Amit Singh

Senior Associate @Ciena

Ottawa, ON, CA

I was hired to resolve complex network issues. My efforts enabled seamless global network operations and enhanced customer satisfaction.Key Achievements: Transforming Network Operations: Spearheaded technical resolutions for complex SDH/SONET/DWDM/OTN/ASON/WSON/SNMP/TL1 technology issues, leveraging expertise in Ciena 6500, RLS, and Wave Server/WaveServer Ai. Empowering Teams: Mentored and trained L1/L2 teams, fostering a culture of technical excellence and collaboration to drive network innovation. Driving Efficiency: Streamlined issue resolution through technical case audits, plan verification, and knowledge sharing, ensuring seamless network operations and customer satisfaction. Customer-Centric Approach: Built strong relationships with high-priority accounts, serving as SPOC and attending monthly ORMs to ensure tailored solutions and exceptional customer experience. Technical Thought Leadership: Drafted knowledge articles, MOPs, and root cause analyses, showcasing expertise and contributing to the advancement of network technologies. Technical Troubleshooting: Successfully replicated and resolved critical production bugs, collaborating closely with design teams to ensure seamless issue resolution. Account Management and Escalation: Served as the primary point of contact for high-priority accounts, ensuring timely issue resolution within strict Service Level Objectives (SLOs) and participating in monthly Operational Review Meetings (ORMs) to manage escalations and drive customer satisfaction.

Motivational Pathway

Bachelor of Technology (B.Tech.), Electrical, Electronics and Communications Engineering