London, England, United Kingdom
Service Delivery & Project Coordination professional with 10+ years’ experience in managing global telecoms infrastructure across EMEA, APAC, and North America. Proven expertise supporting large-scale SD-WAN and MPLS environments and circuit lifecycle management. Overseeing circuit provisioning, migrations, and lifecycle management across multi-vendor ecosystems. Strong background in vendor management, SLA governance, and service optimisation, with a focus on improving performance, cost efficiency, and operational visibility. KEY TECHNICAL SKILLS: *Networking & Telecoms: SIP, SDWAN, PSTN, VoIP, MPLS, Number Porting (Fixed & Mobile). *Project Tools: Jira, Monday.com, Google Workspace, Microsoft Excel (Advanced), Looker. *Monitoring & Analysis: Splunk, SIP Tracing Methodologies: Project Governance, Stakeholder Engagement. *Communication: Strong written and verbal communication, stakeholder reporting, customer updates
*Acting as the primary service specialist for SoGEA, FTTP, Ethernet, and VoIP products for DIA and Layer 2/3 Wholesale services. * Managing end-to-end provisioning, upgrades, and renewals of high-capacity circuits ranging from 300Mb to 100GB across a multi-product telecoms portfolio. * An expert in-life support, ensuring new and in-flight orders progress efficiently through supplier portals and provisioning workflows. * Identifying and resolving appointment failures and provisioning exceptions to prevent order jeopardy. * Managing order escalations and supplier relationships in a fast-paced delivery environment, with a familiarity of OR DSO/HLE processes. * Managing P1 incidents and identifying whether issues relate to customer equipment, the access network or core infrastructure. Adding root cause signatures to knowledge base and creating triage checklist. * Fault management: first-line diagnostics, isolation (CPE vs Access vs Core), supplier escalation (Openreach/BTW/Gamma/PXC) repeat faults.
* I worked on delivering large-scale SDWAN overlay project for 2700+ sites. * APAC/EMEA/NA (North America) dealing with vendors such as Telstra/AT&T/Verizon * I served as main customer POC for circuit migrations, activations, and vendor dependencies across multiple regions * Producing weekly and ad-hoc delivery reports, including structured action logs and executive summaries for senior stakeholders. * Coordinated with suppliers to optimise delivery timelines and reduce service delays * Service Activations, working with onsite teams to schedule and ensure successful service activation, testing, and post-activation support. * Providing regular order updates, logging progress in WIP Reports, and conduct managed review calls for excellent service. Key Achievement: Played a central role in delivering complex, multi-site service activations, maintaining timelines despite evolving risks across a global deployment.
My responsibility is keeping the project management team updated on order progression and answering vendors' queries, such as Colt/Gamma & BT Openreach, by email/phone within the agreed SLAs. Also collaborating with other key stakeholders such as the Sales team, Service Delivery and as well as escalating and coordinating the work of other functional departments to ensure tasks are completed promptly. I worked with the escalations manager to ensure that orders followed the shorter pathway from signature to billing and ensured provisioning conforms to our client’s product SLAs. · I handled provisioning orders with Gamma, BT Openreach, Colt; tracked issues and escalations. · Provided project updates to stakeholders and collaborated with Sales and Escalation teams. · Oversaw BT999 records, number allocations, MNP, and decommissioning requests. Key Achievement: · Streamlined vendor coordination, cutting order turnaround times by 20% within SLA windows
I am a results-driven 1st/2nd Line customer support analyst with expertise in customer onboarding, technical issue resolution, and cross-functional collaboration. Skilled in managing competing priorities within IT and Telco departments, communicating effectively with stakeholders, and leveraging knowledge such as SIP, VOIP, and Number Porting – Fixed & Mobile to deliver accurate solutions. Committed to seamless service delivery and exceeding customer expectations. * Delivered technical support (1st/2nd line) and customer onboarding for SIP/VOIP services. * Contributing to process documentation, standard operating procedures, and BAU handover packs to support knowledge transfer * I managed provisioning, escalations and ticket resolution via Jira & Zendesk CRMs. Key Achievement: · Improved first-time resolution rate by 25% by creating and sharing internal training documentation