Andreas Protopapas

Experience

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  Jumbo SA

  Jul 2004 - Sept 2004

  Customer Service

  • Stock Inventory• Customer Service

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  Erasmus Student Network

  Jan 2005 - Jan 2007

  National Representative of Cyprus

  • National Representative of Erasmus Students Network (ESN) in Cyprus• Promoting Erasmus programs within the country as well as supporting the Erasmus Office in the university. • Representing Cyprus in ESN meetings abroad.• Achieved an increased in incoming students from 20 in 2005, to 80 in 2006 to almost 200 by the end of 2007

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  Intercollege

  Jan 2005 - Dec 2007

  Office Administration

  • Inputting, manipulating and representing statistical information on MS Excel• Responsible for the admin/office budget• Using own initiative when making decisions

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  University of Nicosia

  Jan 2005 - Sept 2008

  IT Support

  • Maintenance of computers and providing support to the University Staff• Monitor and troubleshoot network issues (WAN, LAN, TCPIP, Firewalls, Routers, Switches)• Backup systems and network storage devices• Managing and troubleshooting networked printers• Installation and configuration of laptops and desktops• Circuit troubleshooting (repairing and soldering)

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  ILARHOS SECURITY Services LTD

  Jun 2005 - Aug 2005

  Security Guard

  • Security surveillance within airline's company premises• Reception Duties

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  CYBERNET PALOURIOTISSA

  Aug 2005 - Dec 2006

  • Teaching Microsoft packages under the ECDL (European Computer Driving License) scheme. • Inputting, manipulating and representing statistical information on MS Excel• Responsible for the admin/office budget• Using own initiative when making decisions • Maintenance of computers and providing support to the University Staff• Monitor and troubleshoot network issues (WAN, LAN, TCPIP, Firewalls, Routers, Switches)• Backup systems and network storage devices• Managing and troubleshooting networked printers• Installation and configuration of laptops and desktops• Circuit troubleshooting (repairing and soldering)

  • ECDL tutor

    Aug 2005 - Dec 2006

  • Office Administration

    Aug 2005 - Dec 2006

  • IT Support

    Aug 2005 - Dec 2006
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  CYTA

  Jul 2006 - Aug 2006

  Network/Telecom Technician Intern

  • Maintaining and testing existing telecommunication systems.• Installing new telecommunication systems including internet, phones, fax, ADSL, TV within customer’s premises.• Troubleshooting problems or glitches in the system. Being able to creatively work with supplies on hand to at least get minimal use of the system until replacement parts can arrive.• Maintaining an inventory of parts needed to replace or repair the system.• Completing all paperwork regarding repairs and maintenance as required. Show less

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  Goodtones Great Games (G3 Great Games)

  Apr 2007 - Jun 2007

  Logistics

  • Shipping / Receiving• Inventory Management• Distribution of stock

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  Médecins du Monde

  Jul 2007 - Aug 2008

  • Inputting, manipulating and representing statistical information on MS Excel• Responsible for the admin/office budget• Using own initiative when making decisions • Maintenance of computers and providing support to the University Staff• Monitor and troubleshoot network issues (WAN, LAN, TCPIP, Firewalls, Routers, Switches)• Backup systems and network storage devices• Managing and troubleshooting networked printers• Installation and configuration of laptops and desktops• Circuit troubleshooting (repairing and soldering)

  • Office Administration

    Jul 2007 - Aug 2008

  • IT Support

    Jul 2007 - Aug 2008
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  Amdocs

  Apr 2010 - May 2015

  Senior Infra SME

  • Support Ensemble Billing for Testing and Production environments.• Systems knowledge of HP-UX• Communication with all the respective teams including off-shore team• On-call Support during off-hours and Weekend hours• Allocate and prioritize tasks in order to maximize resources• Provide Root cause analysis for Batch and Online failures• Provide short term solutions for issues• Writing scripts - Adept and experienced in UNIX shell scripting• Design, develop and implement automation and processes improvements• Identification of code issues and communication to T1/T2 and OPS teams• Maintenance activities• Upgrade preparation• Communication to management (heads up of issues, business impact , mitigation plan, resolution plan, statuses, Escalation procedure)• Experience in protocols such as:‪‪ˑ • Signaling SS7– ISUP, CAMEL, SIGTRAN, GSM MAP, CDMA‪‪ˑ • SMPP‪‪ˑ • IP network – TCP/IP, SIP, HTTP, SMTP, FTP, Diameter• Experience in Billing systems• Experience in Database (Oracle, SQL)Projects worked on:----------------------------------• Vodafone (Romania)• Comcast (USA)• Mayar Telecom (T-Mobile Hungary)• Etisalat (Sri Lanka)• Eagle (Albania)• T-Mobile MVNE (USA)• Globe PhilippinesCustomer’s sites visited:--------------------------------------• Bucharest, Romania• Tel Aviv, Israel• London, United Kingdom• Atlanta, USA• Champaign, USA• Philadelphia, USA• Colombo, Sri Lanka• Manila, Philippines Show less

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  Playtech

  Jul 2015 - Aug 2015

  Billing Specialist

  • Research and resolve transaction or billing exceptions daily. This could involve reviewing data, analyzing information, diagnosing the solution and performing all system corrections and identifying discrepancies.• Monitor daily reports and perform quality control processes to ensure accurate processing of information and adherence to defined audit controls• Investigate and resolve production related issues related to the billing operation• Understand the end-to-end revenue cycles for both customers and products• Responsible for monthly revenue assurance activities Show less

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  PrimeXM - Financial Technology

