We had an opportunity to talk to Peter Szweryn, one of our Support and Provisioning Engineers here at GCOMM who has been with the company since 2006. Peter enjoys films, music and travelling. Hear what he has to say about his position, working with GCOMM and his future plans.
Next year will mark the beginning of your 9th year with GCOMM, can you tell me a little bit about your start with the company?
I was twenty and working as a labourer while I studied network engineering. A friend (who was working at GCOMM at the time) told me that a colleague of his was leaving to study brain surgery and that the company would need a replacement. I jumped at the opportunity, applied for the position and got the job.
My studies somewhat prepared me for the job, but there was a lot that I still had to learn. There were aspects of my role that I had little to no previous exposure to.
What are some of the positions you’ve had throughout the many years?
I originally started off in an on-site and phone support position and shortly afterward began doing basic provisioning work. I was on the night shift for a number of years. It was during that time that I grew more familiar with our network and also had the opportunity to work on various projects, such as the Netview system.
In the last couple of years I’ve started doing more project and senior level work, but I still take on some level one phone calls from time to time. Recently, my role has been more focused and the work that I am doing is slowly moving away from initial support levels to more in depth and advanced technical support and development.
How has the company changed or evolved since your early days up until now?
Today, the company has more structure and procedures in place than in previous years. There is a better idea of what’s going on, what’s important, and how to make things happen – though, I could just be projecting my own feelings.
There is also far less physical paperwork. Except for some manual quotes from suppliers, everything else is done electronically.
You are currently one of the Support and Provisioning Engineers here at GCOMM, what type of duties does your role involve?
My duties are to order and implement new services and also modify, upgrade, relocate, migrate and cancel existing services based on the requirements defined in Quotes, Data Collection Forms and any written or verbal form of communication. This work is done for both customer services and also those used internally by GCOMM. I also make myself available to be consulted by both customers and GCOMM’s Sales Team for the design of solutions.
I proactively and reactively ensure services sustain the high level of availability and performance defined in GCOMM’s Service Level Agreements; I troubleshoot and resolve any problems that may arise.
As part of GCOMM’s dedicated and knowledgeable Technical Team, I also contribute in the maintenance and improvement of GCOMM’s internal infrastructure. I do all of this to provide customers with the level of service to which they are accustomed.
What would you say are the challenges of your position?
Aside from the general difficulties and scheduling issues that can occur when working with external resources, there is the challenge of trying to get things completed in a relatively short amount of time, sometimes with little information. Though, this comes with the territory and I’m sure is a common problem in most jobs. You work through it and get the job done.
What do you love the most about your position?
I’m sure you’ve heard this answer before – it’s the people I get to work with. Everyone’s really dedicated and I’ve built some great relationships with the team throughout the years. There’s also that great feeling you get during problem solving – that moment when it all ’clicks’ and you think you have the answer, and the excitement of testing your theory. I really like that feeling.
What do you feel is the importance of your position to the company?
As a Support and Provisioning Engineer, I have an in depth understanding of our network and the products and services that we provide as a company. My role requires me to work closely with our clients, and it’s that close interaction with them that helps me provide the best service for them that I can.
What kind of impact do the constant changes in the market have on your position?
It keeps things interesting. The constant changes prevent you from getting bored by constantly working on the same things and with the same information and materials over and over again.
I find it’s much easier keeping up with things these days, as there is a wealth of information and resources available online. I feel less reliant on a book written from a single viewpoint, that may contain out-of-date information.
Where do you see yourself in the future with GCOMM?
I’d like to eventually get into product development. I feel I can make some good contributions in that area. Recently, I’ve also aided in the training of our Serbian provisioning team, who are now handling the more clerical and scheduling aspects of the provisioning process.♦ End