
CRM; Secure CRT; Radius; Nagios; Network Adiminstrator
Basic Concepts of:
DWDM; SDH; ATM. IP; FR; X25; FITL; FH; FWA;BE; IN and PDH
Computer skills and Windows, Unix/Linux;; Microsoft Office
competences Attending CCNA
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