Network Engineer Technical Support
Resume:
SYLVESTER ORIWOH
Professional Summary
Talented customer success and relationship manager coordinates stakeholders to drive successful development efforts and meet mission-critical business needs. Skilled project manager and team leader with an organised and decisive approach. Over 15 years of progressive experience in the telecoms industry. Adept at working with technical and non-technical people to accomplish shared objectives and achieve business success with innovative technical solutions. Excellent reputation for resolving problems, improving customer satisfaction, and driving overall operational improvements. Consistently saved costs while increasing profits. Skills
• Strong customer relationship development
• IP planning
• Business Analyst
• Saving cost and maximising profit
• Key account management
• Ability to create and transform business
requirements into functional
requirements
• Cost reduction and budgeting
• Problem-solving
• Empathy and Interpersonal
• Great communication
• Network architecture design and operations
• Transmission technical analysis
• Configuration and support of enterprise
services using Cisco, Ericsson, Huawei,
Juniper, ECI routers, and switches.
• VSAT end-to-end for cellular backhaul and
enterprise solution.
• IP/MPLS design and implementation
• VSAT monitoring tools such as OSS, VMAP &
Grafana.
• ServiceNow CRM tool
• Network security
• Network technical analysis
Work History
Manager, Customer Success and Pre-Sales 03/2021 to Current Avanti Satellite Communications Ltd – United Kingdom (Lagos Office)
• I foster trusting and collaborative technical relationships with customers at all levels, presenting Avanti solutions in a clear and accessible manner tailored to their needs
• Successfully project-managed the rollout and delivery of approximately 1,000 ultra-rural, rural, and microcellular backhaul sites, along with enterprise broadband and community Wi-Fi solutions via satellite across Africa, consistently ensuring excellent project lead times.
• I have successfully managed the solution delivery of cellular backhaul sites (supporting 2G, 3G, and 4G traffic) for key telecom players such as American Towers Company Ltd, IHS Lagos State, Nigeria +234********** ***************@*****.*** Towers, MTN Nigeria, MTN Ghana, MTN South Africa, MTN Côte d'Ivoire, Cameroon Telecoms, and African Mobile Network (AMN). My experience includes working with BTS OEMs such as Nokia, Parallel Wireless, Ericsson, and Huawei.
• Coordinate with vendors for technical support, fault resolution and route cause analysis.
• Providing in-person training, e.g, installation of VSATs, the Avanti OSS system, ServiceNow etc.
• Produce technical description documentation (TDD) for solution engineering use and customer validation before implementation.
• Helping customers fully understand Avanti’s products and services (such as the customer Portal, the OSS, etc.) and keeping them updated with new products and services.
• Assisted sales directors, finance, and the legal team with the cost model, especially for bespoke solutions.
• Where applicable, I serve as the liaison between the customer and Avanti's technical team, facilitating deployment planning and rollout activities
• Reviewed existing operations processes and modified processes to accommodate new requirements to improve operational efficiency.
• Managed the transition of customers into in-life service after contract signing, ensuring they received the agreed-upon services within the specified timescales
• I assist the Sales Director/Account Manager with customer onboarding activities, including welcome calls, training, and other necessary steps to ensure a smooth transition
• Ensuring customers get the in-life service they signed up for against the contracted SLAs and that the services deliver the desired outcomes and improve upon areas of dissatisfaction.
• Working with the Sales Director/Account Manager to grow and retain our customers’ footprint, driving customer adoption through measurable outcomes that lead to renewals, expansion, and advocacy.
• Being a trusted advisor to customers and an expert on what Avanti offers, confidently discussing and demonstrating the power of the Avanti network.
• Supported the Sales Director/Account Manager with monthly customer account reviews, covering usage data, SLA performance, the product roadmap, and ways Avanti can help address customer challenges
• Identifying customer training requirements and providing in-person training where required
• Supporting logistic delivery in the field, including identifying 3rd party partners where necessary.
Solutions Architect and Service Delivery Manager 12/2018 to 02/2021 NTEL – Ikoyi, Lagos
• Maintained an in-depth understanding of business processes, needs and objectives.
• Involved in pre-sales solutions through system deployment and customer interface, resulting in solutions architecture proposals.
• Core IP, MPLS and WAN network design and capacity planning for internal and external projects.
