Customer Technical Advocate
Alcatel-Lucent
Total years of experience :12 years, 2 Months
- Led, on behalf of the customer, the internal resolution of all post-deployment product quality issues.
- Single point of contact for Bell Canada / Bell Aliant’s in-service technical support escalations ensuring proper / timely resolution and customer satisfaction.
- Managed and resolved customer issues and reported to Alcatel Lucent management team to ensure that they were informed as to the customer experience.
- Ensured customer ‘outages’ were managed in a timely fashion (24x7). Key participation in technical investigation leading to outage neutralization and resolution.
- Analyzed customers’ KPI scorecards on a monthly basis, determined if SLAs were met and worked closely with customer to resolve issues / disputes.
- Monitored and reported customer Repair Service (RS) performance, served as a customer escalation point for RS issues, ensured customer satisfaction with process and results.
- Led regular Operations Reviews with customer of all field reported issues.
- Reviewed Defect Alert / Change notifications and promptly connected with customer(s) to explain notification and support them in resolving issue.
- Managed various initiatives, including deep dive investigations of product quality issues / upgrade programs.
- Monitored the Alcatel-Lucent Relationship Surveys taking appropriate action to resolve customer post-sales support concern.
Technical Support:
IP Routers product line (7x50) for North American Customers (2006 - 2011).
DSL product line (7330 ISAM) - Team Lead (2007 - 2009). ATM Products (7x70) (2003 - 2006)
• Troubleshot and diagnosed the day-to-day customer network reported issues.
• Debugged and resolved complex product problems / defects by applying both established procedures and creative alternatives.
• Conducted lab reproduction of reported field issues and testing / verification of software fixes / corrective action plans. This included testing with 3rd Party equipment (Cisco Routers and other vendors).
• Maintained problem status and problem resolution records via ticketing system(s).
• Prepared reports on problems encountered and methods of resolution applied ensuring overall system integrity and reliability.
• Team Leading Position: Managed projects including transferring of support responsibility to and from the team (execution, training, processes). This resulted in reducing the supportability cost to the organization.
• Extensively managed and resolved customer product issues / deficiencies which included managing expectations / concerns.
• Directly interfaced with customers on technical and non-technical issues and coordination of efforts towards resolution of escalated issues.
• Effectively communicated with various levels of management (within ALU and with customers) on Critical issues, Root Cause Analysis, technical analysis, and corrective actions.
• Interfaced with higher level Support / Design teams, Customer Account Teams, other Business Units, for technical consultation and Customer support concerns.
• Conducted training for Service Providers Operations and NOC personnel on various topics related to Network Management and troubleshooting/Isolation of Network troubles.
• Enhanced the team capabilities to learn end to end solution / products of various mobility customers by initiating cross-training and establishing new procedures for support.
- Provided on-site support to evaluate and test new products / features developed by Alcatel-Lucent (ATM product Line).
- Developed test cases based on customers’ requirements to ensure features met technical specs.
- Developed and delivered relevant training programs / materials to customers.
- Performed troubleshooting and maintenance activities.
- Interacted with Sales, Support, Account, management team to ensure successful introduction of the product, meeting requirements and achieving customer satisfaction.
APPLICATION DESIGNER / TESTER
- Demonstrated in-depth knowledge of telephony and expertise building PC-based software by designing applications to stress Test Versatel’s voice product. The goal was to verify capacity, functionality and quality of the product under stressful conditions.
- Developed test cases and performed functional testing (feature and system test) to ensure compliance.
- Uncovered, characterized product deficiencies and escalated to the design team.
Develops a common level of knowledge on topics in project management, leadership, industrial marketing, managerial economics and organizational behaviour. These topics are relevant for engineers and computer scientists who manage the engineering processes that deliver innovative telecommunications systems, products and services