Experience

• 

  Deutsche telekom

  Jun 2017 - Dec 2017

  Junior engineer

  Deutsche Telekom provides fixed-network/broadband, mobile communications, Internet and IPTV products and services for consumers and information and communication technology (ICT) solutions for business and corporate customers.Responsabilities: - 24/7 Network, Infrastructure & Service Monitoring and Alarm Handling-1st Level Fault Resolution-Coordination Role and E2E handling of incidents-Overall responsabilty: PanNet network, infrastructure & service quality, availabilty and stabilty Show less

• 

  Orange services

  Dec 2017 - Nov 2019

  Front office engineer

  -Analyses, solves, dispatches and follows-up on all trouble tickets and mails, in collaboration with 2nd and 3rd level teams (internal or external)- Assists on line and coaches all first line contact centers regarding technical questions. Service providers to serve our customers in a better way.- Collects relevant information in order to prepare efficient communication towards our customers,management, partners and operational teams (alarms, planned interventions and retro-actively for example incidents) and translates technical information into customer language- Detects incidents related to transversal products, services and applications with possible impact on customers and apply appropriate priority & notification process.- Informs customers continuously on the status of their problem according to their segmentation (internal and external customers)- Involved in cross department improvement projects aiming at simplyfing operations and improving service availability- Mantain SSPO's relationship on the Incident Management process with the large MCO's (France,UK,Belgium, etc)- Shift Leader responsibility consisting of tickets assignment, providing expertise to help colleagues solve tickets faster, ensure follow up and relationship with L2 and L3- Supports the launch of new products and services (Friendly User Test) and think proactively about the required support. Show less

• 

  Vodafone

  Nov 2019 - now

  ▪ Identifying, creating and coordinating improvement and development of HW and SW following Agile methods▪ Coordinating the analysis of technical faults and involving relevant teams in order to permanently solve problems and incidents▪ Periodical notification of events and recommendations▪ Coordinating and escalating in case of blocking points▪ Report to higher management critical situations▪ Creating and reviewing problem and incident reports- Proactively identifying and coordinating problems according to 5WHYs and Fishbone methodologies Show less

  • Project Manager

    Apr 2023 - now

  • Problem and Escalation Manager

    Nov 2019 - May 2023