Responsible for coordination and supervision of the merge of integrated service assurance team with the customer management virtual team * Problem determination, acted by engaging relevant party and keeping client updated till solution is provided * Ensuring any faulty is cleared within required SLA, escalating faults as required in order to meet the SLA * Liaison with suppliers and customers in relation to fault resolution and control the repair process * Background maintenance within the Network arena * Instigate management and technical escalation procedures as laid down in the nscglobal escalation procedure * Multi-platform Cisco support, Juniper & proprietary solutions (i.e. netgates) * Built up knowledge on Cisco switches * Learned company’s procedures and of their global customers * Workload breakdown: most of the incidents were related to high-end MPLS solutions at customer edge (CE-PE), monitored proactively by an automated alerting system.
Project Coordinator for Pixmania PRO / E-Commerce platform analyst * Managing web platform support projects: Front Office Applications, Web Services and Back Office Order Management * Agile environment: manage release process, Jira tickets and Confluence Wiki * Manage weekly bug fixes and improvement changes released in production environment * Track platform evolution based on investigation tickets and alert notifications * Order validation * Analyze regularly reports and create statistic charts * Create and update IT procedures in Confluence data store accordingly to QA procedure * Processes improvement in international team (Brno and Paris) * Discuss client’s requests and processes weekly * Leadership: driving the French team to reach and surpass the goals designated by Pixmania and Dixons.
EMEA shared Customer pool * Service management compliance, specialization in French shared accounts, EMEA customers * managed ICT security procedure, policies and methods, information security and management systems * Performed tasks answering customer inquiries, via teleconference or through correspondence and designated applications * Documented program information, organization rules and regulations, laws, procedures and policies * Training for the new incident and problem coordinators * Monitoring information classification for Restricted information systems * Served as single point of escalation in direct contact with the customer.
Life Insurance & Financial Planning, standard retirement planning techniques, investment and insurance sales. Built over 80 business contracts from a portfolio of clients 250+ mainly for life insurance plans, education and retirement funds, medical care, car & house insurance.
Implementation, Service & Support, Training * Design, improve and maintain Tractebel network according to GDF-SUEZ guidelines * Active Directory, Group policy distribution, IP pool, DNS, data storage, backup and related activities * Reconfigured operating system on all Workstations and replaced the networks infrastructure: Microsoft Windows OS, Office Suite, Mail Server, Datacenter, Spam Filter and physical network design * Implemented ticketing solution, analyzing and solving incidents * Training new hires and refreshment trainings for all employees for the last 2 months of the project.
System motorization for HP valued clients, system optimization, remote desktop, on call support, night shifts)
ISP Operator and Administrator - Office services, Sales and Internet services
Consultant on bank financial products. Build loan requests in specific CRM applications.