Ethan Gee

Key responsibilities include:

• Monitoring and analysing alarms and alerts across various customers' Mitel Voice infrastructures.
• Ensured alarms were picked up and investigated in a timely manner, adhering to customer SLA's
• Managed alarms by priority, investigating the more urgent alarms first to minimise impact to customers.
• Logging onto various equipment (Windows servers and Mitel systems) to diagnose and resolve issues myself where possible.
• Escalating the more complex issues to a more senior engineering team when the issues required more expertise and technical analysis.
• Changing alarm thresholds where appropriate to avoid unnecessary alarms.
• Performing basic diagnostics on the MCSM Monitoring platform to ensure it remains reliable and to help prevent alarms being missed.
• Using tools like Power BI to take a more proactive approach to monitoring, analysing alarm trends and identifying potential issues before they affect customers operations.

Across my time in this role, My key responsibilities included:

• Completing various daily health checks on customers' Mitel/Redbox Call Recorder platforms, Making sure they were all completed in a timely manner.
• Completing MAC's for various Mitel customers, such as: Creating/editing extensions, Managing hunt groups, ensuring call recording was set up and enabled for new starters.
• Investigating customer logged Mitel faults, Arranging replacement handsets/diagnosing software issues where possible, and escalating to more senior engineers for the more complex issues.
• Ensured customers were kept up-to-date on what was happening with their fault ticket by communicating with them via phone/email.

During my time in this role, My key responsibilities included:

• Investigating alarms for various customers' networks - Mostly for their internet connection's across multiple sites.
• Leasing with various ISP's on behalf of our customers when they were facing issues with their internet connections, Or if they required changes to existing connections, across various connection types (Ethernet, EoFTTC, DSL, 4G)
• Leasing with On-site engineers when kit replacements were necessary.
• Keeping customers up-to-date on their faults by communicating out updates on their faults' progress.
• Escalating alarms to more senior engineers when more technical expertise was required, in order to provide efficient resolutions.