Grant Norman

Detail-oriented Senior Voice Engineer with strengths in SIP packet analysis and VoIP troubleshooting. Manages complex escalated issues on AWS platforms while enhancing backend configurations on Wazo PBX systems. Collaborates effectively with service providers and stakeholders to ensure service excellence and operational success.

Senior Technical Manager/ Senior Voice Engineer at bOnline.com (2023-05 – Present)

As part of the senior team, I provide ongoing company-wide training to junior staff and trainers on voip practices. Created troubleshooting workflows for Voip 1st line responders and mentorship to L2 members and develop best practices. Deep Sip packet level analysis/ diagnoses/ compliance (pcaps-wireshark-Cdr, metrics).

Handle all escalated issues on AWS hosted platform and validate fixes. Liaise and communicate with service providers and stakeholders. Successfully reduced churn and open tickets to non critical status.

Back end configuration and platform monitoring and troubleshooting on Wazo (bonline self hosted) asterisk based pbx. Product to market and R&D for supported hardware, YMCS remote monitoring and config of Yealink devices. Configuration and maintenance of Ribbon session Border Controller.

Telecoms Field Service Supervisor at Itec Cape Town (2018-01 – 2023-01)

Advanced Technical Support. 3rd line support dealing with escalated issues with clients and providing solutions to new and existing sites, liaising with ISP's and subcontractors. Design and reticulation on all installations for the Mitel, 3CX, Samsung and Yeastar and NEC Brands. Provide direct support for field technicians and co-ordinators to ensure the smooth daily operation of telecoms department and ensuring that all logged faults/ tickets are attended to within SLA time frames.

Project management for large network and telephony roll-out. Active involvement with project management and solution architect. Hand-holding during new deal implementation. Ensuring sites are completed within given time constraints, handling boot stock, Site Surveys, Implementation of procedures to improve workflow for service technicians and client liaison.

Sign off and approvals for costings related to installs, upgrades and call-outs. Training and development of technical staff members on products and technologies. Communicate with technicians regarding Key Performance indicators and self development, new procedures and solutions.

• Department restructure in identifying key individual strengths in order to streamline turnaround times and workflow.
• Reporting statistics for technician and department to management and exco.
• Stock/ Boot stock management for engineers.
• Manage all hosted environments and maintain healthy virtual systems.

Senior Telecoms Engineer / Pre Sales at Itec South Africa JHB (2017-01 – 2018-01)

Reason for leaving: Itec Group Merge. Based in Cape Town on behalf of Itec South Africa to provide advanced support to Cape Town client base.

• Pre Sales engineering, feasibility and costing for sales force.
• Advanced service support for Mitel and Samsung products.
• Configuration and cutover of Mitel products, Mikrotik /fibre installations as well as hosted environments, border gateways.
• Onsite and remote support.

Telecoms Technical Manager /Solutions Architect at Olipro (2013-01 – 2016-01)

Reason for leaving: Career Growth opportunities. Samsung Officeserv range Pabx, Nec SL1000 and 3CX. Advanced troubleshooting and programming, Focus on IP network design and reticulation, iServ multicells, software and firmware upgrades, remote support, providing support for technicians, 1st line support, 2nd line and 3rd line.

• Project management (PRINCE2 Methodology as much as possible) initial until final project report handover.
• Ensuring sites are completed within given time constraints, handling boot stock, surveys, Implementation of procedures to improve workflow for service technicians and client liaison.
• Installation of wireless point-to-point networks, ip cctv, ip telephony, enterprise wifi and small to medium sized networks.
• Rollout of back-end software and administration for voice platform and monthly reconciliation for client billing.
• Pre-sales, sign off and Costing of potential deals, fibre feasibilities and generating of new sales.
• Training and development of sales and technical staff members.

Senior Support Technician at Itec Innovate (2010-01 – 2013-01)

Reason for leaving: Salary and career growth.

• Mitel pre-sales, design and reticulation.
• Troubleshooting call flow and voice related equipment, unified communications.
• Installation and maintenance of virtual servers (VMware and Mitel Border Gateway).
• Installation and maintenance of Samsung Pabx, Voip, Sip, 3rd party LCR.
• Installation and maintenance of black and white, colour copiers, including Riso duplicators, Samsung and Lexmark multifunctional devices.
• Printing and network environment support.

Senior Support Technician at Two Oceans (2008-01 – 2009-01)

Reason for leaving: Salary and career growth.

• Support and maintenance of samsung pabx NX range, DCS and OfficeServ range and copiers, cabling and installations, programming.
• Installation and maintenance of neotel hardware and signal testing. Analogue, Bri, sip and voip platforms.

Senior Field Engineer at Canon (2006-01 – 2008-01)

Reason for Leaving: Career growth.

• Maintenance and service of Canon, Risograph duplicators, Brother, HP, Triumph Adler and Minolta products.
• Colour, Black and White and duplicators.
• Implementation and maintenance of printing networks and connectivity.

Workshop Technician/ Quality Control and Support at Nashua (2002-01 – 2005-01)

Reason for leaving: Career growth.

• Setup of new products and quality control re manufactured products, field support and colour copier support.

BTech in Information Technology – Cape Town, WC (2004-01 – 2004-01)

N3 in technical matric