STM/PM “Project Manager”
Orange
Total des années d'expérience :16 years, 3 Mois
• The proactive communication with customer during the quote phase, including gathering requirements for CAT
• Proactive communication with internal teams, including project kick off and during the delivery;
• Managing proactive communication with customer during the delivery phase, when there are risks or possible delays and including plan Customer Acceptance Tests for the project
• Order prioritization and ensuring priority is respected during RFC delivery phase
• Management of the delivery plan at the project level & planning until last site delivery
• Responsible of the resource staffing, critical path and implementation risk management.
• Manage cost control during RFC delivery phase
• Coordinate CAT execution once orders are being delivered
• Applying the services at the service transition phase till its delivered to the service operations.
• Dealing with Orders after Signing the contact till it arrives and installed.
• Dealing with the billing information after the order is delivered to the customer and approved.
• Supporting the Orders to be delivered on time by getting in touch with several entities to make sure time management is applied correctly.
• Dealing with CRM’s and DOA materials.
• Applying SLA’s and contract agreements with the customers.
• Supporting LDM’s and PM’s in applying orders delivery to the customer standards
• Applying KPI’s for the Team support and order delivery standers.
• Manage the Team members and supporting them in escalations.
• Applying KPI’s for the team members and monitoring the incidents.
• Act as an effective point of contact to several customers in escalated cases.
• Owns the chronic and the complex problems / incidents.
• Network/product utility programs.
• Act as 1st level of escalation and act on solving the issues for the customers ASAP.
• Perform technical escalations in line with company procedure.
• Document all troubleshooting and case management actions via the electronic case management system.
• undertake any other reasonable task as assigned rom upper management.
• Ability to build relationships with peer and management levels both with clients and the company management
• Drive chronic and complex cases in to quick and efficient resolution.
• Provide technical training to the team members when required.
• Deal as 1st line of support to any technical incidents for several customers.
• Support various types of services as “Voice technical and Data and VSAT …etc.”
• Diagnose faults-related cases by effectively utilizing software diagnostics
• Flexibility in dealing with several types of tools to provide accurate and professional support to our customers.
• Provide updates as needed to the customer in order to meet performance objectives
• Monitor systems, customer networks and products, and deal with alerts and events as appropriate.
• liaise and refer issues to correct/relevant entities when needed.
• undertake any other reasonable task as assigned.
• Determination to process tasks according to predefined processes is essential.
• Act as a case manager in order to always push for faster issue resolutions.
• Approving all deals made up by customers.
• Validation of configuration for Cisco product.
• Supporting Customers all over the world.
• Approving discounts made up from the sales department.
• Train, supervise & mentor trainees to achieve their KPIs.
• Proactive in regards to the improvement of processes and procedures.
• Maintain professional work relationships with colleagues, supervisor and manager.
• Attendance and punctuality.
• Teamwork spirit.
• Establishing and running the team operations.
• Sets and reviews the center metrics and works on any corrective action to realign the center metrics with its goals.
• Planning the support center activities and monitoring Quality of Service objectives.
• Manages communication of Support Team with different Teams within the organization as well as with other outside entities.
• Following up on the day to day operation of the team.
• Responsible for following up on the team technical readiness.
• Supervises the support team on day to day issues.
• Mentors the team and makes sure the SLA is met.
• Acts as a second line of support and an escalation point for the customer support team.
• Deal with Technical support incident related to Professional and Premier Customers to deliver technical solution with the service level .
• Supporting all Microsoft products.
• Providing sales and with a Quota and targets to Microsoft products.
• Keeping up to date with latest Microsoft technologies.
• Supporting premier Customers in MEA region.
• Troubleshooting Technical Issues for windows and basic Microsoft products.
• Train, supervise & mentor trainees to achieve their KPIs.
• Work as a part of a team to ensure offering the best support to the trainees.
• Attendance and punctuality.
• Teamwork spirit.
• Dealing with several kinds of personalities.
• Managing sales and Saving Customers.
• Satisfy our Customers. Own and manage the client relationship: resolving calls efficiently and effectively.
• Ensure service level agreements are met and maintained.
• Proactive in regards to the improvement of processes and procedures.
• Communicate positively with all involved parties in order to facilitate customer's reception of the expected distinguished service.
• Meeting service level in handling all transactions measured through productivity reports.
• Teamwork spirit.
• Installing several types of windows and repairs.
• Backup files.
• Dealing with face to face customers.
Technology Department. (Vodafone) In summer 2007
Learned:
·1 Drive tests.
·2 Managing the UMTS network.
·3 Monitoring the cells activity.
Network Field Management. (Vodafone) In summer 2006
Learned:
·1 Acceptance.
·2 Maintenance of cells hardware.
·3 Drive tests.
• PMP “in rolled” • ITIL • Soft skills/self-development course: (Vodafone) • GSM. (Global System Mobile) (High Tech. Center ) • CDMA. (Code Division Multiple Access) (Jelecom) • CCNA (Cisco Certified Network Associated) • MCTIP (Microsoft Certified IT Professional) )