Engineer Customer Service

MARK SIDHOM ** Inglewood Drive, Burnside Heights

Melbourne, Victoria, Australia 3023

Mobile: +61-438-***-***

Email: **********@*******.***

C A R E E R F O C U S

Communications and IT Consultant

Innovative and solutions-focused with a strong employment history. Committed to contributing broad International communications experience and extensive Information Technology skills, attained through many International projects with an array of worldwide operators and customers.

H I G H L I G H T S O F Q U A L I F I C A T I O N S

• Tertiary Education/Certifications: solid academic credentials including Juniper JNCIA and JNCIS Cisco CCNA, a Bachelor of Computer Science from Deakin University, and an Advanced Diploma in Computer Science from RMIT University.

• Experience: strong record of contribution in various roles including Experienced GPRS Communications Engineer (Packet Core) with Ericsson Australia and IT Consultant with Deloitte Touche Tohmatsu. Have also managed and directed my own Information Technology Consultancy business.

• Potential: determination and a strong desire to succeed in this industry. Absolute commitment to continual self-improvement. Energetic embrace to challenges and adapt readily to change. Possess very short learning curve.

• Problem Solving: well-developed analytical skills with the ability to identify problems, determine errors, and provide rapid solutions. Strong eye for detail.

• Organisational Skills/Time Management: very well organised with proven strength in managing work flow under pressure of peak work loads and tight deadlines. Solid ability to handle multiple projects concurrently. Possess strong planning and prioritizing skills for both short term and long term goals.

• Teamwork: dedicated, cooperative, and effective team player with a demonstrated capacity to work closely with colleagues across all levels to meet objectives. Willingness to assist team members where ever possible.

• Verbal Communication/Interpersonal Skills: outstanding communicator with a demonstrated capacity to interact, and liaise, with individuals across all levels. Strong history of building and maintaining excellent rapport with clients, other staff, and management.

• Written Communication Skills: excellent written communication skills with a high degree of accuracy and attention to detail. Possess very strong research and analytical skills.

• Client Relations: outstanding client service skills with the ability to build strong client relationships, ascertain individual needs, and exceed client expectations. Strong ability to resolve client complaints and provide win-win outcomes.

• Leadership: highly effective team leader. Skilled in delegating, inducting, coordinating, and supervising others to achieve results. Strong ability to train and motivate staff, and lead by example.

• Working Independently: high level of personal accountability for all allocated duties. Demonstrate initiative and the ability to work through problems, when required. Extremely reliable with strong follow-through capabilities.

SKILLS, QUALIFICATIONS and PROFESSIONAL TRAINING

2010 JNCIS – M - Juniper Network Certifies Internet Specialist Juniper Networks

2007 JNCIA – M - Juniper Network Certified Internet Associate Juniper Networks

2006 CCNA -Cisco Certified Network Associate

Cisco Systems

2005 - 2008 Bachelor of Information Technology

Deakin University

2001 - 2003 Advanced Diploma in Computer Science

Royal Melbourne Institute of Technology (RMIT)

• Experienced GPRS Packet Core Network Engineer 2G/3G/HSPA

• Certified Ericsson engineer to configure and implement Serving GPRS (SGSN), Gateway GPRS (GGSN) nodes.

• Hands on experience configuring Juniper M20 and M120 routers and routing protocols.

• Solve complex technical problems on live customer GPRS networks.

• In depth knowledge of Packet Core technologies including SS7, Sigtran etc.

• Hands on UNIX skills including installing and configuring Solaris Servers.

• Microsoft Certified Professional (MCP)

• Full Microsoft Suite incl. Server

• Windows Infrastructure & Security

• 10 years of IT experience in Implementation, Maintenance, System and Network Administration.

• Extensive experience in System Administration with Windows NT/2000/XP/Vista and Windows 7

• Practical experience configuring Win2k/XP/Vista and Win 7 Active directory services.

• Designing , implementing and administration of mail servers (Exchange 5.5 / 2000)

• Experience providing desktop support on Win NT/2k /XP/Vista and Windows 7.

