Hugo Leonardo

Experience

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  PT Comunicações

  Oct 2006 - Sept 2007

  Operational Team Leader and Supervisor of Portugal Telecom's IPTV Service "MEO"- Team Leader and room management;- Customer complaint management;- Call Center inbound management;- Operator Audits;- Team coordination;- Coaching and new procedure's implementation; Multilingual technical support to the MEO IPTV customer services.Main responsabilities as follows:- Analysis and troubleshooting of Trouble tickets generated by inbound customer calls;- Inline support to the installation and configuration of customer equipments regarding their triple-play services;- Inbound contact and trouble ticket management and follow-up, escalating within the company's structure whenever necessary; Multilingual technical support to the SAPO DSL customer services Main responsabilities as follows: - Analysis and troubleshooting of Trouble tickets generated by inbound customer calls; - Inline support to the installation and configuration of customer equipments regarding their DSL/landline services; - Inbound contact and trouble ticket management and follow-up, escalating within the company's structure whenever necessary;

  • Team Leader and Supervisor

    Jul 2007 - Sept 2007

  • Technical Support IPTV

    May 2007 - Jul 2007

  • 2nd Level DSL Technical Support (Portugal Telecom)

    Oct 2006 - May 2007
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  Radiomóvel Telecomunicações SA

  Oct 2007 - Nov 2008

  CDMA ISP Technical Support

  Multilingual technical and contractual support to the ZAPP customer servicesMain responsabilities as follows:- Analysis and troubleshooting of Trouble tickets generated by inbound customer calls;- Inline support to the installation and configuration of customer equipments regarding the mobile internet service. - Inbound contact and trouble ticket management and follow-up, escalating within the company's structure whenever necessary;Additional tasks:- Design and update of automated Outbound Campaigns (PHP + MySQL);- Technical and Backofice support;- Trouble Tickets backlog management;- VIP Customer Outbound technical support;- Team Leader and Supervisor (last 3 months); Show less

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  Sonaecom

  Nov 2008 - Dec 2009

  3rd Level technical support (Backoffice) for Access and client-side services;

  Main responsabilities as follows:Processing of "ORALL" Agreement (between providers) network and/or client anomalies on leased lines.Follow-up of detected anomalies that are deemed Portugal Telecom's (the provider) responsability, including: - Troubleshooting and analysis of REMEDY Trouble tickets assigned to our department;- Reporting, follow-up and escalating of network anomalies to the provider Portugal Telecom; - Remote testing and troubleshooting on the various platforms before, during and after field interventions;- Trouble ticket closing or reassigning within the company's structure;- IVR call answering, regarding various pending interventions by the provider Portugal telecom;Technical support to field joint interventions between providers:- Remote testing and troubleshooting on the various platforms before, during and after field interventions;- Trouble ticket closing or reassigning within the company's structure;- IVR call answering, regarding various Used platforms as follows:Access:- Huawei iManager N2000;- Siemens AccessIntegrator (Domain Manager 8.3);Configuration Softswitch:- Local Maintenance Terminal SoftX3000;- WinFIOL;- Tekelec ProScan;CRM and Database Applications:- ARS Remedy; Show less

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  Sport TV

  Jun 2009 - Dec 2011

  Sports Broadcast Journalist - iMPACT Wrestling
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  Nokia Siemens Networks

  Dec 2009 - May 2012

  NOC Fault Isolation Engineer - Fixed Transmission/Access Monitoring and Troubleshooting

  Alarm monitoring and troubleshooting in the Operating platforms of SDH, CWDM, DWDM, Access(DSLAM) and Infrastructure on Nortel, Alcatel, Huawei and Sagem equipments. Main responsibilities as follows:- Monitoring and ensuring constant network surveillance and operation.- Identification of network related incidents, as well as managing the situation through to eventual rectification.- Working in a KPI-oriented fashion (Detection time, reaction time and other quality gates previously estabilished).- Performing actions in order to keep the network working at the highest capacity possible.- Diagnosing network incidents and providing troubleshooting support and solving anomalies remotely.- Coordinating technical field interventions on faults that cannot be fixed remotely and ensuring all the agreed procedures are followed.- Escalating more complex issues to higher technical levels within NOC and/or customer structure. - Elaboration of forensic reports on ALL Major network incidents.Used platforms as follows:Transmission:- Alcatel (Go Global RM & NM)- Nortel Preside Metro System Manager- Huawei U2000 DWDMInfraestructure:- T-Box- Dycec SSA- Dycec ARGOSAccess (DSLAM Access Equipments):- Alcatel AWS- Alcatel AMS- Nortel OPSCRM and Database Applications:- Clarify- Remedy- Oceane- Prosis- GIS Show less

