Allan Button

Network Operations Center Technician @Cogeco Connexion

Burlington, ON, CA

Responsible for monitoring and managing Cogeco’s entire Network infrastructure including DataCom, High Speed Internet, VoIP, IP and Digital and Analogue and SDV networks. Work with field technicians of various disciplines, as first level support in the prevention and timely resolution of circuit and network outages. Responsible for outage identification, analysis, change management, process improvement. Works with the technical call centre and other parties to support in the prevention and timely resolution of outages. Responds to the Network alarm situations and customer service interruptions by opening trouble tickets and carrying out diagnostics. Coordinates and participates in the testing with customers, field staff and other carriers as required with the mandate of meeting specific NOC objectives. Customer outage identification, analysis, and trending. Truck Roll Pool management - creating and scrubbing MRO’s on truck roll tickets. Investigates and analyses inbound “truck roll initiated” tickets, customer billing system information and communication between NOC and Technical Call Centre for trends and risks to identify area-wide service interruptions and/or technical failures for all Ontario systems. Change Management – coordinating, communicating, and reporting all E&O Change Management processes and tickets leading up and including the CAB and deployment phase, Communication with external partners and carriers on change management (NOC-to-NOC) Liaises with the system’s technical departments to coordinate maintenance activities ensuring all the systems affected are notified. This includes change and additions control activities. Coordinates customer circuit releases with the appropriate Network users and maintenance groups.