• Installing and configuring CISCO/Juniper/Nortel routers /switches.

• Implementing security policies.

• Experience in Administration of Web server IIS 4.0/ 5.0.

• Expertise in Assembling and Maintenance of Desktop and Notebook PCs.

• Excellent customer service skills.

• Working within the Service Level Agreements (SLA’s) and Key Performance Indicators (KPI’s)

• Working knowledge of LAN, WAN technologies and protocols

• Switches – Cisco & Nortel

• Experience with Nortel PABX, Switches VOIP Telephony (Installing and configuring)

• Network Troubleshooting

E M P L O Y M E N T E X P E R I E N C E

Sep 2007- Dec 2010 Ericsson Australia

GPRS Packet Core Engineer – Global Services Packet Core

Prepare configuration files for SGSN/GGSN nodes for customer integration.

Frequent overseas travel for onsite integration of GPRS (Packet Core) nodes into live international operator networks and consultative meetings.

Verification of node integration.

Responsible for implementation, integration, supervision, testing, operation and maintenance of Ericsson GPRS Network Elements (SGSN, GGSN, CGSN, BGw – EMM, SASN).

Perform all activities necessary to ensure that In-Service Performance objectives for the assigned customer are achieved

Lead investigation with product unit engineers.

Installing and configuring Solaris Linux and Unix Servers.

Gained broad international experience with mobile markets around the world through projects with operators worldwide.

Handle highly political situations.

Leverage on potential business opportunities.

Prepare, implement, test and document configuration and software changes to network elements.

Troubleshooting GPRS, HSDPA 2G - 3G Packet Core Network Nodes.

Troubleshooting mobile packet bone networks

Troubleshooting Packet bone network nodes like Juniper m7i, m40e, m20, m120, Extreme switches, Cisco Switches, Netscreen firewalls, Steel-belted Radius server etc.

• Testing and Troubleshooting SGSN, GGSN, SAAC, MPLS and DNS Implementations.

• Configuring Juniper M20 and M120 routers which are used for GGSN solution.

• Configuring VRF’S, OSPF ROUTING, RADIUS, APN’S etc on the juniper M20 and M120 routers for GGSN solution.

• Provide solutions for integration of 2G - 3G Packet Core Network nodes based on Operator’s existing solutions and requirements.

• Presenting information of projects to the team members and Managers.

• Creating solutions for Identified Problems in the GPRS network and adding them to the knowledge base.

• Provide analysis of network impacts.

Ericsson Project Profile

Year Operator/ Location Tasks/ Responsibilities

2010 DST Brunei (Brunei) • SGSN MKV R8 to SGSN MKVI 2009A swap out.

• Gb over Frame Relay to IP migration from Alcatel Lucent BSC to Ericsson BSC.

• IuPS over IP migration.

2010 Wataniya (Kuwait) • SGSN 3G Direct Tunnel (3GDT) implementation.

• Analysis and preparation

• Configuration and verification

• Solution Preparation

• Documentation for the acceptance testing procedure.

• Documentation for validation

2010 e-Mobile (Japan) • Performed first SGSN 2009B node upgrade

• Analysis and preparation

• Solution Preparation

• Configuration and verification

• Design Implementation & Integration

2009 Grameenphone (Bangladesh) • SGSN cold start

• GGSN 2009A cold start

• Access point Name (APN) migration

• Analysis and preparation

• Solution Preparation

• Configuration and verification

• Design Implementation & Integration

2009 Bharti (India) • SGSN in Pool implementation

• Analysis and preparation

• Solution Preparation

• Configuration and verification

• Design Implementation & Integration

2009 Hutchison (Australia) • Performed 3 x SGSN capacity expansion

• Performed hardware replacement and upgrades for 2 x GGSN M20.

• SGSN and GGSN test bed hardware upgrades

• GGSN replacement upgrade from GGSN M20 to M120 in the live network.