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  Huawei

  Jun 2012 - now

  End-to-end owner of Network Operations of customer, managing both local and offshore Front-Office and Backoffice teams, to a total of 47 engineers. Main responsibility is to ensure the stability of customer's network, relying on proper activity planning and resource organization, whislt providing valuable insight and calculated decision-making.- Ownership of all contractual SLA/KPIs related to Managed Services and Vendor suppport.- Prioritize service stability and restoration over any other task.- Act as escalation point of contact internally and externally, providing timely updates to Senior management and stakeholders.- Team capacity dimensioning in respect to customer contract requirements, while remaining budget conscious.- Hire, develop and retain capable talent. Design capability improvement matrix in line with company's strategy and establish succession path for key positions.- Establish routine reporting on all NOC relevant metrics.- Organize regular Info-sessions, as well as 1on1 sessions with team members in order to promote the organization's atmosphere and stability.- Participate regularly in customer meetings to ensure their voice is heard and all expectations are fully aligned and met.- Hold offshore team alignment meetings, where performance is discussed and improvement measures are implemented.- Participate on the onboarding and integration of new equipment and service into operations, from pre-sales to final acceptable. Show less End-to-end owner of the customer (vendor) support Business Unit for Switzerland, coveringmaintenance service projects to all Operators.- Responsible for managing all Service Project Managers, ensuring they follow all internalregulations as a vendor support provider, as well as all contractual obligations tocustomer.- Second level of management escalation for all vendor support customers, interface to allcustomer operational D level stakeholders for fault and problem management.- Second level of escalation for Incident management, interface to all customer D and C levelstakeholders depending on the level of the incident.- Cyber Security SPOC (single point of contact) of Huawei Switzerland Delivery & Servicedepartment towards Huawei regional office.- Responsible for the implementation of any Cyber Security requirements for all D&S BUs(Assurance, Managed Services, Engineering, Supply Chain and Procurement).- Budget and Rolling Forecast approval on all Maintenance projects- P&L Analysis and cost improvement plan on BU level- Deep involvement on BCM assurance plans for US restrictions and COVID19- Pre-Sales support during project bidding phase for E2E Service Cost calculation, based oncustomer's RFQ and equipment sale BOQ. Show less Besides managing a team whose main responsibility is the end-to-end network Assurance for a major swiss operator, I was also the SPOC towards customer for the vendor support side of Huawei.4 main areas of responsibility:- Incident Management- Problem Management- Fault Management- Change ManagementMain tasks:- Act as the SPOC for any kind of network incident, taking the lead in coordinating and guiding all 40+ local NOC and 20+ remote resources towards timely resolution (Under SLA).- Responsible for the communication flow during incidents, informing and updating both Huawei’s and Operator’s major stakeholders.- Manager On-Call duty, assuming the responsibility of NOC Manager out of business hours.- Full RCA responsibility end-to-end, coordinating with partners, vendors, customer and internal resources to finalize the root cause analysis and suggest improvement measures.- Owner of ticket KPIs and SLAs, as well as responsible for following up on long-running tickets and handling ticket escalations.- Final approver of all network changes, convening CAB meeting whenever necessary. Show less Manager of a team whose main responsibility is the end-to-end network Assurance for a major swiss operator.4 main areas of responsibility:- Incident Management- Problem Management- Fault Management- Change ManagementMain tasks:- Act as the SPOC for any kind of network incident, taking the lead in coordinating and guiding all 40+ local NOC and 20+ remote resources towards timely resolution (Under SLA).- Responsible for the communication flow during incidents, informing and updating both Huawei’s and Operator’s major stakeholders.- Manager On-Call duty, assuming the responsibility of NOC Manager out of business hours.- Full RCA responsibility end-to-end, coordinating with partners, vendors, customer and internal resources to finalize the root cause analysis and suggest improvement measures.- Owner of ticket KPIs and SLAs, as well as responsible for following up on long-running tickets and handling ticket escalations.- Final approver of all network changes, convening CAB meeting whenever necessary. Show less Part of a team whose main responsibility is the end-to-end network Assurance for a major swiss operator.4 main areas of responsibility:- Incident Management- Problem Management- Fault Management- Change ManagementMain tasks:- Act as the SPOC for any kind of network incident, taking the lead in coordinating and guiding all 40+ local NOC and 20+ remote resources towards timely resolution (Under SLA).- Responsible for the communication flow during incidents, informing and updating both Huawei’s and Operator’s major stakeholders.- Manager On-Call duty, assuming the responsibility of NOC Manager out of business hours.- Full RCA responsibility end-to-end, coordinating with partners, vendors, customer and internal resources to finalize the root cause analysis and suggest improvement measures.- Owner of ticket KPIs and SLAs, as well as responsible for following up on long-running tickets and handling ticket escalations.- Final approver of all network changes, convening CAB meeting whenever necessary. Show less

  • NOC Manager - Sunrise Managed Services

    Oct 2021 - now

  • Customer Support (CS) Manager - Switzerland Rep. Office

    Jun 2018 - Sept 2021

  • Manager of Network Assurance / Customer Support Service Project Manager - Sunrise

    Jan 2016 - May 2018

  • Manager of Network Assurance - Sunrise Project

    Jul 2014 - Dec 2015

  • Network Assurance Engineer / Deputy Manager - Sunrise Project

    Mar 2013 - Jun 2014

  • NOC Team Leader for Transport, Data, Access and Voice Engineers - Sunrise Project

    Jun 2012 - Feb 2013