Christophe Jacques Email and Phone Number

As I have more than 15 years of B2B customer experience, I am looking for a job in the area of Service Management, Portfolio Management or Incident Management.I have experience in all customer related (tech & admin) issues, questions, complaints, problems, demands & expectations.My Curriculum Vitae is in attachment.Feel free to read, share, use, ...Do not hesitate to contact me,Christophe

Technical Department - Control RoomHandling incoming requests from customers & technicians.Activating new installations immediately, Real Time Invoicing.Quality Control new installations.Treating technical alarms (remote resolution or dispatch technician)Follow-up Internal technical requests.

Incident Coordination:* Receiving, treating, coordinating & solving technical issues within SLA.* Collaborating with & informing internal stakeholders such as Line Manager, Account Mgr, Service Mgr, experts, other departments.* Collaborating with external partners such as Proximus, Getronics, TATA communications, Ericsson, Tele2, Kpn Holland, Orange Business Services, Vodaphone, Simac, Nextel, Irisnet, ...First Line & Second Line Technical Helpdesk B2B:* Communication towards customers by phone, e-mail, fax & letter.* Solving technical problems for customers such as Adecco, SD Worx, Orange, Cassis/Paprika, BPO Nato Pipeline, Bpost, Blokker, Leen Bakker, USG Belgium, ...Additionally acting as a SPOC for administrative & commercial questions & problems.Support the following products:* Fix voice (pra, isdn, cps)* Ipvpn / Mpls networks* Leased circuits, 3rd party lines* CollocationAfter 2 years of front line management, I took a next step to second line technical department to enhance my technical knowledge.At the same time Incident Coordination was transferred to our department.This was very hectic but again I relished these challenges because it was EndtoEnd responsability.

Portfolio Management:* Handling a portfolio of 50 to 100 customers.(Thomas Cook, Attentia, Adecco, Callatay & Wouters, Aspria Belgium,...)* Treating customers requests on a daily basis.First Line Technical Helpdesk B2B:* Communication towards customers by phone, e-mail, fax & letter.* Solving all administrative & commercial questions & problems.* Solving technical problems or handover towards Second Line.Support the following products:* Fix voice (pra, isdn, cps)* Mobile voice* Ipvpn / Mpls networks* Leased circuits, 3rd party lines* CollocationIn 2010 Versatel NV was aquired by Mobistar.So we moved to Mobistar HQ in Evere.Our customers moved with us and we continued to give support to the same customers and products.Additionally I was introduced to the Mobistar Mobile (&fix) network.Our team acted as a SPOC for first line technical (non mobile) issues.(Technical mobile issues were handovered to second line)Additionally I was received a portfolio of about 100 customers.Invoicing questions, Simcard renewals, commercial questions, everything was treated.This was my first taste of EndToEnd responsablity, I like it very much.

First Line Technical Helpdesk B2B:* Communication towards customers by phone, e-mail, fax & letter.* Solving all administrative & commercial questions & problems.* Solving technical problems or handover towards Second Line.Support the following products:* Fix voice (pra, isdn, cps)* Mobile voice* Ipvpn / Mpls networks* Leased circuits, 3rd party lines* CollocationHere I learned the basics of IT in telecommunications.To solve the issues, all departments need to work together.Small company, big teamwork.