Monitor and improve business processes, promote efficiency, coordinate and lead key projects for improvement across organizational levels.Leading company digital transformation involving major cloud business platforms like G-Workspase and Jira Atlassian.

Customer Operations involving functions as: 1st and 2nd Level Customer Support | Order Management & Provisioning | Field Service management | Business Customer Activation | Wholesale / Buy Processes | Regulatory Framework. - Led several transformational IT projects promoting process automation, information integrity & UI experience - Developed QA performance context for identifying patterns, trends, and cost 'leaks'- Re-engineered 100+ processes for Tiers 1 and 2 support, and dispatching activities

Controlled all customer support Tier-2 incident handling & training activities. Analyzed and designed ITIL based requirements for CRM ticketing platforms (BMC Remedy | Siebel). Defined provisioning flows and escalation process to 3rd parties. Managed several projects for network tools adaptation in ticketing systems. Interacted with regulators, studying compliance, incidents, fulfilment, etc.

Manage 2nd level technical support of residential and business customers for voice, data-internet (ADSL) and IPTV services. Documentation, process re-engineering, KPIs, and functional restructuring.

Partnered with other carriers on interconnection issues. Evaluated voice services’ legal matters highlighted by the regulator, EETT (Hellenic Telecommunications and Post Commission).Project: design and deployment of voice network – Incorporated:11 national PoPs (points of presence) plus 2 based in London and Cyprus. Design – pure TDM circuit-switched network supported by Class 5 switches and SS7 signalling links between all interconnection points. Later service expansion to LLU (local loop unbundling) users for direct access over V5.2 and ADSL.

Owned design, installation and start-up of VoIP and internet network (21 national and 1 international (London) PoP) – controlled system monitoring, network capacity, and topology planning. Voice services built on VoIP technology, ECI gateways, VocalTec (Israeli telecom equipment provider) gatekeepers over H.323.

Installation, administration, and maintenance of voice network (6 national and international PoPs). Partnered with international operators, and vendors including RAD, ECI Telecom, and Nuera Communications Inc.

Pre-sales support, Installation superintendent with expertise on Business PBXs, Structured Cabling and Fiber Optics

Structure cabling implementation, wiring specialist for both copper and fiber optics installations. Worked internationally as pre-sales and Area Manager in ME and Gulf Area