André Jesus

Experience

• 

  Optimus

  Jul 2008 - Nov 2008

  Technical Support Assistant

  Technical Support Assistant in maintenance, fixing/installation of Sonae Com customers networks.

• 

  Nokia Siemens Networks

  Dec 2008 - May 2012

  Technical Support

  Technical Support for 2 products:• TNMS CORE -> software management of Optic Transport equipments - SDH(OPTRAS NEs: hiT7025, hiT7030, hiT7035, hiT7070, hiT7080, ADVA NEs(FSP),) andWDM technology (Surpass HiT7300, HiT7500)• TNMS DX -> software management of Optic Transport equipments - WDM (Surpass HiT7500, HiT7300) - exclusive version for AT&T- Administrator responsible for the support machines models v440, v480, M4000, M3000, M5000, T2000 (Operating Systems: Solaris 7,8 and 10) Show less

• 

  Truphone

  May 2012 - Oct 2012

  Truphone Operations Center

  Supervison, Analysis and throubleshoot of GSM/UMTS Truphone Network.Experience in capture and analysis of traces on the following network equipments: IN, HLR, SBC, GGSN, DNS, Radius, OCS, IMSIBrokerExperience in analysis of the following protocols: SIP,CAMEL,MAP,GTP,Sigtran,SIP,RTP, DNS, Radius, Diameter, XML

• 

  Portugal Telecom Inovação, SA

  Mar 2013 - Jul 2013

  OSS service - System Operational Direction

   Responsible for supervision, analysis and resolution of application problems of Portability (GSO, SGP) e Wholesale (WSM) Responsable for instalation, administration e provisioning of system services on different machines (windows and Unix systems) Develpment of scripting in perl, SQL querys and monitoring system to support portugal telecom applications Experience in analysis of the following tools: SIBEL, BMC, Control-M, Harvest, Toad, SquirreL SQL, Oracle, SQL Server 2008, Royal TS Show less

• 

  NOESIS Portugal

  Jul 2013 - Mar 2014

  Consultant of System Center Configuration Manager at Zon Optimus

  Responsable for OSS support on Quality environment in Zon Optimus• OSS Environment support / maintenance / configuration• OSS Software installation: SIGMA, ACTIVIS,• OSS applications Technical Support and Configuration Management support.

• 

  Celfocus

  Mar 2014 - Dec 2015

  Service Operation Engineer at Vodafone

   Incident management: Manage customer tickets of Vodafone UK and PT Support of LIVE and Acceptance phases: installation ,maintenance and commissioning Incidents/ Problems reporting: responsible for providing support by reporting the customer problems to the Development team (Tickets handling) Service Reporting: system preventive analysis• NAGIOS• Customer Service Reporting Installation, configuration and Administration of Oracle 11G

• 

  Nokia Networks

  Dec 2015 - Sept 2018

  Customer Support Engineer

  Role: Customer Support EngineerResponsibilities: Technical support / Case handling
  Installation and Comissioning of Nokia OSS product – SQM (Service Quality Manager) oncustomer premises on Telecom Italia (Italy)
  Training on Job on R&D department (Installation and Commissioning tasks)
  Case Handling of Nokia OSS products:o SQMo NPM (Network Performance Manager)o NetAct
  Case Handling of CloudBand products:o CBISo CBAMo CBNDTechnologies and methodologies used in the project:Linux, Java, Windows, scripting, Oracle Database, Virtualization (VMware) Show less

• 

  Celfocus

  Sept 2018 - Jan 2021

  SOLUTION DELIVERY

  UNIFIED COMMUNICATIONS – SOLUTION DELIVERYRole: System IntegratorResponsibilities: Delivery and Implement solutions for Vodafone projects (VDF PT and VDFUK)Celfocus Porto, Porto Installation, configuration and Administration of Oracle 11G (OSB and SOA) Responsible to install and adapt the packages delivered by Agile Development team onVodafone projects like OneNet, OneNet VPN (New Portal), GCC (VDF-PT/UK) Responsible to help and guide the System Tester team in order to identify most of the issuesto prevent future live issues. Delivered different documentation for the customer like MoP and HighLevel design Coordinator of a small team to guarantee that all the Developed versions were installedcorrectly on Vodafone systems. Troubleshooting on different matters that can involve SIP, INAP traffic, analysis of Portal logsor Nokia mCas configuration to identify the root causeTechnologies and methodologies used in the project:Nokia mCas , , Linux (RedHat 6,7; OpenSuse), Java, Windows, scripting, Oracle Database,Telecommunication protocols: Sigtran, SS7, INAP, CAMEL, TCAP, Diameter, SOAP, XML, SOAP,PSQL , Shell scripting, Jboss, Show less

• 

  Nokia

  Jan 2021 - Apr 2024

  Digital Home Solution - CARE Technical Support Engineer

  Digital Home Care Solution Technical Support Specialist for Europe CustomersRole: Customer Support EngineerResponsibilities: Technical support / Case handlingNokia, Maia (Remote Work) Case Handling of Nokia Device Management products:o HDM (Home Device Manager)o SMP (System Management Platform)o TRM (Traffic Regulation Module) Providing 24/7 on call support for Europe Customers unavailability of the services or urgentmatters related with HDM and SMP Products.Technologies and methodologies used in the project:RedHat, Java, Windows, JBOSS, Kibana,Oracle Weblogic, Oracle Database, MariaDB, tomcat,nginx, Apache Show less

• 

  Motive

  Apr 2024 - now

  Digital Home Solution - CARE Technical Support Engineer

  Role: Customer Support EngineerResponsibilities: Technical support / Case handlingNokia, Maia (Remote Work) Case Handling of Nokia Device Management products:o HDM (Home Device Manager)o SMP (System Management Platform)o TRM (Traffic Regulation Module) Providing 24/7 on call support for Europe Customers unavailability of the services or urgentmatters related with HDM and SMP Products. Capable of understanding the technical aspects of a complex system. Developing expertise in device management products and partner with the product development team to improve the overall maintainability of the products. Escalating Issues that need further support to L4 and R&D and lead (take ownership of) combined troubleshooting of critical cases. Analyzing application logs, thread dumps, and heap dumps and provide necessary modifications to provide a workaround/resolve customer issue in a production environment.  Regularly update customers via the case/issue management tool – Salesforce, on ongoing troubleshooting and resolution efforts. Contributing to the knowledge management system to share knowledge within, across teams, and with customers. Reproduce and report product/application defects to the development team and escalate unresolved problems for a resolution to translate it to customer updates. Proactively seek out, research, and recommend/implement improvements to better serve customers. Work well both within the team and other Nokia Internal teams, be open to constructive feedback, and be willing to help teammates and contribute to the overall success of the team. (Yammer) Like to work in a team environment, as it's critical to the success of the team and the satisfaction of our customersTechnologies and methodologies used in the project:RedHat, Java, Windows, JBOSS, Kibana,Oracle Weblogic, Oracle Database, MariaDB, tomcat,nginx, Apache Show less