Benoit Pescheux

Experience

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  ClientLogic

  Jan 2003 - Jan 2004

  AOL Customer Support Advisor

  Responded AOL France subscribers support request calls : Answered queries about terms and conditions as well as billing information. Processed new membership, modification of service, or payment method requests.Provided technical support over the phone for dial-up, ADSL, or Cable Internet access as well as web browsers, emails, instant messaging, security softwares.

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  ClientLogic

  Oct 2004 - Mar 2006

  Technical Support Agent

  Handling of customer support request from logging to closure.

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  Colt Technology Services

  Mar 2006 - now

  3rd level support for NOC, service support, and service delivery. Together with my team I maintain the voice and voip network. This includes the following tasks :- Maintain Nortel DMS switches hardware.- Maintain Ribbon switches hardware and software. - Maintain support servers hardware and software ( Red Hat Linux / HP / IBM ).- Provide assistance to other teams on complex configuration or routing issues.Aside from the day to day support I delivered a number of projects such as :- Migrated the VoIP access network from Cisco to Juniper.- Setup monitoring for Red Hat servers, Ribbon services, and other online services using Nagios and check_mk.- Setup a central authentication system for the Ribbon SBCs with freeradius- Setup of a resillient Asterisk PBX Show less - Recruited and trained up a team of 8 second line support engineers.- Developed and delivered technical training for 1st and 2nd line support engineers in Barcelona including IP network support training and voip services support training.- Developed and delivered online trainings for engineers across Europe and India.- Built and maintain a VoIP training lab.- Wrote troubleshooting guides for VoIP products. - Created and maintain a known error database.- Tested and introduced new tools and procedures.Wrote scripts to automate repetitive / complex tasks. Show less

  • Voice/VoIP Specialist, Advanced Technical Services Voice

    Aug 2016 - now

  • VoIP Technology Support Specialist, Technical Customer Care Centre

    Apr 2013 - Aug 2016

  • Service Repair Center Lead Engineer

    Sept 2007 - Apr 2013

  • Out Of Hours Technical Helpdesk Shift Leader

    Mar 2006 - Sept 2007