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Network Monitoring Center

Moldtelecom JSC

• Location: Chisinau, MD
• Address: 10, Stefan Cel Mare Street, Chisinau, MD 2001
• Website: www.moldtelecom.md

Role: Technical Support Operator/Technician

• Start Date: 2011-04-17
• End Date: 2012-01-30

Responsibilities:

• Monitoring of Cellular Network Elements/Core Network 24/7 - 2G(CDMA)/3G/4G
• Monitoring Changes, Network Upgrades
• Analyzing the alarms from Network Monitoring System and creating incident/problem - trouble tickets
• Escalating incidents to support teams responsible for solving
• Administrating Incident remediation processes according to Service Layer Agreement(SLA) and ensuring minimal disruption to the service and fast service restoration
• Participation in solving organizational problems
• Providing effective resolution to incidents in accordance with the site priority level
• Checking and closing solved incidents
• Providing support to colleagues in other departments (or other companies) in matters within my responsibility
• Delivering accurate post-incident reports, Shift Reports
• Keeping up-to-date infrastructure database, network diagrams, technical documentation

Customer Support Center

Role: Technical Support Operator/Technician

• Location: Chisinau, MD

Responsibilities:

• Receiving telephone calls from customers, or callback
• Solving subscriber's issues with using services, such as Broadband Internet, IPTV, Fixed Telephony, Mobile Internet, and Mobile Telephony
• Remote connection to terminal equipment, configuration, or changing connection settings using provided specialized software
• Providing technical support to subscribers who have difficulty in using services when there is no connection to terminal equipment
• Providing support to colleagues in other departments in matters within my responsibility
• Trouble ticket management.