Emmanuel Obi

Experience

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  Huawei

  Jul 2009 - Jan 2012

  ● Fault Management of Transmission Network● PDH/SDH and Ethernet Service and SNCP configurations. (optix fibre and Microwave)● Site upgrade, integration and Expansion● Good understanding of the use of NMS iManager U2000 and N2000 for Transmission Networks and uploading of OSN/Microwave/backbone Radios for monitoring and troubleshooting.● Ensures 24/7 shift monitoring and reporting is available for all technologies as needed.● Recording occurred faults in the network and steps taken to resolve them.● Loopback test on drop port for different multiplexers● RSL and Errors check on different SDH Multiplexer cards● Generating daily performance reports of the network and following up on issues to meet customers' requirements,● Interface between technical clients for problem resolution, Raising change requests (CR) and implementing work orders(WO),Monitors Transmission Fiber optics/Microwave links for failures andescalate to the respective service providers and customers for quick resolutions,● Service configuration on Microwave Radios and Hardware Installations● Mapping of E1s● Issue and Reviews Trouble Ticket reports against SLA and recommends follow-up actions,● Presents a daily status report of all leased lines and recommends follow-up actions when there are issues,● Categorize and follow up on all Alarm issues, Network Outages, Customer complaints, preventive and corrective maintenance activities for quick resolution● Troubleshooting from 1E1 to STM64, Providing technical support and Issuing access codes to field engineers.● Worked in collaboration with Alcatel, Nokia Siemens and NERA for network problem resolution. Show less ● Manage Team resource● Fault Management of Datacommunication Network● Site to Site Expansion of IP/MPLS Backbone for Etisalat Nigeria and integration into a network management system for monitoring.● Expert in NMS iManager N2000 DMS system for Topology management, Importing Routers, Creating links, Setting telnet parameters, NE data backup/restoration, Importing device interface and Creating instances for Monitoring and ensuring maximum performance of the IP BackboneRouters.● Analyzing and Daily Report of Inbound/Outbound Traffic utilization and packet loss to customers for Network resolution.● Switch and Access point configuration and installations.● Hardware installation and power,● Software upgrade and integration of the Router to the Network● Cpos swap to GE,● Routine management of IP Backbone, Transmission links and Equipment,● Support and follow-up on Trouble Tickets raised in the Network.● Termination of optical cable on Datacom equipment, Escalation of all faulty devices and network faults detected to the Field Support Engineers.● Termination of optical cable on Datacom equipment,● Liaises and Troubleshoot with Field Maintenance Engineers via phone asregard Network outages,● Interface between Customer (Etisalat) and the Vendor (Huawei).● iWebreport. Show less

  • Transmission(OSN) NOC Engineer (Huawei-Etisalat Managed Service)

    Jun 2009 - Jan 2012

  • Datacommunication NOC Engineer (Team Leader) - Etisalat MS Project

    Jul 2009 - Jan 2010
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  Alcatel-Lucent Enterprise

  Jan 2012 - Dec 2015

  Transmission Backoffice Support (Alucatel-Etisalat Managed Service)

  ● Provided necessary high-level technical support for regional field support engineers in the resolution of transmission and BSS faults● Provided support to ensure effective maintenance for SDH and PDH transmission equipment● Designed DCN for SDH transmission in metro and backbone area through OSN MUX, RTN via GNE● Organized and co-ordinated daily testing, commissioning, acceptance (PAT) and test service of ADM/SDH-related works● Installation, configuration, documentation, maintenance and troubleshooting of a variety of end-user hardware, software and peripherals required to support the central server and ensure all equipment is available for creation, modification, deletion, MSP/SNCP protection in E1/T1, STM-1, FE/GE level● Liaises with regional field support engineers toward the resolution of prolonged and repetitive transmission faults and Ensures that outage time is minimized● Isolate and resolve End-to-End routing and connectivity issues● Liaising with customers on change of request implementation and execution● Incident Ticket creation/Field dispatched incident ticketing and Change management ticket creation on Global ITSM● Responsible for spare management and inventory reconciliation● Maintains KPI between field maintenance engineers (FME) and 3rd Party● Ensure Network TCH availability of 99.95% is achieved as agreed on the SLA with the customer● Responsible for coordination of transmission network capacity up-gradation/Swap project● Responsible for field maintenance implementation and reporting● Responsible for field and integration related MDT/TCN application and follow-up● Ensure all Transmission faulty are resolved and proper RCA documented for reference purposes Show less

