Profile
Support engineer with 11 years of experience handling customer issues across enterprise, consumer and operator segments. These years gave me the opportunity to work on every kind of issue (access, core network, handset, service), requiring cross-functional work with the full range of support teams involved.
Beyond my technical expertise, I've developed strong ease in customer relations through regular exchanges across all channels, including in person, from individual customers to very large corporate groups, under demanding mission constraints.
Having distinguished myself technically, I have also delivered training, supported changes, documented procedures and led projects.
Professional Experience
Support Engineer
- End-to-end & roaming support
- Mobile protocol analysis, radio and core network
- End-to-end analysis of complex incidents
- Level 3 support: MVNO, Key Accounts, B2B
- Inbound/outbound roaming support
Support Engineer
- Management of support procedures and creation of complete technical business documentation
- Technical training for technicians and support staff
- Analysis and optimization of support for recurring issues
- Management of PMR, Radio and mobile voicemail incident typologies
- Incident backlog management
- Implementation of KPI tracking and service performance monitoring
- Recurring presentations to other departments highlighting recurring and high-impact issues, as well as backlog trends over time
Support Officer
- Handling of complex cases, VIP and major corporate accounts
- Technical referent for mobile voicemail and activation
- Referent for anomalies on the shared network
Level 2 Technician, Mobile SST
- Handling network cases, investigations and escalations to higher-level teams
- Application of the AFNOR framework to improve customer experience
- Handling provisioning cases across all incident types
- Referent for the voicemail typology: incident handling, documentation, internal training, reporting
Call Center Technician — SFR Business Customer Support
On behalf of SFR Business customer service — assignment within Osiatis Econocom
- Call handling and incident resolution for SFR Business Team clients (Voice/Data/M2M/Convergence)
- Technical assistance for fleet managers on all types of mobile devices
- Level 1 and 2 technical support, including BlackBerry BIS/BES solutions
- Front Office trainer, backlog management
- Level 1 technical referent for Voice/Data/M2M/Convergence solutions
- Analysis of complex network cases for escalation to level 2
- Backup for Dedicated Support Offers & OPACHE
- Proactive monitoring, alerting and generic incident management
Software Tester / Integrator
- Compliance testing of specifications and functional testing of an internal tool
- Integration and linking of tool appendices (macros, user training)
Web Developer
- Web developer: website and intranet creation
- IT fleet management, hardware configuration
Sales Advisor
Weekend contract (Saturday & Sunday)
- Customer advice, guidance, purchase assistance
- Aisle management: facing, restocking, shelving
Education
Master's Degree in Computer Science
Skills
Mobile protocols & signaling (3GPP)
- S1AP, Iub
- SS7, MAP, ISUP
- GTP-C / GTP-U
- Diameter: S6a, S9, S13 (4G roaming), Gx, Gy, Gz
- SIP, RTP
- CAMEL
Support & network
- Mobile protocol analysis (radio, core network)
- Inbound/outbound roaming support
- Level 1 to 3 technical support
- Backlog management and tracking
Management & methodology
- Writing support procedures
- Optimization of recurring incident processes
- Management of incident typologies (PMR, Radio, VMS, IS)
- AFNOR framework — customer experience
Training & customer relations
- Technical training for support teams
- Customer relations and communication (VIP, key accounts)
- Call center management
Projects
keygest.fr brings together 3 tools, designed and built with AI assistance:
loc.keygest.fr
Rental property management platform for landlords: property and tenant management, lease creation, rent receipts, move-in/move-out inspection reports and other rental management documents, financial KPIs, and LMNP tax management. Associated tenant extranet with access to rent receipts, leases, inspection reports and rental management documents.
View site ↗money.keygest.fr
Personal finance management: tracking recurring and one-off transactions, multi-account management, projected balance, expense optimization and project budgeting.
View site ↗beb.keygest.fr
Roaming tool: two-way time zone conversion, MCC/MNC network codes, international dialing codes and French departments.
View site ↗