Luke Stevenson

Working within a medium-sized team, I assisted in providing around-the-clock monitoring, maintenance and support for the Optus National Network, specifically dealing with local, national and international voice traffic, SMS and associated services.

• Handling of network faults, including major outages affecting critical services and equipment.
• Liaison with other technical workgroups, such as engineering, field services, customer service, customer fault management and other related groups.
• Prompt and effective handling of special and sensitive requests from Law Enforcement agencies.
• Pro-active reporting and investigation of network conditions to reduce impacts to services.
• Design, development and deployment of systems to assist with workplace co-ordination, knowledge storage and reporting.

Technologies Used: PHP, MySQL, HTML, XML, CSS, Javascript, Google Maps, LAMP, Perl, Linux, Open Source Packages (Wordpress, Joomla, etc.)

As part of the management group for the Rescue division of the Ku-Ring-Gai Unit, which comprises around 70 members, I was responsible for direct management of crew members when on jobs, higher level management of crews and resources during field operations and the training of members.

• Management of teams and other resources throughout a designated area during operational periods.
• Supervision of training within the department, including delivery of training sessions and individual coaching.
• Co-ordination of Team Leaders and to ensure coverage 24hrs a day, 7 days a week.

As the lead for an internal project, I investigated opportunities to develop internal solutions for Knowledge and Information Management within the Network Management Centre and the Networks Division as a whole. As the only person allocated to this project full-time, my role spanned everything from high-level planning to develop a big-picture solution through to liaising with users and representatives to ensure that the solution addressed their needs through to the actual coding and programming of the system itself.

• Creation of a Project Plan, identification of distinct phases for development and classification of goals which corresponded with those phases to provide a simple evolution of the system and usage.
• Investigation, installation and adaptation of Open Source solutions to create a single integrated system. (This allowed for massive savings on licensing costs, and expected savings on support and development costs in the future.)
• Creation of a website design and layout, which provided for easy identification of the system, navigation through the provided menus and systems, and also further customisation to allow individual workgroups to tailor the site to their needs and establish their own identity.
• Analysis of existing knowledge management and information storage solutions, their strengths and shortcomings and preliminary plans for the migration of those systems into the planned solution.
• Communication of project achievements and challenges to the team leaders in charge to ensure that they were aware of the current status of the system and the associated needs as they arose.

Technologies Used: PHP, MySQL, HTML, XML (incl. RSS), CSS, Javascript, LAMP, Linux, Open Source Packages (Wordpress, Joomla, etc.)

Working within the small Customer Fault Management Tier 2 team, I provided an internal escalation point for difficult, repeat or escalated customer faults and investigations. In this role I deal with difficult and sensitive or high-value customers, as well as assisting the Customer Relations Group with regards to legal and regulatory matters.

• Handling of repeat, difficult and unusual customer faults.
• Investigation of fault trends to identify root causes and options for proactive resolution.
• Liaison with vendors, internal stakeholders and providers to ensure the work practices used within the Tier 2 & Tier 1 groups were the most effective and efficient possible.
• Development and delivery of training material to the Tier 1 group to address skills gaps identified by fault trend analysis.
• Discussions with vendors to escalate and resolve fault trends identified within their equipment.
• Standing in for my manager during periods of absence or high demand, including management of the Tier 2 team, attendance to regular workshops and other meetings and delivery of reports and accompanying data.
• Design, development and deployment of in-house solutions to assist with fault trending, report production and workgroup performance/quality.

Technologies Used: Filemaker Pro (incl. CDML), HTML, XML, CSS, Javascript

Working within the Customer Fault Management (CFM) group on a 24/7 rotating roster, I provided a first point of contact for customer faults and technical enquiries with regards to the Local Access Telephony product. I performed first level investigation and diagnosis of faults, then either applied a resolution, provided customer education or escalated to an internal fixer group for action.

• Managing customer complaints, sometimes involving an irate or upset customer.
• Communicating with many customers (internal and external) with differing levels of technical aptitude and experience to communicate the details of the problem and gain further information and assistance to develop a solution.
• Education and development of members of my team on the technical and procedural guidelines and resources governing this role.
• Preliminary reverse-engineering of the Cable (Hybrid Fibre Coaxial) Network to develop working guidelines and procedures to expedite the diagnosis of faults and the handling of their resolution.
• Analysis and reporting on workplace statistics (Fault Data, ACD Call Records, etc.) to accurately record the performance of our team, and other teams in the group.

Technologies Used: Filemaker Pro (incl. CDML), HTML, XML, CSS, Javascript