• Engage with solution engineering and the core network team to validate the technical design of complex solutions.
• Provisioning and testing of new services on the network.
• Prepare architectural solutions and design documents for all ntel products (IP Transit/Access, MPLS, IPLC, Data Centre Collocation, NNI, Mobile Core Network, MPBN, IPRAN, EUTRAN, Core Transmission Network, LAN, CCTV Network etc.)
• Liaise with customers to understand, anticipate, and meet their needs and assist in translating customer needs/technical requirements to appropriate solutions.
• Worked with the product, engineering, and IP teams to realise technological solutions.
• Simplified technical ideas and issues into non-technical terms for business executives.
• Creating migration strategies to bridge development gaps between existing network architecture and future updates.
• Manage network project delivery for cooperate clients and LAN network solutions
• Work with product, transmission and engineering teams for effective project delivery Team Lead, Network Technical Support 03/2016 to 12/2018 NTEL – Ikoyi, Lagos
• I managed a team of twenty-four, grouped into four sub-teams (5 staff in each team) for daily shift duties, while the other four were on regular 9 am to 5 pm shifts with specific critical tasks.
• Manage major IP, MPLS and mobile network outages and initiate network and service restoration procedures.
• Produce monthly and biweekly reports on both the passive and active vendors and the enterprise customers
• Ensure all team members follow processes and procedures for escalating and troubleshooting network outages to minimise downtime and improve MTTR.
• Technical support and analysis of fault incidents on core network devices and the backbone transmission link, including nodes like the EPG, SSR, BGR, Tejas Mux, SPO Mux, Juniper, and Cisco firewall.
• Prepared detailed reports weekly & monthly on updates to incident specifications, progress, identified conflicts, and team activities.
• Preparing root cause analysis RCA for fault incidents with top priority.
• Verify/accept newly provisioned intercity & international circuits on the network for NOC monitoring and support.
• Verifying/acceptance of newly provisioned enterprise customers on the network for NOC monitoring and support.
• Manage new change requests logged on ITSM requiring CAB approval and coordinate the change owners and the CAB stakeholders.
• Support PRTG server & client monitoring tool.
• Overseeing mobile core network-related issues/escalation with the shift team leads.
• Ericsson and Huawei backbone transmission link availability and bandwidth utilisation weekly & monthly.
• Fault analysis and management of enterprise customer issues/escalations. Team Lead, Network Technical Support Specialist 02/2014 to 02/2016 MOBAX Group- Vodacom & MTN Projects – Lekki, Lagos
• I managed the QA team of 42 staff, comprising an engineer and a rigger. Our responsibility is to ensure quality installations and carry out preventive/corrective maintenance on over 4,600 remote sites on VSAT, MW (P2P & PMP), including the PoPs across the 36 states of Nigeria and Abuja.
• Managed Lagos operations and maintenance team of 26 staff and a strict SLA of 99.99 % of annual service availability.
• Managed critical project Implementation.
• Technical analysis of problem tickets.
• Preparing root cause analysis RCA for fault incidents with top priority.
• RF planning for backhaul radio implementation such as Ceragon radio, SAF radio, and NEC radio (1Gbps).
• Providing remote support to field engineers nationwide on fault troubleshooting, installation challenges, design implementation, etc.
• Managed As-Built documentation across the country.
• Training engineers and riggers on Cambridge VectaStar VS2 &VSG base station, SAF radio
(CFM, CFQ, CFIP, Phonix), NEC radio (Ipasolink 100,200,400), Ceragon radio IP- 10C&10G, IP- 20C &20G.
• Level 2 remote support for operations engineer on core/client router and switch configuration/recovery.
• Create Vbridge service on CPE (point to multi-point).
• Creating VLANs on access radios for both management and data traffic. Senior RF Networks Transmission Engineer 09/2012 to 01/2014 MOBAX Group- Vodacom & MTN Projects – Lekki, Lagos
• Wireless Network Project Maintenance and management.
• Specialist in installations, faults troubleshooting, site inspection and resolution tactics for Cambridge VectaStar CPEs radios (Point to Multi-Point).
• Optic Fiber terminations and management.
• Design of frequency allocation for the wireless network; Quality Assurance and test procedures for link acceptance; equipment type approval.