• Analysis and preparation

• Configuration and verification

• Solution Preparation

• Documentation for testing procedure

• Documentation for the validation of 3G SGSN & GGSN nodes

• Cold start, Testing, Integration and Validation

2008 Telstra (Australia) • Performed customer testing for the Telstra GGSN R5 M120 rollout project.

2008 Digicel (Papua New Guinea) • Juniper GGSN R4 cold start and network integration.

• Integration Engineer. Responsibilities included planning and executing.

2008 SingTel (Singapore) • SGSN 3rd magazine hardware expansion.

• Configuration script preparation for 3x GGSN R5 M120.

• Performed live cutover for SingTel test bed from 3x Juniper GGSN R4 M20 to Juniper GGSN R5 M120.

2008 Indosat (Indonesia) • Software upgrade from SGSN R7 – R8 in live customer network.

2008 EBL 3G Trial Project (Ericsson Bangladesh) • Achieved a national milestone for implementing the first 3G network for the country, this event received media coverage and was great success.

• Conducted analysis and integrations of the first 3G packet core network in Bangladesh, achieved milestone for the country.

2008 Vodafone (India) • Performed the first SGSN R8 Cold start and network integration for Asia Pacific.

• Analysis and preparation

• Configuration and verification

• Design implementation

• Documentation of the Test Cases

• Cold start and Integration of MkVI SGSN on R8

• SIGTRAN Implementation

• Test cases demonstration

2008 Movilnet (Venezuela) • Analysis and preparation

• Configuration and verification

• Design implementation

• Documentation of the Test Cases

• Cold start and Integration of J20 GGSN

• Test cases demonstration

Sep 2004- 2007 Deloitte Touche Tohmatsu (DTT)

IT Consultant

• Providing First & Second Level User & Client-administrator support for internal applications-desktop, notebooks, peripherals, printers, and wireless technologies (Blackberry and EVDO – wireless broadband).

• Worked on several infrastructure upgrades for our national Deloitte offices.

Installed and configured Nortel Switches, PABX, HP Servers, Juniper and UPS in Melbourne, Adelaide and Hobart.

• Providing First-Level Infrastructure support

• Achieved high quality positive outcomes through communication & collaboration with key stakeholders including DTT partners.

• Obtained thorough understanding of the necessity and skills required to build and maintain rapport with the organisations key stakeholders.

• Active member of the Information Technology Services (ITS) Problem Management Committee as per ITIL Standards.

• Incident analysis including identifying common ‘problems’ from the call logging system and working to obtain underlying causes.

• Worked closely with the national Infrastructure team on several relocation projects, including the Melbourne, Adelaide and Hobart office relocation. Mainly accountable for the telephony conversions to IP. Extensive works on servers and network switches during several acquisitions and merges.

• Level 2/3 IT Support for various SME clients for the following –

Microsoft Windows 2000/XP and Microsoft Office 2000/XP/2003

Microsoft Server 2000/03 including Exchange, AD, DNS, DHCP

Printer set up, Backups (NT Backup, Veritas), UPS Setup etc

• Level 1 & 2 IT Helpdesk support for Deloitte Australia & the Asia-Pacific region (4500 plus users) for the following -

Microsoft Windows 2000/XP and Microsoft Office 2000/XP/2003

Microsoft Windows 2000 Server with Active Directory

Applications/Software – Citrix, AS2, Solution 6, Lotus Notes 4.5 etc

Deloitte Software – Dial DTT, iPass, Empire-Time, eGem etc

Hardware - Laptops (IBM , Toshiba, HP) and Desktops (Dell, Apple)

Peripherals such as Printers, Palm pilots, PDA etc

Wireless technologies such as Blackberry, eVDO

Jan 2002-Sept 2004 Sidhom PC Sales &Servicing

Managing Director

• Worked closely with fellow sales representatives to formulate and implement sales strategies.

• Designed proposed system configurations and installed systems

• Implemented and administrated networks

• Provided technical support for networks and hardware configurations

• Worked with prospects to achieve understanding of business problems and propose appropriate technical solutions.

LANGUAGES

1) English ( Australian Citizen )

2) Arabic

R E F E R E E S

Furnished Upon Request

Contact this candidate