Enterprise Technology Expert
Orange Business Services
Total years of experience :24 years, 8 Months
Lead the Fault management of highly critical and complex problems as a member of the highest level expert support team, and Provide highest level technical support to resolve all Backbone Network/customer
events/issues/cases to accomplish outstanding Customer experience and to meet organization specified
objectives.
Work with network equipment suppliers and partners, notably Nortel, Cisco, Italtel, Juniper, Alcatel-Lucent, Comverse and Radvision, HP, IBM, Microsoft, Tata, BT, AT&T, as well as engineering groups to report, analyze and resolve complex problems or abnormal behavior on the network.
Manage several complex worldwide Core Network evolution projects.
Individual Contributions:
• Assigned especially to develop and industrialize the Incident Management Process within the Enterprise Technology Expert Centers, achieving a significant improvement in related KPIs.
• Led Network Operations’ contribution to the design, commissioning and deployment and later the life cycle activities insourcing of the OBS Cisco Telepresence® in the cloud and Business to Business (B2B) solutions.
• Successfully in-sourced the activity of upgrading Cisco GSR platform from IOS to IOS-XR. This operation is a complex one, typically carried out by outsourcing to Cisco, rendering it very costly.
• Headed the Proactive Service Desk including recruiting, training and supervising 70+ helpdesk agents and 4 line managers serving 160+ enterprise customers include Exxon Mobil, Chevron, Pfizer, Merrill Lynch, .. on the top 500 fortune enterprises.
• Created a Customized Helpdesk for VIP enterprise customer (KPMG) includes defining the SLA and operational guides
• Improved my team’s global Key Performance Indicators (Mean Time To Restore, Mean Time To Accept and the Customer Loyalty Index) using the LEAN SIX SIGMA methodologies.
• Defined and implemented high-level strategies, processes, procedures and service improvement plans to ensure the highest levels of Customer Satisfaction and Loyalty.
• Provided all necessary high level reporting, benchmarking, development progress and statistical reporting as required to ensure meeting operational, performance standards.
Provided 4th level support for Customer and Network incident and problem management, and Initiate Proactive/Preventive measures necessary to address any impact on network performance.
Individual Contributions:
• Led the Development of the IOS Upgrade Process on Infrastructure Routers (IUPIR) and detailed overall Procedure.
• Developed the NEURAL tool to automate most of the tasks on the IP Network, improve the quality and productivity when deploying a new IOS code on Infrastructure Cisco Routers, driving towards a right-the-first-time objective.
Provided complete supervision and control of the SITA-Equant Network in the Middle East and North Africa.
Individual Contributions:
• Contributed to a worldwide Network Operations Restructuring program to centralize the network management operations (14 Network Operation Centers) in 3 central locations (Paris, Atlanta and Singapore).