Hafriz Kamal

• Provide Tier 2 network support SDWAN/Flexware
• Manage and monitor customer network (pro-active &
  re-active) as well as escalation from Service and Operations Manager
• Troubleshooting on various network device specifically on
  transport circuit issues (Juniper, Cisco, Velocloud/Broadcom,
  Vyatta, SilverPeak)
• Assist Tier 1 in bridge call and engaging Tier 3 for high
  level support
• Performed configuration, troubleshooting and hardware replacement of various network devices (Juniper, Cisco, Velocloud/Broadcom, Vyatta, SilverPeak)
• Worked with local service provider for any circuit issues

Position: Network Team Lead

• Served as Tier 2 network support for client Shell &
  IBM
• Support WAN/LAN and wireless infrastructure
  mainly Cisco and Aruba
• Perform network troubleshooting with multiple
  vendors (local telco and NCR) including hardware replacement
• Manage and monitor network escalation internal and
  external to meet customers SLA
• Ensure updates are to be sent regularly to management on high severity cases
• Focal point for hands-on training sessions for new staff members

Position: Subject Matter Expert (SME)

• Vyatta brocade SME (TAC support) for customer IBM Softlayer
• Focal point ticket quality and process for Shell
  account (sev1 & sev2 incident) and repeating/chronic
  incidents
• Weekly ticket reporting and audit to ensure SLA's are met
  accordingly
• SME for Aruba wireless
• Incident & Problem Management for highly escalated
  issues
• Focal point for Cisco RMA part return and reporting to ensure defective parts are returned by customer

Position: Backup Network Team Lead

• Served as Tier 1.5 network operations support for customer Shell
• Support WAN/LAN, wireless and load balancer
• Manage and monitor customer network (pro-active and re-active) and task assigned by team lead
• Responsible for Tier 2 engagement and provide assistance for network troubleshooting issues
• Responsible to engage local telco provider (Verizon, Level 3, BT) globally and external vendor (NCR) in providing support to Tier 2
• Served as a point of contact for external vendors, ensuring timely resolution of any technical issues impacting service levels

Position: Team Leader Global Network Operations (GNOC)

• Reduced downtime by proactively monitoring and troubleshooting network issues.
• 1st and 2nd level support in diagnosing network
  problems and troubleshooting
• Perform network changes configurations for break fix incidents
• Escalation and ensure incidents are worked base on ITIL standard
• Monitor team progress and provide training for new joiners on best practices in day to day GNOC operations, boosting their knowledge base while increasing overall team productivity.

• Provide 1st level support network monitoring,
  analysis and troubleshooting using Netcool
  monitoring system
• Bridge call with multiple vendors and local ISP for live
  troubleshooting
• Responsible for proactively monitoring 2700+ network devices globally over 200 clients
• Manage and support network device (Cisco, Wireless
  AP & Load Balancers)