• 

  Nokia

  Jan 2016 - Jan 2020

  ● Spearheaded a cross-functional team of over 26 NOC (Network Operation Centre) Engineers to monitor the network 24/7/365, ensuring SLA/KPI fulfillment and initiating corrective actions.● Developed, refined, and documented NOC policies, processes, procedures, and associated system requirements, driving their implementation and usage● Achieved a significant improvement in network availability, increasing from 85% to 98% through proactive network maintenance and infrastructure upgrade.● Controlled operational efficiency using measurable goals and benchmarking data. Achieved a 63% lead time reduction of networking faults by introducing LeanSix Sigma Methodology● Reacted to emergency faults and ensured all faults were rectified promptly within the contracted SLA.● Customer complaint handling and resolution● Incident Ticket creation/Field Dispatch incident ticketing and Change management ticket creation on global ITSM.● Proffer solutions to repetitive transmission network faults affecting network quality and availability● Ensure that all preventive, corrective and configuration Work Orders/ Change Requests are duly implemented and according to the Work Order process● Work with a team to ensure 99% TCH availability and CDR cases on the network.● Support to 2G/3G/4G LTE Front office Engineers to identify transmission issues and quicken resolution.● Isolate and resolve end-to-end routing and connectivity issues● Liaising with customers on Change request implementation and execution.● Logical configuration of external alarms for efficient network management.● Coordinate transmission routing plan and interconnectivity between network elements.● Attends quality of service meetings with customers to review SLA/MTTR.● Resolution of Call drops, HSDPA Frameloss, Commonuplink and E1 fluctuations.● Coordinate with other departments for rollout, capacity,quality and operational issues. Show less ● Coordinated the activities of six region supervisors in resolving Transmission outages.● Generated daily performance reports of the network and followed up on issues to meet customers' requirement● Provided on-site second-level diagnostic and restoration, technical support to subcontractors in resolving transmission and BSS network elements problem● Proffered solutions to repetitive transmission network faults affecting network quality and availability● Ensured that all preventive, corrective and configuration Work Orders/ Change Requests are duly implemented and according to the Work Order process● Worked with a team to resolve TCH availability and CDR cases on the network.● Isolated and resolved end-to-end routing and connectivity issues● Liasing with customers on Change request implantation and execution.● Logical configuration of external alarms for efficient network management. ● Carried out routine and preventive maintenance works on transmission and BSS network equipment to minimize network downtime. ● Coordinated transmission routing plan and interconnectivity between network elements.● Introduction to Ethernet over SDH, provisioning and commissioning of ISA card: ES1, ES4 card release 1.2 on ADM 1662 SMC Show less

  • Network Restoration Service Lead/Change Management Co-Ordinator

    May 2018 - Jan 2020

  • Network Restoration Service Engineer Prof/Change Management Co-Ordinator (Nokia-Etisalat MS)

    Jan 2016 - Apr 2018
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  9mobile

  Feb 2020 - Jun 2024

  Snr Technical Support Professional & Enterprise Operations (Team Leader)

  ● Business Support, Customer Experience, Networking and Operational Management.● Combine technical expertise with customer service to advise both customers and employees and troubleshoot hardware and software issues● Fault Management, Managed Services, System designing, Computer Networking, Securing system servers and the database.● Maintained enterprise customers’ satisfaction by ensuring prompt response to outage escalations● Implementation of work orders to integrate new enterprise clients on the network● Delivered exceptional support and positive customer experiences● Monitored and ensured adherence to agreed SLAs by vendors.● Provided plans for new services, integrations, and expansions.● Generated service availability reports for the enterprise clients to fulfill their financial obligations● Navigated through multiple systems and tools to research, comprehend, and deliver real-time solutions to customers.● Responded to users experiencing difficulties with computer systems, providing timely and effective solutions● Consulted user guides, technical manuals, and other documents to research and implement solutions for complex technical issues● Provided advice and training to users in response to identified difficulties, enhancing their technical proficiency● Collected, organized, and maintained a problems and solutions log for use by other technical support analysts, enhancing team knowledge and efficiency● Participated in redesigning applications and other software to improve user experience and functionality.● Set up equipment for employee use, performing or ensuring proper installation of cables, operating systems, or appropriate software● Performed Web-server backup and recovery operations, safeguarding data integrity.● Used analytical skills to isolate and resolve complex technical issues through appropriate troubleshooting methodology● Prepared weekly and monthly reports on transmission performance, availability, and fault analysis. Show less

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  Teleperformance

  Jul 2024 - now

  Information System | Technical Support Specialist

  • Experienced in diagnosing technical issues and offering in-depth backend support and troubleshooting.• Provided business systems, network and internet support to users in response to identified issues• Direct interaction with the customer, managed inquiries, provided technical support and ensured satisfaction.• Combined technical expertise with customer service to advise customers and employees while troubleshooting hardware and software issues.• Diagnosed and resolved network connectivity issues in both WAN and LAN environments• Used analytical skills to isolate and resolve complex technical issues through appropriate troubleshooting methodology.• Collected, organized and maintained a problems and solutions log for use by other technical support analysts.• Troubleshoot and resolve technical issues using established tools and procedures• Ensured proper escalations during outages and followed up with customers until resolution.• Familiar with network infrastructure including wireless access points, routers, switches and cabling.• Participated in an on-call rotation, providing after-hours support as required Show less