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Consultancy
- Project and Operations Manager
2014 - maintenant
Project and rollout management of Telecom Equipments for Mobile, Fixed Line and High Speed Internet providers.
Telecom Equipment Supplier's representative
Interface with Customer's Operational and Management teams
Interface with multicultural and overseas back office Sales, PreSales, Projects and Operations teams.
Specialties:
2G, 3G, LTE, SDM, SMSC,....HC4. GPON, FTTH,...
Management of Mobiles Operators VAS provider technical operations team.
Link between the support, project and R&D teams internally and point of escalation with the Mobile Operators management for critical issues and escalations..
Operations Support, Integration and Test Engineer with over 10 years experience of supporting and deploying wireless messaging platforms.
Excellent Unix and OpenVMS skills combined with experience of SMS and USSD services.
Specialties: Value added services for mobile market
- SMSC
- USSD
- Support team managment
- Operational and Technical Customer relationship management (projects, support, escalations,...)
- Optimization and Improvement of Operational processes
- Customer trainings
- Sales / Presales Support
- Technical and Presales documents
ITIL Practitioner Support & Restore Certified
PRINCE 2 Practitioner Certified
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Cellicium
- Customer Support Manager
2007 - maintenant
- Managing the customer support team
- Ensuring operational service levels are achieved in agreement with clients
- Ensuring that client's expectations are met and managed.
- Operational and Technical Customer relationship management (projects, support, escalades,...)
- Operational relationship internally with the expert engineers and development team
- Optimization and Improvement of the support processes
- Designing and writing technical documents ( Support processes, Statistics and Reporting documents, Customer Acceptance Test documents,…)
- Customer Trainings
Environnment:
ITIL
Linux, USSD, UCP, SMPP, SS7
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Empower Interactive
- Technical Customer Representative
2006 - 2006
- Regional activity development
- Ensuring operational service levels are achieved in agreement with clients
- Ensuring that client's expectations are met and managed.
- In depth understanding the whole specific network environment and specific technical requirements of some operators in order to be pro active on any ongoing integration project and on any troubleshooting issue on our platforms
- Operational and Technical Customer relationship management (projects, support, escalades,...)
- Operational relationship internally with the expert engineers and development team
- Optimization and Improvement of the support processes
- Designing and writing technical documents ( Support processes, Statistics and Reporting documents, Customer Acceptance Test documents,…)
- Support,Integration, configuration & upgrade of platforms for EMEA operators and carriers
Environnment:
ITIL
Sun Solaris, Linux, TimesTen, Oracle, SMS and MMS platforms
UCP, SMPP, CIMD2, SS7, EAIF, MM7
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LOGICACMG
- Customer Support
2001 - 2006
- First and second line Customer Support to EMEA operators on LCMG messaging platform. (Certified SMSC)
- Onsite support 24h/7 with management and coordination of third party vendor's operation related to all LCMG products.
- Integration and configuration of new features on the SMSC, options, functionalities,...
- Project management
- Operational Customer relationship management (projects, escalades,...)
- Consultancy (9 months) with the validation team of Siemens Transportation system, for the regulation traffic software for the Hong Kong subway
Environment:
ITIL
OPENVMS UCP, SMPP, SS7, SNMP, HPUNIX
