Zoi Stergiou

Experience

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  Hellenic Telecommunications Organisation

  Mar 2010 - Aug 2010

  Network Engineer

  - Second level technical support.- Trouble ticket administration (PSTN , ISDN , VOICE , ADSL , VDSL , IPTV).- Huawei , Marac , Ericsson , Alcatel , Siemens dslams administration.- Fault Detection and Diagnosis.- Support for Field Engineers.

• 

  Teleperformance

  Oct 2010 - Jun 2014

  - Second level technical support.- Trouble ticket administration (PSTN , ISDN , VOICE , ADSL , VDSL).- Alcatel's ISAM (Access Management System & Network Analyzer).- Alcatel's Litespan(Litespan Management System , DN ).- Ericsson's MSAN.- Fault Detection and Diagnosis.- Italtel's MSEM (ngn) (configuration of supplementary services , tracing ) .- Support for Field Engineers (cmr premises visits,combined visits, dslams visits). - Customer Care.- Billing Issues.- Complaints management.

  • FLLU Support Engineer for Wind Hellas

    Nov 2012 - Jun 2014

  • Customer Service Representative for Wind Hellas

    Oct 2010 - Nov 2012
• 

  Hellas online

  Jun 2014 - Oct 2015

  NMC Access Network Support Engineer

  - Third level technical support.- Trouble ticket administration.- DSLAM Configuration.- Alcatel's ISAM (Access Management System & Network Analyzer).- Intracom's I-bas(I-Bas Msan , BBMS , Uni-MS X-Shell , Atlantis)- Zhone (Zhone Management System)- Network Monitoring .- SHDSL circuits.- Fault detection and diagnosis.- Vendor Support.

• 

  Accenture

  Oct 2015 - Mar 2018

  Second level Support Engineer for CRM Operations for major European Telecommunications Provider.- Perform functional and technical analysis as part of Incident and Problem Managment- Identify/Apply workarounds related to technical and funtionnal matters- Change and Service Request fulfillment- Deploy Request for Changes (RFCs)- Follow release activities and perform the production installations- Create and maintain scheduled batches/jobs- Tibco, Amdocs Clarify, $Universe, Unix scripting Show less

  • Infrastructure Senior Analyst

    Jan 2018 - Mar 2018

  • Infrastructure Analyst

    Oct 2015 - Dec 2017
• 

  Unify

  Apr 2018 - now

  -Lead and oversee the development level of each team member.-Monitor and review service levels.-Apply negotiation styles accordingly when managing stakeholders.-Communicate proposed work plans to the senior management and application support team.-Confirm Service Level Agreements (SLA) with users, which includes the level of application support maintenance.-Define action and work plans to address the issues.-Define criteria and procedures for services development, implementation.-Determine the scope of support services based on organization and users’ requirements.-Develop and implement a checklist for managing service delivery. Show less -Diagnose, reproduce and resolve/confirm fixes for complex, critical customer problems for Unify enterprise communication/collaboration products as part of a global, level 3 engineering support team-Ensure that OLA (Operation Level Agreement) thresholds for problem ticket handling are consistently met-Engage in critical operations tasks on customer deployments to ensure business continuity-Obtain and maintain an in-depth understanding of Unify products’ technology, architecture and implementation; help transfer knowhow to level 1 and 2 support groups Show less

  • Global Vendor Support Manager

    Jun 2021 - now

  • Global Vendor Support Engineer

    Apr 2018 - Jun 2021