Adrian Ruben

Experience

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  CfBT

  Jan 2003 - Oct 2004

  Customer Service Engineer

  Involved in final stages of an E-Learning software handover from the outsourced company in Mumbai (ZILS), India. (Based in Mumbai for 2 months for knowledge transfer).Prepare/plan and deploy Java E-learning servers at client’s site.Providing technical training to administrators.Knowledge transfer to colleagues in head office located at Reading UK (based there for 1 month).System administrator for internal systems.

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  Inter touch Malaysia

  Oct 2004 - Oct 2006

  Project Office Engineer

  Pre – SalesSite surveys at 4-5 star hotels by visiting hotels (or remotely managing System Integrators). Sourcing for equipment and contacts via vendor/channel partners such as, Cisco, hua wei, colubris, Paradyne, IBM for pricing.Computing the ROI.Network design of hotels’ guest wired and wireless network.ProcurementLiaising with equipment vendors such as Cisco, Paradyne, Hua Wei, IBM, and System Integrators regionally and internationally. Liaising with PMS vendors such as Micros Fidelio, CLS, etc for billing interfacing with existing system.Sourcing for cabling contractors, with Molex, AMP certification. Project ManagementProject planning, procurement, PO creation and deployment of systems once contract and deadline has been set. Chairing the project kick off meeting with hotel GM and co as well as project sign off.Negotiating and handle equipment shipment to the country where project is to be done. Coordinating and Dealing with tax, import and legal issues.Installation Engineer Installing and configuring propriety system called IBIS on an IBIM blade server installed with Linux (Red hat 9(soon to be SUSE 10), Mysql, Apache, IPtables.Configuring Level 2/3 switches and routers.Configuring and Establishing Wi-Fi Access Points. Participating in Wi-Fi Site survey with vendors.TechnologySourcing for newer switches, Wi-Fi Devices, servers and any other active components that could be deployed on site.Attending training with vendors on latest and updated devices released, the most recent being the Cisco Wi-Fi and switch workshop. Show less

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  Docomo inter touch

  Oct 2006 - Mar 2008

  Project Manager

  Operations:Managing the overall operations including inventory and hardware budget.Managing a team of over 30 engineers all throughout India where localPre Sales: Some of the pre-sales aspects of projects I was involved in, include: Participating in sales calls with sales representatives and meeting with prospective clients. Meeting customers to understand user requirements and preparing solution proposals. Preparing and giving potential clients product demonstrations. Site surveys leading to generating Bill of Materials for quotations. Liaising and negotiating with third party vendors/ System Integrators (such as Cisco India, HCL, IBM, DELL, Molex, and Clipsal).Project Manager: The scope of my role as a project manager involved the following: Starting Up the project, whilst identifying and informing stakeholders via a Project Initiation Document indicating Project goal, scope, Project organization, business costs and constraints.Identifying resources, allocating and assigning responsibilities to individual project engineers.Creating and executing project work plans, revising the plans to meet constantly evolving needs and requirements. Account Manager: As an account manager, I was involved in the following: Communication with clients, assisting in conflict resolution and compliance with client deliverables and revenue. Reviewing all major deliverables (i.e. strategic brief, function spec, tech spec) to ensure quality standards and client expectations are met. Ensuring that client issues are dealt with in an efficient manner, informing the Account Director or Managing Director of any problems that may arise. Show less

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  InterTouch

  Mar 2008 - Feb 2012

  Project and Service department head

  ProjectsHave lead and managed full cycle infrastructure LAN projects from Initiation, Planning, Execution as well as closure and handover to operations. While utilizing internal systems and PRINCE2/ITIL methodologies. Including the new wing of Carlton hotel Singapore’s guest network, data cabling work at Fullerton hotel, Hyatt/Hilton Singapore’s network infrastructure project upgrade and data cabling work. Devise project plans as well as monitor and constantly review timeline of projects managed and those managed by team.To raise, monitor and review all cost related to the specific project.Manage all project requirements, scope and any change requests from clients to be feedback to higher management if there is any need to revise contract or addendum.Chair regular meetings with clients of projects touching on progress, issues with follow up and reports.Mentoring of new engineers and regional project managers.Pre-SalesUnderstand customers’ requirements and devise network designs, user requirements and service offering upon site surveying client’s site.Involve in Pre-Bids/RFP's by providing devising ROI inclusive of capex/opex cost on targeted sales target.Devise Bill of materials for sales proposal. Including costs of all hardware cabling and resource costs.Work with vendors/SI for site surveys offering wireless and wired network infrastructure offering services such as VOIP, IPTV, broadband.Prepare for POC for customers requesting for integration with specific services by liaising with internal departments and vendors. And presenting it to potential customer's Show less

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  SingTel

  Dec 2009 - Jan 2017

  Lead Telecoms Service Delivery for Telecom Network Operations internationally for large contracts from the United States with monthly revenue totaling over USD 1 million dollars.Interact with partner country service providers for network outages and improvements.To manage the performance of network services to clients as agreed in the contract andensure that the Service Levels are achievedTo build services relationships with clients.Assist in Proposals for new circuits, working with sales in gathering costs of new circuitsPlan for improvement plans for client networks.Manage all dockets and interact with operations team which includes not limited to NOC, Solutions team, Projects, network design to manage outages and improvements to client networks.Work in pre-bid phase to provide inputs on service aspects used for bids.To ensure that systems, processes and methodologies as specified are followed to sureEffective monitoring, control and support of service delivery.Attend client service review meetings; areas covered will include performance reports,Service improvements, quality and processes. Show less

  • Manager, Service management - SingTel USA

    Jan 2012 - Jan 2017

  • Service Delivery Manager

    Dec 2009 - Sept 2012
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  Orange Business Services

  Jan 2017 - now

  Senior Customer Service Manager

  As a customer service manager i have total responsibility for the Quality of Service and Customer satisfaction for all implemented Orange Business Services in-sourced and outsourced (Network, IT Services, Mobility, Voice and/or integration solutions) services and solutions on assigned customer(s).(measured against Service Level Agreements).