Charles Souter

Working in a Network Operation Centre managing 600+ customers, both Commercial and Government. Responsible for Network continuity, fault identification and resolution and technical assistance to Implementation, Planned Activities, Customer Service Managers and Sales teams.

• Administered real‑time network monitoring to maintain operational stability and ensure compliance with internal and vendor protocols.
• Utilised monitoring platforms including HPOV, Netcool, Smarts, and Real‑Time Management to detect and resolve service‑impacting incidents.
• Restored customer services during active faults by applying technical solutions and coordinating engineering resources.
• Supported multiple core technology transitions: X25/Frame Relay → XOT/EIGRP → MPLS → VLAN → METRO.
• Adapted to evolving vendor technologies including Cisco, Juniper, and Nokia/Alcatel.
• Provided clear, timely updates to customers, maintaining trust and transparency throughout incident lifecycles.
• Conducted root cause analysis to identify recurring issues and implement long‑term fixes.
• Developed and delivered training programmes to upskill junior team members and improve operational capability.
• Facilitated communication across teams to enhance collaboration during service recovery activities.

KEY SKILLS

• Network monitoring & incident response
• Rapid identification of customer‑impacting faults
• Technical troubleshooting & service restoration
• Multi‑vendor environments (Cisco, Juniper, Nokia/Alcatel)
• Monitoring tools: HPOV, Netcool, Smarts, Real‑Time Management
• Escalation management (internal & external)
• Customer communication & service transparency
• Root cause analysis & problem resolution
• Team collaboration & knowledge sharing
• High‑pressure decision‑making

Qualified Communication Systems Technician responsible for installation, maintenance and repair of Terminal and Ancillary Equipment both in the office environment and field, completing my service ranked Sargent, responsible for a Squadron Workshop, maintenance programming and technical support both in the field and Barracks.

• Worked for two 6 months tours with United Nation in Cyprus and Namibia, providing technical support to their communication Networks, both Voice and Data.
• Collaboration with other Armed forces in America, South Africa and New Zealand to ensure inter-operation of Data equipment.
• Carried out 2 year tour in Northern Ireland, responsible for maintaining Static and Mobile communication installations both in Barracks and for area spanning two counties.
• Workshop Manager of eight engineers responsible for maintenance program's for all communications equipment including integrated vehicle installations, personnel training and career management.
• When the Armed Services lost exemption from Crown Prosecution, was responsible for Health & Safety at Work Act implementation, training and monitoring for the whole unit.

KEY SKILLS

• Discipline, reliability, and integrity
• Physical and mental resilience
• Teamwork and communication skills
• Work effectively with diverse groups, building strong working relationships and trust.