• Specialist in NEC radio installations, troubleshooting and management.
• Specialist in installations, fault troubleshooting, quality assurance, site inspection and resolution tactics for SAF radios. Products like CFIP, Lumina, FODU, Phoenix, CFQ, CFM, etc. (Point to Point).
• Specialist in Cambridge VectaStar Base Station installations and configuration of APCs, MUXs, MPA, APs, etc., for redundant operation. Including creating services like Vbridge for IP connectivity, E1s on CPEs, e.t.c
• VSAT (SCPC and IDirect solutions) installation, troubleshooting and management.
• Optic fibre network provider's management and monitoring.
• Specialist in Ceragon radio installations, troubleshooting and management without supervision, such as Ceragon IP-10C, Ceragon IP-10G, Ceragon IP-20C, Ceragon IP-20G and Ceragon FiberAir 1500R(SDH).
• Microwave radio network implementation for point-point wireless links
• Layer 2&3 network IP/MPLS design and implementation
• Use of measuring and monitoring tools.
• User Acceptance test and certification.
Operations Engineer (also Served NYSC Year) 04/2010 to 09/2012 Vodacom Business Nigeria – Ikoyi, Lagos
• Installation, maintenance, and troubleshooting of Broadband Wireless Access (BWA) and terrestrial Microwave Connectivity using Cambridge VectaStar radios and SAF microwave radios
(point-to-point and point-to-multi-point) without supervision.
• Installation, maintenance, and troubleshooting of Broadband Wireless Access (BWA) and terrestrial Microwave Connectivity using Cambridge VectaStar radios and SAF microwave radios
(point-to-point and point-to-multi-point) without supervision.
• Installation, commissioning, and maintenance of KU/C-Bands VSAT.
• Installation, commissioning, and troubleshooting maintenance of satellite links, such as KU/C- Bands VSATs, SCPC, and TDMA, without supervision.
• Technical marketing representative (attends meetings for technical discussions.
• Faults troubleshooting and bench testing of equipment in the laboratory Operations Engineer (SIWES) 08/2008 to 02/2009
Vodacom Business Nigeria – Ikoyi, Lagos
• Installation, maintenance and troubleshooting of broadband wireless access (BWA) and SAF microwave radios (point-to-point and point-to-multi-point) with minimum supervision.
• Installation, maintenance and troubleshooting of satellite links, such as Very Small Aperture
(V SAT) and Single Channel per Carrier (SCPC), with minimum supervision.
• Installation and configuration of routers and switches with minimum supervision. Education
B.Eng: Electrical and Electronics Engineering
Ambrose Alli University - Ekpoma, Edo State, Nigeria 04/2010
Master of Science: Information and Technology
National Open University - Lagos, Nigeria
02/2021
Certifications
• PMP – Project Management Professional Certification
• CBAP- Certified Business Analyst Professional
• AWS Certified Solution Architect- Associate
• Avanti Newtec (ST Engineering) Installer Training Certification
• Aviatrix Certified Engineer (Multi-Cloud Networking Associate)
• Fortinet Certified Network Security Associate (NSE1, NSE2, & NSE3)
• OPSWAT- Introduction to Critical Infrastructure Protection- (ICIP)
• OPSWAT- Endpoint Compliance Associate (OECA)
• OPSWAT- Network Security Associate (ONSA)
• ICSI Certified Network Security Specialist
• Certified Network Associate Certification (CCNA)
• CISCO - Certificate in Introduction to Cybersecurity
• CISCO - Certificate in Cybersecurity Essentials
• CISCO - Certificate in Wireless LAN Security
• CISCO - Certificate in Introduction to the Internet of Things (IoT)
• ALCATEL - Certificate in WDM (Long distance transmission) Technology
• ALCATEL - Certificate in SDH Technology
• HUAWEI - Certificate in LTE System Overview and ERAN 7.0 Operations and Maintenance
• HUAWEI - Certificate in iManager U2000 NMS Product
• HUAWEI - OPTIX RTN 2nd Line Maintenance
• HUAWEI – CX600 Router 2nd Line Maintenance
• ERICSSON – Certificate in LTE/SAE System Overview
• ERICSSON – Certificate in RBS 6000 Overview
• ERICSSON – Certificate in IMS 15 Overview
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