MTS Allstream - Event Management & Ticketing
Redesigned and transformed automated trouble ticketing (incident management) and event management systems using Netcool Impact and Remedy Service Desk for a National Telco's Customer Care centre, with event enrichment, suppression and ticketing decisions based on asset provisioning, incident and change data from interfaced OSS/BSS databases through custom Perl and SQL scripts. Improved and stabilized systems and interfaces. Improved overall quality, stability and utility for NOC Operations. Identified operational requirements and implemented appropriate solutions. Customized Webtop Java client for NOC interface. (Mar 2007 – Jan 2008)
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Tools and Technologies: Tivoli NetCOOL, Tivoli Webtop, Tivoli Ominbus & probes, BMC Remedy Service Desk and CMDB, Perl, Oracle, Postgres