David Wissa

Experience

• 

  GayedTex factory for Textiles and Yarns

  Mar 2003 - Jun 2004

  Maintenance Engineer

  Maintenance of BARMAG Yarn machines.Maintenance of the factory HV/LV Power Station.Leading technicians teams to implement and maintain the Internal Electrical Cabinets and Connections necessary for the factory machines and devices.Working onsite with Oerlikon BARMAG German Experts.

• 

  Digitaltest

  Jun 2004 - Aug 2008

  Testing & Applications Sr. Engineer

  SW Applications Testing and HW Embedded applications using Sigma MTS300 & MTS180 Bed-of-Nails testers and Condor Flying Probe Testers.Onsite support of, and applications delivery for international customers in Germany, USA, Canada, Australia, New Zealand, Pakistan, and the Egyptian Army.

• 

  Orange Egypt

  Aug 2008 - Sept 2022

  Manage, lead and evaluate OSS development and operations teams, for the implementation, configuration, integration and support of different IT Applications/Services including VAS, IN, DN and Core network applications, in terms of fault, performance and service management portfolio.Manage, forecast and control the Network Services OPEX/CAPEX budget. Managing OSS projects with different stakeholders such as Marketing, Engineering and Operations teams, to launch and enhance VAS, IN, QOS and Core services.Dealing with local and international vendors and suppliers for the implementation and support of network services applications, in terms of negotiation, support contracts, and tenders. Administration of Microfocus (formerly hp) Network fault, performance and service management portfolio applications, such as OMi, NNM, SiS, BSM and SM.Implementation of Orange NOC (Network Operation Center) to monitor and control 2G/3G sites.

  • Sr. Supervisor, Quality of Data Network services

    Oct 2020 - Sept 2022

  • Sr. Supervisor, OSS Applications Support

    Jan 2014 - Oct 2020

  • Team Leader, Operations Support Services (OSS)

    Jan 2011 - Dec 2013

  • Sr. Engineer, Operations Support Services (OSS)

    Aug 2008 - Dec 2010
• 

  Orange Business

  Sept 2022 - now

  Sr. Manager, Customer Success | Scrum Master

  + Lead the Regional Customer Success Managers of Multiple Accounts covering EMEA, APAC, and LAM/NAM regions.+ Scrum Master for the Customer Operations Squad.+ Hold accountability for the Quality of solutions provided to Customers.+ Acts as the Customers' primary point of contact and an escalation point.+ Provide and assess weekly/monthly service reports to the Customers.+ Be aware of overall and service management profitability of the Customers.+ Proactively identify existing Customer needs, and opportunities to enforce our relation to the Customer.+ Work with the account team to sell our products and services.+ Create and manage Service Improvement Plans triggered by: 1. Quality Connect Survey (related to any/all functional areas). 2. Customer Complaint (including those related to Customer invoices). 3. Proactive Action (identified proactively by the CSM).+ Ensure that Customers’ complaints are managed and resolved in a timely manner.+ Prepare periodic Customer Service Reviews.+ Handle non-commercial Customer queries and complex Customer service issues.+ Proactively inform Customer and end-users, in advance, of any anticipated service interruptions.+ Provide capacity analysis, forecasts, and recommendations.+ Responsible for data integrity of Customer information in all systems/tools.+ Provide Customer with up-to-date technical documentation, including the Customer Operations Guide.+ Ensure all technical documentations are posted and updated. Show less