Experience

• 

  M1 limited

  Jun 2002 - May 2011

  Senior engineer

  • Responsible in handling NGNBN Voice Over IP IMS digital fixed line service.• Responsible for implementation, operation and maintenance in NOKIA GSM Circuit Switches MSC and HLR, NOKIA 3G MGW, 3G SGSN, Cisco Site Switches and NGN Fixed line broadband services.• Perform network configuration changes e.g. creation of network data such as Signaling network data, Global title translations, call routing destinations, tree analysis, triggers & service set. Direct hands on experience on system hardware e.g. replacement of faulty equipment such system hard-drive, E1 cards Signaling-interface cards etc. • Perform ATP test for newly integration of newly telecommunications switches and application servers to Core Networks.• Operation and maintenance in HuaWei 3G SGSN.• Support in software upgrade MSC, HLR and MGW.• Routine tasks include International Roaming IREG 24 testing, IR27 Video Call Test, Prepaid Camel testing, International SMS, 2.5G and 3G GPRS basic test and debugging subscribers’ complaints.• Debugging network problem, international roaming inter-working issue with roaming partners and providing solutions to network fault and outage.• Handling subscribers’ complaints, providing solutions and support to Customer Service Call Centre and Customer Service Centers.• Coordination with various departments on network performance, fraud and dispute issue.• Contacting subscribers when needed due to services issue and acting as a support to Customer Service to interact with subscribers.• Leading a team of six technical specialists in performing daily routine operation and maintenance tasks.• Operation and maintenance in Mobile Number Portability Syniverse L-SMS servers and TEKEKEC system.• Project management and support in new mobile services.• Internal and external coordination with Marketing, Customer Service, Fraud Management, SIM Management, Knowledge Management team and vendors. Show less

• 

  Bics

  Jun 2011 - Dec 2020

  • Mobile messaging designer. Communicating and coordinating with customers (MNO, Aggregators and OTT) on setting up SMS services (SMPP, SS7).• Projects collaboration, implementation and activation of Messaging services in SS7 and SMPP SMS (A2P, P2P) with MNO, Aggregators and OTT customers.• Projects implementation and activation of MPLS network in IPX and GRXservices (BGP) to interconnect with global operators and peering partners forroaming service.• Projects implementation and activation of Signalling services – Diameter, SCCPSignalling and SIGTRAN to interconnect with global operators for roaming service. • Provide close relationship and discussion planning with international operators on project deployment, networks’ migrations planning, schedule, migration deployment, services roll out and product documentation.• Supporting customers before and after launching of services, migration analysis, service performance and fault investigation.• Managing customers’ expectations and relationships with respect to timely delivery of the services and excellent quality of support.• Maintaining close relationships with On-Net global customers in supporting them to ensure success in rolling out of roaming services. Show less • Joined BICS in June 2011 as Service Assurance Engineer.• Promoted to Specialist Service Engineer in 2012. • Supporting network operation centre by providing quality services and resolution for customers’ complaints for Voice products in ISUP, VoIP (SIP), TDM, Voice VAS service such as Freephone, Geographical numbers and Mobile Data services in LTE, SMS, MMS, STP, Roaming, Instant Roaming, Signaling and GRX.• Using NGN Switches – Veraz and Sonus Switches.• Project Management. Specialist in GRX. Act as SNA main representative in design and implementation of GRX and MMS repair processes, troubleshooting tools (GRX, IPX) and procedures.• Customer Focus. Supporting internal and external customers and provide solutions to issues and technical expertise questions.• Communicating and liaising with customers’ by understanding and ensuring their issues are resolved. • Provide proactively monitoring of customers’ voice and messaging services to ensure smooth operations and services. • Action as escalation point for account managers to raise feedback and resolver to issues.• Focus on building and maintaining customer relationships, quality of services, customer service and meeting customer satisfactions. Show less

  • Senior Service Engineer

    Mar 2016 - Dec 2020

  • Specialist Service Engineer

    Jun 2011 - Mar 2016
• 

  Twilio

  Jan 2021 - May 2022

  Yield manager

  • As a Yield Country Manager, I am responsible for APAC regions such as India, Thailand, Singapore, Philippines, Myanmar, Nepal, Sri Lanka, Malaysia, Hong Kong and Australia.• To analyse and implement messaging routings to ensure the highest quality and high profitability returns in gross margin and revenue.• Responsible for setting up special custom routings for VIP accounts.• Working closely with stakeholders, internal departments, aggregators and carriers providers to maximise profits.• To provide analysis and detailed business planning strategies with in-depth understanding of customers’ expectations, to win market share and evaluate goals to ensure optimal performance to succeed for new opportunities.• Form trusted working relationship with aggregators and providers to achieve strategic winning partnerships. Show less

• 

  Vonage

  May 2022 - now

  Global messaging specialist (ott)

  • Work as Global Messaging Specialist under the Carrier Management Team. I am responsible for driving the revenue and margin growth of the International Messaging business for key accounts like TikTok, Facebook, WhatsApp and Snapchat. • Collaborating closely with our Carrier and Sales teams to develop and implement regional strategic plans. • Responsible for APAC and global regions, to ensure overall traffic to keyglobal destinations (Indonesia, Russia, Bangladesh, India, Pakistan and more) are driving revenue and margin growth. • Work with cross functional teams (Sales, Business Development, ServiceOperation teams) to create and execute strategic business plans to meetOTT revenue targets, business review with all internal stakeholders to strategize for new growth opportunities. • Perform troubleshooting for escalated issues and building custom routings for key OTT accounts.• Business performance, proactively monitoring, analyzing traffic trends and critical alarms using tools such as Ascade, Texter, Tableau BI reports, JIRA to support investigations. • Working to ensure cost and quality optimization, and feature delivery. Coordinate with suppliers and operation teams to investigate and remedy issues when needed. • Accountable to achieve Profits and Losses objectives. Including dailymonitoring of profitability and quality delivery. Key achievements included managed daily revenue of above €50K and direct margin of above 15% for overall TikTok accounts. • Offering expertise and support to the account managers. This includes analyzing reports and offering recommendation solutions.• Collaborate with regional sales managers to define pricing proposals for RFP (data gathering, margin calculation). I am responsible for working closely with the TikTok account manager in pricing and cost reduction while improving revenue and direct margin. Thereafter, to analyze existing customer results and assess the impact of any price changes. Show less