  Sept 2015 - Oct 2015

  Technical Support Engineer

  • On-boarding new clients and implementing changes to existing client setups• Creating new client setups based on the requirements received from Account Managers and clients directly• Updating of existing setups, maintenance and monitoring of live environments• Updating existing systems to latest versions and related certificates• Handling day-to-day tasks and issues based on client requests/communication• Resolving Emergencies/Issues (solve efficiently and in a timely manner) Show less

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  Lamda Card Services

  Mar 2016 - Apr 2017

  IT Systems & Network Administrator

  • Providing IT 1st and 2nd level support to all employees.• Supporting Windows systems and services: Desktop, Servers and printers.• Supporting and maintenance of IT infrastructure: Wireless/wired networks, passive/active network devices and LAN/WAN services.• Supporting and maintenance of telephone system, end user phones, analog lines, fax, etc....• Diagnosing and resolving issues• Administration of Virtualization environments (VMware ESXi), Firewall (SOPHOS) and MySQL Database.• Troubleshooting and monitoring of networking (OSI Model), Linux and Windows Servers. (WAN, LAN, TCP/IP, RAID, Firewalls, Routers, Switches, Printers)• Following the IT and security processes and policies, guidelines, standards, blueprints (PCI-DSS compliance).• Responsible for the IT assets management: hardware inventories and software licenses.• Evaluating new technologies for improving service and network performance. Show less

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  Lamda Card Services (Lamda Technology)

  Jun 2016 - Apr 2017

  Research & Development Manager

  • Develop and refine specifications for new and/or existing products.• Prepare R&D project proposals, based on the outcome from internal ideas.• Manage small R&D project teams allocated to those projects.• Conduct preliminary patent searches on potential new inventions/applications.• Assess the requirements for new products based on the market needs in cooperation with Sales department and selected customers sample.• Write the deliveries of those projects.• Write and merge reports about technology trends.• Responsible for resolution of technical issues that arise during the development; production, operational, or performance based.• Conduct competitor analysis.• Perform complete review, verification, and validation for new products to ensure conformity to requirement and fitness for use. Show less

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  World-Link Communications, Inc

  Apr 2017 - now

  • Work with technologies such as Gitlab, dockers, ansible, API, nginx, TLS.• Experience with Linux Operating Systems, Databases.• Experience with working in an agile environment building, deploying, supporting, patching, and operating cloud applications.• Troubleshoot and resolve issues in development, test, and production environments.• Responsible for designing, implementing, and deploying a massively dynamically scalable ship/shore architecture network.• Collaborating with Tech Leads and other team members on technological and support topics.• Responsible for mentoring DevOps engineers.• Build and support R&D development environments.• Learn and apply industry best practices and share this knowledge within the team and with other teams. Show less • Be the primary point of contact and build long-term relationships with customers• Help customers through email, phone, online presentations, screen-share and in person meetings• Develop a trusted advisor relationship with key accounts, customer stakeholders and executive sponsors• Ensure the timely and successful delivery of our solutions according to customer needs and objectives• Update job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations• Enhance department and organization's reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments• Responsible for keeping current clients satisfied and delivering exceptional client service on a day-to-day basis• Monitor and analyze customer's usage of our product• Responsible for working with the Sales team to onboard and integrate new clients and developing existing client relationships• Liaise between the customer and internal teams Show less • Identify current and future customer service requirements by establishing personal rapport with potential and actual customers and other persons in a position to understand service requirements. Provide product, service, or equipment technical and engineering information by answering questions and requests.• Provide Technical expertise through sales presentations, Solution designs, Solution demonstrations, Proof of Concepts as a trusted advisor.• Provide solution POC in designs, and systems engineering configurations• Collaborate with sales teams to understand customer requirements and provide sales support• Advising customers on how best to use the products or services provided.• Provide POC and work close with the design, production, engineering, or research and development departments of the company to determine how products and services could be made or modified to suit the needs of the customer.• Using technical skills to demonstrate to potential customers the usefulness of the product or service and how it may suit the customer better than competing products.• Provide pre-sales technical assistance and product education• Prepare technical presentations and demonstrate how a product meets client needs • Provide training and produce support material for other members of the sales team.• Perform business development functions such as attending trade shows, conferences, site visits, and exploring sales opportunities.• Travel to customer locations for sales support, engineering support, or product training. Show less • Help in the design, planning, implementation, and managing the company's infrastructure and projects. • Developing and maintaining critical systems and network. • Develop and document disaster recovery strategy, procedure, and systems for the New York POP (point-of-presence).• Provide technical support, maintenance, and enhancements for the ShipSat platform.• Resolving tickets that are referred by the support team.• Develop and implement ShipSat system features, improvement, and reliability. • Assist in preparing technical sales presentations.• Work with contactors on developing software and systems projects, specifications, and manage contractor’s work related to systems development work. Show less • First contact point with customers to resolve issues relating to their services.• Respond to support questions that come in, via phone and email from customers relating to messaging, and communications software and hardware.• Resolve communications and email issues for remote users.• Research, document and resolve customer support issues related to products and services.• Provide technical and administrative support to sales staff.• Take part of on-call team rotation.• Be part of the 24/7/365 Shift Rotation• Proper usage of the TrackIT ticketing system• Assist in documenting new processes• Maintain and document problems and resolutions statistic for customer support quality monitoring.• Attend Vessels for Satellite Communication system installations• Reverse engineer in-house products to improve operation/functionality and resolve issues and add new features. Show less

  • DevOps Manager

    Mar 2022 - now

  • Account Manager

    Feb 2022 - Jan 2023

  • Senior Sales Engineer

    May 2021 - Feb 2022

  • Senior Development Team Engineer

    Sept 2019 - May 2021

  • Infrastructure and Systems Engineer

    Dec 2018 - Sept 2019

  • Deployment Engineer / Technical Support Engineer

    Apr 2017 - Sept 2019