Fabrice Saint-Martin
Service Assurance Manager at Brodynt | Now part of Expereo- Claim this Profile
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Anglais Full professional proficiency
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Français Native or bilingual proficiency
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Espagnol Full professional proficiency
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Créole et pidgin, basés sur le français Native or bilingual proficiency
Topline Score
Bio
Nuria Leon
As an account executive, Fabrice is a great professional, dedicated and proactive. I was impressed by his skills and his knowledge on Telecom, Networking & IT in general. Always ready to learn more. He is extremely attentive to detail. Fabrice is very pleasant to work with, he has always a smile on his face. Even when he is busy, he finds always the time to act and give a full support to my customers.
Amanda Conde MBA, MBCI [She/Her]
Fabrice was in my team while working at COT as a Team Leader. He has always supported the team and management in delivering the best service to our Customers, particularly with his flexibility in terms of languages and technical knowledge, accepting new challenges when being short in resources or even supporting the training of new comers. Fabrice is a great team player, always positive and with a great sense of humour, he has been very collaborative with colleagues when setting holidays or bank holiday coverage.
Nuria Leon
As an account executive, Fabrice is a great professional, dedicated and proactive. I was impressed by his skills and his knowledge on Telecom, Networking & IT in general. Always ready to learn more. He is extremely attentive to detail. Fabrice is very pleasant to work with, he has always a smile on his face. Even when he is busy, he finds always the time to act and give a full support to my customers.
Amanda Conde MBA, MBCI [She/Her]
Fabrice was in my team while working at COT as a Team Leader. He has always supported the team and management in delivering the best service to our Customers, particularly with his flexibility in terms of languages and technical knowledge, accepting new challenges when being short in resources or even supporting the training of new comers. Fabrice is a great team player, always positive and with a great sense of humour, he has been very collaborative with colleagues when setting holidays or bank holiday coverage.
Nuria Leon
As an account executive, Fabrice is a great professional, dedicated and proactive. I was impressed by his skills and his knowledge on Telecom, Networking & IT in general. Always ready to learn more. He is extremely attentive to detail. Fabrice is very pleasant to work with, he has always a smile on his face. Even when he is busy, he finds always the time to act and give a full support to my customers.
Amanda Conde MBA, MBCI [She/Her]
Fabrice was in my team while working at COT as a Team Leader. He has always supported the team and management in delivering the best service to our Customers, particularly with his flexibility in terms of languages and technical knowledge, accepting new challenges when being short in resources or even supporting the training of new comers. Fabrice is a great team player, always positive and with a great sense of humour, he has been very collaborative with colleagues when setting holidays or bank holiday coverage.
Nuria Leon
As an account executive, Fabrice is a great professional, dedicated and proactive. I was impressed by his skills and his knowledge on Telecom, Networking & IT in general. Always ready to learn more. He is extremely attentive to detail. Fabrice is very pleasant to work with, he has always a smile on his face. Even when he is busy, he finds always the time to act and give a full support to my customers.
Amanda Conde MBA, MBCI [She/Her]
Fabrice was in my team while working at COT as a Team Leader. He has always supported the team and management in delivering the best service to our Customers, particularly with his flexibility in terms of languages and technical knowledge, accepting new challenges when being short in resources or even supporting the training of new comers. Fabrice is a great team player, always positive and with a great sense of humour, he has been very collaborative with colleagues when setting holidays or bank holiday coverage.
