Conor de Rooy
Professional Resume ****
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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