Service Delivery Specialist

• juin 2020 - - aujourd’hui

Technical Operation Owner

• mai 2018 - mai 2020

Responsibilities: •Technical owner of the shared Mobile Device Management platform based on Mobile Iron technology for Orange customers (Internal & External) .•Incident, pro-active and Crisis Management.•Performs pro-active service maintenance actions to maintain service availability and reduce risk.•Coordinates and may contribute to service restoration actions.•Review and analyze of the service availability of the platform.•Key contact for PMs and Management for escalation's and crisis management.•Trouble shoot and diagnose problems in existing network structures and/or customer servers leading to effective and efficient problem resolution in order to meet requirements of SLA and contractual commitments to customer.•Validate and apply changes to server, application configuration or architecture, as requested by the customer or by internal teams.•Perform proactive service maintenance actions to maintain service availability and reduce risk.•Technical Implementation Owner for new customers/projects deployment.•Perform maintenance for Mobile Messaging services.Problem Management•Initiates and manages the action plans, including follow-up of implementation.Change Management•Attends CAB if a complex non-standard change is to be implemented and impacts the platform•Ensures change operational procedures are clearly described•Involved in Post Implementation ReviewsRelease Management•Manages the implementation of complex releases•Involved in the rollout planning, communication/training, installation and distribution phases of the processConfiguration Management•Ensures configuration management is up to date in tools.Capacity Management•Handles the analysis of the capacity reports for the applications she/he is responsible for, and defines the evolution to be considered, relying on Infrastructure & Engineering teams.Service Implementation•Owns or is involved in decision for hand over to Operations.•Maintains platform technical documentation.

Mobile Messaging Operations Level 2 Support -Expertise & Solution Center

• mai 2016 - mai 2018

Perform expert level support for Mobile Messaging technologies based on Mobile Iron device management and RIM Blackberry for messaging customers running on Exchange and Notes/Domino.- Troubleshoot and diagnose problems in existing network structures and/or customer servers leading to effective and efficient problem resolution in order to meet requirements of Service Level Agreements and contractual commitments to customer- Validate and apply changes to server, application configuration or architecture, as requested by the customer or by internal teams- Perform proactive service maintenance actions to maintain service availability and reduce risk- Act as a Technical Implementation Owner ( TIO ) for new customers/projects deployment- Perform maintenance (live cycle) for Mobile Messaging services

System X, Hardware Remote Server support Engineer

• avr. 2013 - avr. 2016

-Receive and entitle calls from clients. -Act as primary communication path between client and IBM technical support team.-The ability to converse at ease equally with site technician or Customer Executive.-Provide remote technical support assistance to clients and IBM technical personnel on High Volume product environment. -Perform hardware problem determination, problem source identification utilizing a range of tools, techniques, knowledge bases and processes. -Provide action plans to clients to resolve issues and act as interface with IBM field support staff as needed to develop and execute action plans to resolve client issues. -Maintain and update support case documentation. -Engage Level 2 support team when appropriate for case escalation and ensure that supporting data / template for escalation has been completed. -Contribute to high client satisfaction. - Recommend improvements to maintenance package or technical support tools, procedures or processes as required. -Monitor product and account performance / follow up as required to confirm case resolved.-Work on UEFI / BIOS ,operating system environments (Microsoft/Linux/AIX operating systems)-Queue watcher: assign cases to the team members taking into consideration the Contract + Severity and Priority

Wedding Planner

• janv. 2013 - mars 2013

-Organized Weddings + engagement parties + Birthdays -Organized a Valentine party. -Organized weekly a Family Party in a club.-Organized a day use for companies.-Decorates the halls weekly.-Design flyers for the events. -Active posts on Facebook and Social media. -Organized Weddings + engagement parties + Birthdays -Organized a Valentine party. -Organized weekly a Family Party in a club.-Organized a day use for companies.-Decorates the halls weekly.-Design flyers for the events. -Active posts on Facebook and Social media.

Internship

• juil. 2011 - août 2011

-Sessions taken by an institutor for mobile technologies such as 2G/3G/4G-Practically, we went on the streets to measure the mobile signals + knowing where the signals are failing , etc. (mobile Planning) -Sessions taken by an institutor for mobile technologies such as 2G/3G/4G-Practically, we went on the streets to measure the mobile signals + knowing where the signals are failing , etc. (mobile Planning)

Internship

• juin 2011 - juil. 2011

-Shadowing living Cases with customers such as Problem determination and solving.-Reading materials concerning the technologies that the company provides.-Doing a presentation in front of the team explaining what we have done and the information that we learned. -Shadowing living Cases with customers such as Problem determination and solving.-Reading materials concerning the technologies that the company provides.-Doing a presentation in front of the team explaining what we have done and the information that we learned.