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Astellia
- Customer Care Technical Leader
Vern sur Seiche
2017 - maintenant
*Technical support to a group of employees on critical tickets
*Tickets prioritization, manage hub workload sharing
*Technical point of escalations (customer / internal)
*Define and follow the implementation of the training plan (leadership/functional/technical competencies), responsible for competencies build-up and alignment to the need
*Manage transverse activities (check that “project to support” handover criteria are fulfilled, lead special projects upon request of Line Manager, …)
*Delegation of Authority of Line Manager when needed
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Astellia
- Senior Technical Support
Vern sur Seiche
2016 - maintenant
Casablanca, Morocco
* Actively involved in the setting up of a local level1 and level 2 support team for African based customers. ;
* Training and transfer of knowledge to Moroccan engineers. ;
* Onsite job training and activity follow up and team leading. ;
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Astellia
- Level 2 Customer Support Technician.
Vern sur Seiche
2015 - 2016
St-Jacques de la Lande, France
*Main and preferred point of contact for customers in the Middle East for Maintenance and Support activities.
*Analyse, restore and perform advanced troubleshooting in order to resolve customer incidents as per active SLA.
*Define and implement action plan to resolve incidents.
*Lead technical escalation.
*Technical trainer on Astellia products for offshore team based in Gurgaon, India. Onsite training and activity follow up of Level1 and 2 support engineers.
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Astellia Inc
- Nova EPC System Administration Specialist
Vern sur Seiche
2013 - 2015
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Astellia
- Solution Administrator
Vern sur Seiche
2009 - 2013
Vern sur Seiche, France
* Administration and Supervision of Astellia solution deployed on different Mobile Operators network in Africa / Middle East and India. (Ensure that solution configuration follows the complex evolution of operator network).
* Client follow up, implementation follow up and quality control.
* Team Leader of Offshore Administrators based in India (Daily and weekly follow up of remote employees and RIDA review)
* Weekly customer report of overall data availability preparation and review. ;
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Nettobe Ltd
- Technical Team Leader
2008 - 2009
* Technical direction of clients' network projects. ;
* Technical expertise in networking including call-centers, network architecture and topology, security concepts, intrusion prevention, network access control and network audit.
* Negotiation and supervision of technical deployment and follow up of orders and contract from third parties.
* Client follow up, implementation follow up and quality control.
* Service Level Agreement preparation as per clients' needs.
* Deployment of Network Access and Security devices ;
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Superfund Asset Management
- I.T Administrator/ Team leader
2004 - 2008
* Administration and management of the company's whole system and network. ;
* VoIP Network maintenance ;
* Installation and configuration of a DRC (Disaster Recovery Center).
* Installation of a VSAT via Intelsat connection for redundancy.
* Administration of Dell and HP Proliant servers:
* Configuration and maintenance of Cisco routers and Catalyst.
* Maintenance of all network based devices and VPN set ups.
* Windows Xp and Vista based workstations and Ms Office technical support.
* Administration and technical support to all trading based applications. (Bloomberg)
* Stock and equipment purchase follow up. ;
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Data Communication Ltd
- Technical Support Engineer
2003 - 2004
* Technical Support to network engineers in deployment of routers, switches, catalyst, etc..
* Administration of the company's whole system and network including workstations and printers.
* Helpdesk support to end-users. ;
* Technical support to Wi-Fi antenna's deployment throughout the country. ;
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Giblot-Ducray Informatique
- Support engineer
2003 - 2003
* Technical Support to end-users and company’s clients.
* Administration of the company’s whole system and network including workstations, printers.
* Administration of the Windows 2000 servers, Exchange 2000,Ms SQL.
* Support to Windows Xp Pro based workstation support and Ms Office application.
* Cisco Routers and D-link Switches configuration and maintenance.
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Iframac Ltd
- Hardware Maintenance Officer/ I.T Administrator
1999 - 2002
* Supervision of the whole network with more than 200 workstations and 15 Windows servers. ;
* Maintenance of network cabling. ;
* Maintenance of the X25 link, dot matrix & inkjet printers.
* Responsible for all I.T purchasing, follow up of orders, delivery and deployment from third parties.
* Provisional budget preparation for I.T dept. ;
* Technical support to end users. Windows 98 based workstations and Ms Office applications. ;
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Appavoo Associates
- Technical Support
1997 - 1999
* Technical support to end users. Windows 95 & 98 based Workstation and Ms Office applications
* Deployment and Maintenance of ACCPAC application and Windows NT 4.0 Server.
* Maintenance on all dot matrix and inkjet printers. ;
* Deployment, configuration and maintenance of all workstations. ;
