Sam Giang

Sam Giang

NOC Operator

Location
Sydney, Australia
Industry
Telecommunications

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Sam Giang's Overview

Current
Past
  • Network Operation at Kordia Solutions
  • Technical Support & Network Operation with Mwan/LAN and Hosting Services(2 Roles at same time) at Telstra
  • Technical Specialist Customer Assurance Lvl 3 Support at Telstra Mobile
  • Network Operation at Telstra Mobile
  • Technical Support Level 2 at Telstra ISDN
  • Field Technican at Telstra Field services group
Education
  • Granville Tafe
Connections

100 connections

Sam Giang's Summary

I have 15 years experience with Telstra. I can give you not 100% of my performance but 101%. I work hard and keen to learn. I am a team player, good troubleshooting skills and I provide excellent customer services.


I took a redunancy in August 2009 and I decided to move back to Vietnam to spend times with Emily(my daughter). She was taking(abducted) away from me by my X-wife. I was in Vietnam from 11-9-09 till 25-6-2011. I arrived back to Sydney on 26-6-2011 without Emily(I lost the court case in Vietnam on 7-6-2011).

http://www.youtube.com/watch?v=4LD4KhTp29w&feature=relmfu

30-10-2012.... I finally brought Emily back to Sydney after 4 years, 7 months and 13 days with my Private Investigator. So happy.

System Tool Experience

• AXE, System 12, Unix, SQL, Cisco, T & DM, Nicads, MAC & EPIC, SDN Pilot, Netcool, Siiam, TTA, Rass, Axis, Mica, Conen, Itam, Mercury, Ericsson Mini Link TN, Map Info, Netrac, Vodaterm, Remedy, Spectrum and Data Miner.

Sam Giang's Experience

NOC Operator (Full-Time Shift Work)

Broadcast Australia

Privately Held; 501-1000 employees; Broadcast Media industry

September 2011Present (3 years 1 month) Artarmon

My Accountabilities are:

• Monitor services across Australia using Network Management Systems, Fault Management Systems and off-air monitoring-sound and vision.
• Analyse faults and pick trends to better improve service availability.
• Proficient in the use of the Alarm Management System (Spectrum & Data Miner) and Fault Management System (Remedy).
• Complete Analysis, Telemetry and Planned Outage training and competently be able to collate performance reports and be able to report competently on major faults and outages.
• Pass on correct and accurate information to the incoming shift.
• Accept, Acknowledge and respond to the transmitter alarm status, and initiate controls as appropriate. Communicate fault conditions to the Operations and Maintenance Staff, Customers and Service Suppliers. For example, Telstra/Optus/DDA and power suppliers.
• Reception complaints should be dealt with promptly and as per correct procedures. Ensure that there is no follow up issues with the complainants.
• Processing Emergency Plan Outages (liaising with broadcasters and Field Staff).
• Processing site access and liaising with Field staff and Customers.
• Undertake all activities in line with BA Group OHS, Security Policy and EEO.

Network Operation

Kordia Solutions

Public Company; 501-1000 employees; Telecommunications industry

July 2011September 2011 (3 months) Macquaire Park

Position: Network Management Operator (Shift work) at Kordia Solutions

My Accountabilities are:

• Liaise with field operations, MTX engineers, Network Engineer, Vendors and Clients to drive network and BTS resolution
• Monitor end-to-end performance of 2G/3G BTS(Nokia, Ericsson & Huawei), Microwave, Unwire networks and transmission path(SDH & PDH)
• Pro-actively logged faults for all critical and major alarms.
• Resolve all faults within SLA.
• Ensure all faults are documented.
• Escalation of faults to relevant group in accordance with procedures and guidelines.
• Ensure effective management of contractors and planned work.
• Provide a high level of customer service whilst diagnosing, testing and resolving remote BTS & Unwire problems.
• Taking inbound Customer Service calls.
• Manage major faults, ownership, and escalation of Major Outages to Customers, Managers and Network Engineer.
• Adherence to local area procedures such as OHS, Security Policy and EEO.

Technical Support & Network Operation with Mwan/LAN and Hosting Services(2 Roles at same time)

Telstra

Public Company; 10,001+ employees; TLS; Telecommunications industry

June 2005August 2009 (4 years 3 months) Sydney, Australia

• Monitors end-to-end performance of networks.
• Troubleshooting Network Operations issues and escalation as required.
• Provide excellent feedback to customers, level 3 support groups or stakeholders on the progress of currents faults.
• Provide 1st and 2nd level testing, diagnosis and fault isolation/restoration
• Perform pro-active event detection and resolution
• Provide immediate notification to customers of any un-scheduled interruptions
• Provide technical expertise in managing customers end to end routed and internet worked LAN/WAN services and solutions.
• Answering technical inquiries from internal and external customers.
• Responding to events so as to reduce the impact of unplanned outage.
• Updating customer on fault progress; Prioritise the response to alarms based on severity levels and SLAs; Trouble ticket creation and closure upon oresolution and confirmation with the customer.
• Perform or co-ordinate some network or site design aspects
• Service Assurance including proactive monitering, change and problem management.
• Perform Level 2 server incident resolution of USM alarms and Nagios.
• System performance management and reporting.
• Capacity Management.
• Facilities Management-Site access, racking power cable in IDC.
• Escalation of faults to L3 supports groups.
• Engagement of Vendors.
• File and Data Management-backups

