Ramazan Mittiri

Experience

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  Doğuş Elektrik Elektronik Bilgisayar Altyapı Hizm. Ltd. Şti

  Nov 2006 - Jun 2007

  Presales Manager

  ▪ Pre-sales support of IP Telephony products ▪ Planning IP phone products and its infrastructures in line with customer needs ▪ Designing city wifi connection plans in MOBESE project

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  Nokia

  Jul 2007 - Nov 2009

  International Technical Support Engineer

  ▪ Installation, acceptance tests, operation, maintenance and technical support of Alcatel - Lucent optical products (SDH, WDM, Lite Span, NGSDH, NM, RM) ▪ End-to-end management of customer complaints, requests, and ticket management in EMEA region▪ Planning and performing customer training▪ Testing new versions/features in a laboratory environment, making FNIs with customers▪ On-site support for international projects - Saudi Telecom MSAN Project - Riyadh / Saudi Arabia▪ Testing new products abroad in a laboratory environment - Litespan Product - Madrid / Spain Show less

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  Turkcell

  Jun 2010 - Oct 2020

  ▪ Delivery of wholesale and international segment customer data services (Multi-point WAN projects, internet service, international access service, metro ethernet service, security service, etc.) with targeted time, standards and customer satisfaction Over 150 Wholesale and International customers, over 4000 customer service, peering, and transit connections. ▪ Performing Wholesale and International project steps, technical project management and/or delivery management ▪ Making the necessary configurations on both the customer end and the backbone network, preparing checklist and other documents ▪ Managing internal and external groups to ensure that wholesale and international projects are completed correctly on time ▪ End-to-end management of customer complaints, requests, SLA metrics and L2 technical support/escalation processes of wholesale and international customers ▪ Automating processes such as service installation, capacity upgrade, protection switching, support, capacity management, etc. with RPA, ML, AI applications ▪ Planning periodic customer visits with sales and CEM teams to discuss experience and support processes ▪ To ensure the continuity of the services, automatic reporting of service inventory, incompatibility, redundancy, etc. analyzes and following these reports proactively. ▪ Continuously look for improvement opportunities to increase customer satisfaction and work efficiency ▪ Results-oriented – proactive in providing solutions to clients ▪ Manage all customer situations including high profile escalations producing executive management updates, driving resolution and providing clear feedback ▪ 24/7 monitoring, operation and support processes to ensure continuity of backbone and broadband network nodes and services (WDM / Fiber / Backbone Router, DC Switch, Router, DNS, BNG, DPI, NAT, DDOS Attacks) More than 5000 WDM, Switch, Router, etc. node with a capacity of 30 TeraBit / s on a 40,000 km long fiber-optic infrastructure Show less ▪ 24/7 monitoring, operation and support processes to ensure the continuity of access network mobile and fixed nodes and services (Radio / Fiber / Access Router, FTTx, GPON, SDH, MW, Switch) Over 100,000 Base stations, Switch, Router, GPON, SDH, MW, etc. node, serving 35M mobile, 1.5M fixed customers on a 40,000 km long fiber-optic infrastructure ▪ Managing end-to-end event management process in the access network ▪ Developing RPA, Machine Learning, Automation, Dashboard software solutions with in-house DevOps resources in Zero-touch focus ▪ Managing Outage Notification, Impact Analyses, Troubleshoot and Escalation process. ▪ Change Management ▪ Vendor Management ▪ Fixed and Mobil Customer Complaint Analyses ▪ Proactive monitoring Show less ▪ Planning, installation and operation activities of Mobile and Fixed Transport network equipment and services (Router, MW, SDH) ▪ L2 management of trouble tickets escalated from L1 team ▪ Performing capacity upgrades▪ Supporting transport projects (LTE Router backhaul SWAP, Router Admin Group Application, Transport Network Dynamic Inventory, and Service Discovery, Dynamic analysis of SRLG and MPLS network and fiber infrastructure, Creation of Transport network internal workflow processes) ▪ Performing Node and OSS software upgrades▪ Planning training about technology and management tools as a Turkcell Academy trainer ▪ Vendor management Show less

  • Manager, Backbone Network and Wholesale Services

    Jan 2019 - Oct 2020

  • Manager, Access Network Monitoring & Support

    Apr 2018 - Jan 2019

  • Expert Transport Access Network Engineer

    Jun 2010 - Apr 2018
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  Fortinet

  Oct 2020 - now

  Customer Success Manager

  ▪ Experience with Fortune 500 companies▪ Orchestrating successful onboarding for clients that are in the EMEA region, resulting in a seamless transition and immediate improvement in threat detection and response times▪ Incident Response: Guiding clients through the resolution process in the event of a security incident.▪ Cybersecurity Strategy: Advising clients on best practices and strategies to fortify their cybersecurity posture▪ Play a pivotal role in overseeing business development and performance initiatives for major clients across different industries.▪ Collaborate with the engineering and development team to set up or configure our software platform as per customers’ requirements and troubleshoot technical issues raised by customers.▪ Serve as a single point of contact on customer priorities and ensure customer issues are resolved.▪ Develop and execute strategic plans to achieve and maximize sales targets and expand our customer base, as well as maintain strong, long-lasting customer relationships with clients.▪ Work with product development teams on priorities and product backlog▪ Provide product feedback and insights to the business and product teams▪ Ensure 100% satisfaction among all customers▪ Establish measurable success criteria based on customer goals▪ Drive customer adoption, accelerate business value, and maximize ROI from their investments▪ Understand customer pain points and facilitate communication between Product Management and Engineering to drive solutions▪ Maintain regular engagement with customers at all levels, highlighting program milestones and communicating product value to leadership▪ Monitor and review customer engagement, adoption, and usage analytics, identifying risks and developing risk mitigation plans▪ Collaborate with the Sales team to develop success plans, assess customer health, identify expansion opportunities, and ensure renewals▪ Actively mitigate churn risks, and work to manage and eliminate such risks. Show less