Credentials
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ITIL Foundation v3
-Jan, 2016- Nov, 2024 -
CCNA - Cisco Networking
Cork Institute of TechnologySep, 2000- Nov, 2024 -
Black & White / Photojournalism
Tower Hamlets CollegeSep, 1998- Nov, 2024 -
English - Advanced Certificate
Tower Hamlets CollegeSep, 1998- Nov, 2024 -
English - First Certificate
Newham College of Further EducationSep, 1997- Nov, 2024
Experience
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Brodynt | Now part of Expereo
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Spain
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Telecommunications
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1 - 100 Employee
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Service Assurance Manager
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Dec 2019 - Present
* Global Internet Access: Dedicated / Broadband / SD-WAN * Monitoring all-new Internet installations performances. * Strong Relationship with the NOC Engineers available 24x7/365 * Full Support Tickets Management / Proactive incidences * Escalations Level 2 - Service Delivery / Provisioning / Support * One-Stop-Shop Office Brodynt is a Virtual Network Operator offering Telecom and IT solutions to national and international Service Providers such as ISPs, Carriers and System Integrators. We are wholesale and cost-effective, yet our business-grade network solutions can be deployed in more than 200 countries and territories through a partner base of hundreds of partners. Our remarkable advantage of being partner-neutral lets us choose the most appropriate solution taking into account the full scope of what is really available at each location around the globe. By partnering with Brodynt, companies are able to monetize their corporate customers’ international connectivity and networking needs, offering more value to customers while differentiating from competition, and fully quoting on global bids, in order to bring in more potential business and increase their chances of retaining valuable key customers. Brodynt.com Show less
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Colt Technology Services
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United Kingdom
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Telecommunications
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700 & Above Employee
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Senior Technical Analyst / Service Delivery - IPVPN/VoIP/SD-WAN
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Dec 2013 - Feb 2019
Products: * IP> •IPAccess •IPVPN •SD-WAN •CPE Solutions; * Voice> •SIP Trunking •VoIP •Voice Line V; * Bandwidth> •Lanlink •Hub & Spokes •IQNet * Others> •Managed Services •Cloud UC •CEAs •Data Centers •Carrier Hotels * Technical, Commercial and Administrative Validation on Customer Orders for IPVPN, SDWAN and CPE Solutions. * Strong collaboration and interaction with Customer, Sales, Order Entry, and Service Delivery Teams in EU countries and India to clarify missing/unclear information. Applications: Siebel, SAP (C4C), Salesforce, XNG, OHS... * Responsible for processing the orders in Colt Workflow Tool (XTRAC) as per agreed SLA. Controlling the orders entered to Order Handling System (OHS). * Meeting objectives and KPI targets for both Lead Time, Quality and NPS. * Following and controling on customer enquiries, requests or complaints. * Single Point of Contact for order delivered via 3rd Party Providers (Offnet: wdsl, leased line, ull). * Support for Sales for IPVPN, SDWAN and CPE Solutions Orders. Show less
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Colt Technology Services
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United Kingdom
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Telecommunications
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700 & Above Employee
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Apr 2009 - Nov 2012
* Internal Promotion: Support on Escalations, Known Issues Database.* Advanced Router Configuration, Transmission SDH, Colt Online Processes * Assistance & Monitoring the new agents within the team. * Ensure consistency within processes. Status updates.
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Apr 2007 - Mar 2009
* Provide Technical Support to French, English & Spanish Customers.* Use Telephone, Email & Web-based solutions. Incident Ticket Management. * Manage customer services tasks - Third Party provider. ITSM, XNG, OHS applications
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Philips
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Netherlands
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Hospitals and Health Care
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700 & Above Employee
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May 2004 - Mar 2007
* Outsourcing: Sitel Iberica - Project PHILIPS* Internal Promotion: Back Office, 2nd Level.* Known Issues, Escalations, Support Pages* Software & Firmware upgrades, Connectors.* HDTV, 4K Ultra HD, OLED, HDMI, Ambilight.
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May 2003 - Apr 2004
* Outsourcing: Sitel Iberica - Project PHILIPS* Providing Support on Philips Products (fr/en/es)* Sound & Vision, Media players (Plasma, LCD, DVDr...)* Excellent Knowledge on New Technologies.
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Agilent Technologies
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Biotechnology Research
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700 & Above Employee
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Customer Service Rep. / Data Migration - LSCA (Life Sciences Chemical Analysis)
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Nov 2002 - Apr 2003
* 6 Months contract - Project Independence * Data Migration: Siebel, SAP, Oracle application * Merging multiple datasets into Siebel. * 6 Months contract - Project Independence * Data Migration: Siebel, SAP, Oracle application * Merging multiple datasets into Siebel.
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Apple
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United States
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Computers and Electronics Manufacturing
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700 & Above Employee
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May 2001 - Oct 2002
* Internal Promotion: Customer Service (Premium)* Working closely with the Apple Care subscribers * 3Years Warranty - Dedicated clients listings.
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Aug 2000 - May 2001
* Call center: Providing technical support (fr/en/es)* Apple Products, Systems peripherals & Software* Uploading files on SAP database, File Maker Pro
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CITA OUTRE-MER
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Martinique
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Security and Investigations
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1 - 100 Employee
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Customer Service Consultant
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Sep 1994 - Aug 1996
* Télésurveillance / Vidéosurveillance. * BTS Assistant Direction / Project Management * Preparing Sales payrolls & commissions. * Télésurveillance / Vidéosurveillance. * BTS Assistant Direction / Project Management * Preparing Sales payrolls & commissions.
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Education
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1996 - 1997
Université des Antilles
Master en informatique -
1994 - 1996
CIFAB ASFO (971, GPE)
BTS - Assistant de Direction, Project Management -
1992 - 1994
Lycée Sadi Carnot (971, GPE)
Bachelor of Technology - BTech, Technologie informatique
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