Technical Specialist Customer Assurance Lvl 3 Support

Telstra Mobile

Public Company; 10,001+ employees; TLS; Telecommunications industry

May 2003June 2005 (2 years 2 months) Sydney

Achievements’ at Mobile: Great Customer Service Achievement Awards

My Accountabilities are:
• Provide single point of contact for escalated Level 3 customer faults, related to mobile network, product or handset.
• Fault queue management
• International roaming and wholesale faults
• First in fix of faults and identification & resolution plan for issues
• End to end management of faults and associated communication back to all parties involved
• Taking inbound Customer Service calls in a Call Centre environment
• Making Outbound Calls to provide feedback back to Customers
• Provide 1st and 2nd level testing, diagnosis and fault isolation/restoration
• Provide technical support to level 1 & 2, Account Executives, Sales and Customers related to mobile network, product and handset
• Reduction in CTR and multiple trouble reports from relationship and communication with front of house
• Provide expertise on specific projects as assigned by the Manager
• Assist and provide feedback in the development of processes as required
• Ensure customer service excellence by providing feedback to customers and internal staffs
• Other duties as directed by the Manager

Network Operation

Telstra Mobile

Public Company; 10,001+ employees; TLS; Telecommunications industry

September 2002May 2003 (9 months) Sydney

Position: Network Operation support at Telstra Mobile network Services provides high level specialist skill and expertise in the Operation, maintenance, development and integration of Mobile VAS & Data platforms (Pocketnews, Mobiledata, Multimedia Messaging Service, Wireless Application Protocol, GPRS, Telstra Online SMS).

My Accountabilities are:

• Responsibility for the day to day operation and technical performance of the, Vas & Data systems. This includes:
1. Major outage event Co-ordination
2. Major fault repair management
3. Liaison with regional and national support on performance issues
4. All hardware and software faults
5. Data configuration changed for routers and switches
• Provide the highest-level specialist support and feedback to level 2 and 3 staffs, Customers and Vendors
• Monitor end-to-end performance of mobile network
• Provide for mentoring and development of staff within the team
• Provide for development and improvement of processes involved in day to day operation of the Vas & Data. This include:
1. Daily routines, system backups and testing
2. Management of spares, documentation, tools and test equipment
• Troubleshooting Network Operations issues and escalation as required.
• Assist in network development, testing and implementation.
• Accept project management responsibility for integration and acceptance of new Vas & Data initiates

Technical Support Level 2

Telstra ISDN

Public Company; 10,001+ employees; TLS; Telecommunications industry

January 1996September 2002 (6 years 9 months) Sydney

Position: Technical Support (Team Leader) at Telstra ISDN Team, providing level 2 supports to customers. Received a certificate of excellence for continuing exceptional performance in the repair of ISDN customer faults in 2000.

My Accountabilities are:

• This position involves day to day supervision of the ISDN service assurance team. This includes setting work priorities and allocating manpower resource as required.
• Provide 1st and 2nd level testing, diagnosis and fault isolation and restoration and also provisioning new services.
• This position involves day to day supervision of the NSW ISDN RSG service activation team. This includes setting work priorities and allocating manpower resource as required.
• Manage Activation queue, as well as ensure that new service order meet CRD and TCD (Customer required day – Telstra Commitment Day) target.
• Provide ISDN technical support for private technician, Telstra installation technician on site and staff member.
• Providing ISDN Work Instruction and coaching to staff member.
• Liaising with ISDN Level 3 support staffs on complex technical issues.
• After hour ISDN level 2 support recall officer.
• Providing monthly report to Manager.
• Other duties as directed by the Manager of the NSW ISDN RSG.
• Lead a small team(<10), undertake the people development and their needs
• Ensure customer service excellence through constant interaction with the customers by taking inbound calls.
• Ensure Response/Restoration targets are being met.
• Perform the more complex service assurance functions and provide technical assistance to Telstra Internal Group.
• Co-ordinate ISDN faults escalation activities for the assurance cell.
• Provide coaching to staff members.
• Liase with Vendors and Level 3 support staffs on technical matters to ensure effective customer service assurance of ISDN services.
• Provide monthly report to Manager.

Public Company; 10,001+ employees; TLS; Telecommunications industry

January 1995December 1995 (1 year) Sydney

January 1995 to December 1995:

Position: Field Telecommunication Officer in installation and maintenance of Data, Voice and PABX at Telstra Field Service Group.

My Accountabilities are:
• Repair and Maintenance of the Customer Access Network including Cable TV.
• Repair and Maintenance of Simplex Products & Services (eg. single line services, ISDN OnRamp, basic Data)
• Installation or Repair of Complex CPE Products and Cabling (eg. PABX, SBS, Data & Special Services and associated MDF activities).
• Installation & Repair of Fixed Radio Access/Small Pair Gain Systems.
• Non-Network Interference work on Switches & Transmission (eg. Alarm resets, board changes under GOC direction, line conditioning and testing).

Sam Giang's Skills & Expertise

  1. Cisco Routing & Switching
  2. Fault Management
  3. Mobile Devices
  4. H.323
  5. Routers
  6. Telecommunications
  7. IP
  8. LAN Switching

Sam Giang's Education

Granville Tafe

Diploma, electrical engineering

19911994

completed CCNA in 2005 and obtained Austel Cabling Licence

Activities and Societies: I like working out at the gym since 1995

Sam Giang's Additional Information

Interests:

Working out at the gym since 1995

Groups and Associations:
Honors and Awards:

1. After joined MWAN Syd NOC in June 2006, i have received a Great Customer Service Achievement Awards from my National Manager " Brad Exton", 

2. I have received from my Team manager "Bonny Clark", National Manager"David Cheeseman" and  Account Executives" Anthony McCallum" at Telstra Mobilenet Customer Assurance Level 3 in 2005 for " Apprecation for the work I performed on a customer GPRS fault. It was a long standing fault which I managed to resolve through persistent and dedication.

3. I received a Award from my Team Manager " Peter Green " at ISDN RSG with a certificate of excellence for continuing exceptional performance in the repair of ISDN customer faults in 2000.

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