• Responsible for monitoring of faults from AT&T, DirecTV Server, Database, Virtual Machines and Cloud via autogenerated email and perform specific task using Remote Desktop Connection, accessing nodes and clusters of Spectrum, Collabrent, STMS, Weblogic/Unix, RIO LTE, and ASMM to perform troubleshooting on network and perform remote stop/start , Health check ,upgrade and software install
• Update Workday for Personal information, certificates , skills and training
•Accessing account in Pulse Secure and Appgate with Multi-Factor Authenticator like Symantec Validation and Identity Protection, RSA Security and Okta.
• Identify, analyze and repair product failures. Request parts replacement as needed
Install, Troubleshoot, Repair and Maintenance of Mechanical Parts (Hardware peripherals such as Receipt Printer, Journal Printer, Card Reader under EUROPEE-MASTERCARD-VISA, Dispenser, UPS-Uninterruptible Power System, Monitor, Touch Screen, Universal Serial Bus (USB) and Power Cable Rewiring, CPU-Central Processing Unit, Vault Lock [Dial / Electronic], Fascia Frame, Decals, Anti-Skimming Device)
• Upgrade/Downgrade, Install, Troubleshoot, Repair and Maintenance of Computer System (Software such as accessing windows admin, Aptra Advance NCR(formerly National Cash Registry) Direct Connect-AANDC , Internet Protocol [IP] configuration)
• Conduct Quarterly schedule for Preventive Maintenance and Inspection for all ATM machines in the whole Region/Area
• Identify, analyze and repair product failures. Request parts replacement as needed
• Provide technical product training and basic user functionality training to customer base when required
• Work closely with Bank Personnel to implement appropriate policies to manage work flow and communication to ensure Customers Satisfaction maintain
• Improve soft skills ability to maintain good relation with Clients/Customers
• Provide on-site ATM technical product support, installation or Preventive Maintenance
• Escalate technical issues to Team Leader/Field Service Management as needed
• Escalate customer issues to Field Service Management
• Interact with Customer Support, Sales, Marketing, and Senior Management to continually evaluate and improve product support solutions channel and strategy
• Update Electronics - Enterprise Services Device (Paperless Report) for on-time reporting of work/job result and findings whether task given were suspended, completed or rescheduled for Work Order Status and for every action done per task/work order. And send Electronic-Engineer’s Report (EER) with Name and Signed by Bank Personnel
• Maintain the required Key Performance Index (KPI) required by company
• Follow work done in accordance with Company Memo
Manage and maintain the Globe Telecom (GT) Alarm/Fault Monitoring Systems in:
Base Transceiver Station (BTS) / Base Station Controller (BSC), Radio Network Controller (RNC), Network Subsystem (NSS), Wireline, Wireless Core Switch, Transmission and IVI [IP(Internet Protocol)/VAS(Value-Added Service)/IN(Intelligent Networking)] from causing subscribers services degradation and interruptions.
• Perform first line troubleshooting and maintenance of Nokia 2G and 3G networks up to escalation to respective Field Operations Engineer, Facility Management Engineer, Radio Network Operation Engineers, Project Management Integrator and to subordinate customer service support of Globe, the one that answers customers concern.
• Development of knowledge and skills in network and system administration, particularly with regards to GT’s own architecture and platforms.
• Proficient in Fault Ticket Management (Issuance/Creation) thru Clarity OSS C10/C12.
• Handle monitoring tools such as: iManager, M2000 and U2000, Xmanager4, 5620 SAM Client, Clarity OSS (C10 and C12), NetNumenN31, Nokia Siemens Networks Alarm Monitoring System, and Unix Router.)
