Experience

• 

  Valeo

  Feb 2012 - Jul 2012

  Researcher

  Graduation project for 6 month within Valeo Vision in Paris in theComfort and Driving Assistance (DAR) department. The mission wasporting a function of driving assistance on an embedded camera as the first phase and to optimize the code as a second phase.

• 

  Orange business services

  Jun 2013 - Feb 2021

  ● Dedicated and Customer SPOC for large skype for business voice customers.● Responsible for the validation of any voice changes done on the operational platform or any complexrequests from customers.● PowerShell scripting knowledge to improve the operation day to day work and enhance the bulkchanges productivity.● Building the operation Lab environment to replicate the customer’s issues and provide a testbed.● Provide the technical knowledge for big migrations and work with stakeholders for a smooth handover.● SPOC from operation side for the direct routing migration of the existing and set a model for the newupcoming customers in the pipeline. Show less • Perform 3rd level troubleshooting in all tickets related to Lync/Skype For Business or Business Talk Problems Escalated by customer’s Service Desk/Incident Management in order to Fix the problems and find root cause for it, to maintain customer’s Service operations.• Provide Problem Management support for chronic and globally impacting voice issues.• Provide Trend Analysis for OBS clients/customers voice traffic issues.• Contacting vendors and following up until problem resolution.• Timely and High-Quality handling of all dispatched incidents.• Use all forms of training provided by Orange to keep up-to-date with existing and new services and technologies• Improvement of the OBS knowledge base.• Respond to Customer’s Technical enquiries.• Provide Coaching and support for team members Show less ● Tier 2 Incident Management activities through service failure, or error restoration in order to minimize service interruption, and to ensure customer’s business continuity. ● Troubleshooting IPT Microsoft Lync, SONUS SBCs (Session Border Controllers), Audiocodes CloudBond 365, Polycom endpoints and Microsoft LyncSBA’s (Survivable Branch Appliances). ● Troubleshooting, isolation, and restoration for faults, and incidents on OBS core voice network including multivendor backbone platforms (NEO, Hookah, SBC etc.) ● Liaise with the other Orange groups (Service Operations, IBNF, etc.,) to resolve faults on the network and customer. ● Liaise with other technical support levels (CTS3/VSM) for fault escalation and resolution. Ensure the efficient analysis and classification of each fault as it occurs on the network. ● Keep management informed of any red alert customer and network faults and initiate escalation procedures to higher technical levels and provide them with all fault details. ● Activate chronic procedures to respective groups and Voice Service Managers as necessary. Show less Provide professional technical support for all issues received e.g. different voice products (Multi-Layer Network (MLN) switched voice, Call Center via Intelligent Network, NIVR, NCM, GK, Voice over IP, Contact Center for IP VPN, Voice Over Frame Relay, Voice Over Passport, NEO (soft switches), IPT Cisco, IPT Avaya. Provide updates to the customer as needed to meet performance objectives. Perform technical and management escalations in line with the company policy. Act as first level of escalation in the incident management cycle. Liaise with Level 2 support for fault escalation and resolution, Field Operations, PTT, Vendors etc. as appropriate to meet the customer’s SLA Document all troubleshooting and case management actions. Show less

  • Senior Voice Problem Managment Expert – Voice Core Network/ Microsoft Lync Focus (Tier 3)

    Dec 2018 - Feb 2021

  • Voice Problem Managment Expert – BTG/ Microsoft Lync Focus (Tier 3)

    Dec 2016 - Dec 2018

  • Telephony Incident Management Expert – BTG/ Microsoft Lync Focus

    Aug 2014 - Dec 2016

  • Voice Service Desk and Incident Management specialist

    Jun 2013 - Aug 2014
• 

  Microsoft

  Feb 2021 - now

  • Learns about and engages engineering teams and/or operations teams to identify the right resource. Follows the written protocol to ensure the right groups are engaged to resolve customer issues.• Owns escalated issues and manages account-aligned customer incidents to identify and remove barriers or escalate as necessary. Ensures existing processes are not a blocker to customer issue resolution and provides feedback on incident monitoring when asked.• Work on process Improvement by identifies and provides feedback at the case level to improve systematic issues and internal processes, when asked.• Reviews post-mortem outcomes and creates an executive summary detailing the customer issue, impact on the business, and status of the resolution for review by managers and more senior escalation managers.• Provides feedback to inform the direction of strategic projects which are designed to help improve resolution times, customer satisfaction, and support experience.• Liaises between stakeholders during postmortem discussions to give a breakdown of what happened in assigned cases Show less • Provides technical support regarding Intune (and Enterprise Mobility Suite) to enterprisecustomers (Premiere support), Strategic, partners and/or others on critical issues experienced with Microsoft technologies. • Deliver technical support to Intune Services (which may overlap with System Center Configuration Manager in hybrid scenarios), the technologies that surround them including Networking, Directory Services.• Participate in case triage meetings to share knowledge with other engineers and develop efficient customer solutions.• As a member of a team, pursue technical problems in the enterprise space, involving broad and Indepth product knowledge by using collaboration and receiving mentoring assistance as needed. Frequently, these problems are politically charged situations as well, requiring the highest level of customer service.• Consistently share best practices. Author technical articles and blogs for guiding other team members and customers Show less

  • Support Escalation Engineer

    Jul 2023 - now

  • Support Engineer

    Feb 2021 - Jun 2023