Senior Consultant - Customer Professional Services
Alcatel-Lucent
Total years of experience :26 years, 8 Months
Part of a leadership team responsible to lead the deployment of LTE and VoLTE for AT&T across the US and contribute to finding new Services opportunities for Network optimizations in order to improve customer quality of service and maximize ALU revenues and margins.
Responsibilities include:
Professional Services Project Management i.e.:
• Live-market deployment & optimization of high traffic venues across the USA
• Customer market efficiency & high Standards
• Quality of Service & Performance Optimization
• Finding new Services opportunities for customers in Asia, EMEA and CALA
• Support of other smaller customers (non-at&t) such as iCONNECT and GTA (Guam Telecom).
ACHIEVEMENTS:
• AT&T Super Bowl Project - Phoenix Arizona - Dec 2014 to Apr 2015
o Represented ALU as a RF performance and optimization consultant on AT&T premises in Phoenix
o Lead LTE deployment and optimizations activities
o Interfaced with customer entities as well as ALU contractors, vendors and business partners as well as operational stakeholders in order to make the biggest event of the year in the USA successful for AT&T customer
o Provided best in class performance in terms of coverage, capacity & quality to AT&T users during the period from Dec 2014-Jan 2015 Games leading to the Super Bowl on Feb 1, 2015 at Stadium and Event Venues
• AT&T Small Cells in-building deployment Project - Manhattan NY - in progress
o Analysis of Services measurement data (throughput, PRB utilization, retainability, accessibility KPIs) and identification of congested macro sectors on the LTE air interface enabled the creation of a search polygon of target buildings
o Work in progress in order to fulfill an agreement with the customer for proceeding with Small Cells deployment of identified buildings
The main responsibility is to define strategies and recommendations to introduce new Multi Generation wireless products in live customer networks worldwide, assess performance, optimize KPIs and provide in depth end-to-end engineering expertise to ALU operational teams and customers in all regions.
Achievements:
• Management of Carrier deployment Mobility projects contributed to facing the considerable increase of traffic and maximizing overall network performance for ALU customers worldwide.
• Management of LTE/UMTS Mobility projects lead to a successful and high performance LTE deployment and expansion.
• Built a relationship of trust with customers specifically AT&T.
For each managed project, responsibilities included:
• Manage the implementation of all the technical aspects of the Customer Project, in terms of feature content, delivery date and quality of the technical solution, from offer preparation through deployment activities and customer acceptance
• Manage day to day relationship with the customer
• Coordinate project activities with ALU upper management, R&D and architecture teams
• Brainstorm and prepare the deployment strategy with the customer
• Assess performance on live customer networks (First Field Application - FFA), monitor QoS, evaluate main Network KPIs, fine tune and optimize parameters
• Prepare the final Feature Assessment package for Customer acceptance
• Present the Feature Assessment to the customer. Once accepted, the feature is tagged as globally available (GA) in all customer networks and the customer fulfills its financial obligations towards ALU
• Develop, maintain and broadcast Network Performance engineering skills and training to regional operational teams and customers
PROJECTS:
AT&T - 4th carrier introduction in New-York Manhattan area
April 2011
AT&T - 5th carrier introduction in Las Vegas Convention Center
September 2011
SPRINT - 3rd carrier deployment
June 2014
AT&T - Cell Reselection Control in a Hierarchical cell structure (HCS)
December 2011
o Prioritization of cell layers and high mobility detection for mobiles
AT&T / Orange France - Intelligent Multi-Carrier RRC Connection Allocation (iMCRA)
October 2012
o Provides the customer flexibility to define its load management policy between its carriers based on the best use of its access carriers resources.
AT&T / Orange France - Intelligent Multiple Carrier Traffic Allocation (iMCTA)
January 2013
o Allows Inter Carrier / InterRAT handover of UE in case of RF coverage gap, call admission control failure or load condition change.
AT&T - Traffic Management Evolution
August 2014
o Introduces more controls for the service provider for load balancing and call admission; as well as increased flexibility of managing traffic across carriers
AT&T - UMTS to LTE Cell Reselection
April 2011
o Reselection to LTE latency estimates (~7 secs)
o Optimizations performed in order to decrease latency time (~5 secs)
AT&T - LTE to UMTS Handover
June 2011
o Provides PS Service continuity when a user leaves LTE Network coverage.
AT&T / Orange France - Redirection to LTE at CS call completion
February 2013
o 8 secs to 0.4 secs improvement for UE back to LTE latency.
AT&T / Orange France - CS Fallback Enhancement LTE to UMTS
March 2013
o CS call set-up time in 3G reduced by ~450ms.
AT&T - Single Radio Voice Call Continuity from LTE to UMTS (SRVCC)
November 2013
o Allows a quicker relocation to 3G when VoIP is not supported in 3G.
The main responsibility is to ensure that all customer service requests (CSRs) are screened and delivered in a professional way from a solution point of view in order to get satisfied customers and secure profitability for ALU.
Achievements:
• Lead team in screening, fixing and delivering 1962 CSRs in 15 months
• Lead team during 3-months long blitz mode, in which product release was on critical path due to CSRs blocking AT&T and TNZ customers’ deployments. Maintained focus and prioritized key CSR resolution
• Maintained proactive working attitude for problem analysis and solving, innovation, optimistic working way to face any challenge, and customers oriented service mind
• Core team size: 3 subordinates in NA in addition to 4 subordinates in Bangalore
Responsibilities include:
• Leadership of a multi-site support team located in Montreal, Ottawa and Bangalore:
o Process large volume of email threads (100+ daily) which track and raise defect from customers worldwide such as: AT&T USA group, Vodaphone group Europe and Middle East, Etisalat, China Unicom, SK Telecom South
Korea, TNZ New Zealand
o Assign CSRs to software designers for implementation
o Overall decision maker with respect to priority calls within the support team
o Manage progress and chair coordination meetings with the team
o Work closely with customer teams around the world to ensure all required information related to the customer issue is collected
o Ensure full validation and quality to the customer's satisfaction
o Confirm staffing and adjustments in coordination with senior management
Oversaw, designed and implemented various design projects of the Universal Mobile Telecommunications System (UMTS) 3G Wireless network.
Achievements:
• Worked on 10+ required customer features through 6 releases; participated in some or all of the features’ lifecycle i.e. requirements definition, design, implementation and validation
• Delivered quality solutions on time as per project milestones
• Won award for the highest number of defects fixed; 80 CSRs resolved in a 4-months span; outgoing CSR rate of 4.75 / week
• Acquired substantial leadership experience
• Contributed to the overall success of the product through quality-focused feature design and development, strong domain knowledge applied to design and testing and fostering team-oriented working
. Developed device driver software for sophisticated interactive graphic cards.
. Contributed to enforcing the company’s graphic cards’ superior image quality, practical ingenuity and unwavering stability by providing software solutions that are renowned for their technical innovation, reliability and focus on productivity enhancements.
. Assisted the maintenance engineer in the Hardware and Software configuration of Mainframes, mid-range systems and PCs; setup of network solutions, installation of memory cards, printers and drivers.
- HEC MONTREAL, top 100 MBA programs in the World – The Economist
GPA: 3.75 Degree conferred with distinction.