Davy Evrard Yoro Email & Phone Number

● Orchestrate a team of technical support specialists, providing comprehensive guidance and hands-on training, resulting in reduced customer support issue resolution time and increased customer satisfaction scores.● Streamline support processes by implementing and managing a new ticketing system (Jira Service Management) from scratch, defining SLOs and KPIs, leading to reduced resolution times and improved customer satisfaction.● Maintain incident tracking documentation and organize post-mortem meetings to continuously improve service quality.● Develop and implement comprehensive technical training programs for 50+ team members, equipping them with advanced troubleshooting skills, resulting in decreased average resolution time.● Collaborate with cross-functional teams, including development, product, and quality assurance, to effectively communicate customer feedback and drive improvements in product design and functionality, leading to a reduction in product defects.● Liaise between partners (GTP, VISA, HUB2, mTARGET, etc.) and Djamo to ensure seamless integration and service delivery.Area of expertise: Ivory Coast, Senegal.

-I ensure the application monitoring of the port billing solution, the subjects of solicitations by customers (Subsidiaries), and I implement corrective solutions to minimize the impact of the unavailability of IT services, and when it is possible to prevent incidents.-I act as a force of proposal for the improvement of the process. I ensure that the controls put in place remain relevant and allow efficient monitoring of the sensitive points of the application.-I acquire a good knowledge of the specificities of the port invoicing solution, and communicate it to the entire support team, in the form of an operating mode, or standard processing procedure, to improve its efficiency.Area of ​​competence: Africa, America, Asia.

• Define and implement a system security policy;• Put in place the appropriate processes in order to organize and optimize the IT system (Management of incidents, problems, requests, etc.)• Write and update documentation ;• Manage several projects with the Scrum method in order to bring added value to researchers and employees, in particular the implementation of an ITSM/ITAM solution with GLPI and the management of knowledge bases with OpenKM;• Monitor the computer system to ensure 100% availability of applications, servers and more particularly that of Internet connections in order to ensure continuity of services ;• Contribute to the improvement of the IT tools used by the CSRS ;• Participate in the realization of development projects and implementation of applications in order to ensure that user needs are taken into account;• Manage intranet updates for internal staff information ;• Educate and train internal customers on the proper use of the system ;• Report periodically on the state of IT operations;• Plan IT interventions and installations ;

Abidjan

• Daily monitoring of all nodes of the IN / VAS network of four (4) subsidiaries of the Orange group (USSD, SMS, OCS, PCRF, DB, etc.)• Collect and troubleshoot alarm information generated in monitoring systems (Zsmart, HP OVO, ZMC, NetNumen etc.)• 100% resolution of customer complaints• Restore outages and perform event management to reduce customer complaints by 90% using ITSM Oceane tool• Interact with partners (SSPO, GOS, ZTE, etc.) to resolve incidents and problems• Provide technical support in the Front Office team for error resolution and event management• Regularly analyze alarms and fault status of the network and also perform routine preventive maintenance of the network according to the maintenance plan.Area of competence: Côte d'Ivoire, Cameroon, Guinea Conacry, Condo DRC.

 Daily monitor the elements of the transport network and IP of four(4) Orange subsidiaries (Optical fibers, ML, VSAT...) Perform preventive maintenance and manage the networkconfiguration. Identify, analyze and resolve dysfunctions, non-conformities,incidents and network infrastructure problems in compliance withthe SLA Liaise with FLM teams for maintenance activities Address TT / WO to contractors and field maintenance teamsengineers Support and led field failure management as required. Interact with partners (CAMTEL, Ericsson…) for the resolution ofincidents and problems.

Abidjan Cote D'Ivoire

 Interfacing between GNOC and Orange Subsidiaries Analyze and categorize incident tickets received based on domain andcriticality Liaise with monitoring and recovery staff to resolve issues in accordancewith SLAs. Regularly report the status of incident tickets to SMC Orange. Monitor and analyze the volume, categories and content of tickets toidentify any hidden issues / events Ticketing, Reporting and KPIs.

 Manage the IT network (updating, virtualization, management andmaintenance of IT equipment, etc.) Support and train users Configure CISCO and HUAWEI servers, routers and switches Cable and configure GNOC equipment (Abidjan site)

Cote D’Ivoire (Ivory Coast)

- Project Management of 5000 Cyber Community Center;- Project promotion support 1 student, 1 computer

Licence, Networking Of Computer Systems And Telecommunications

Activities and Societies: Communication officer of the student council. Winner of the LDJ Competition

Design Engineer, Computer Technology/Computer Systems Technology, Design Engineer Degree

Baccalaureate, Mathématiques,Sciences Physiques, Sciences Naturelles.

Activities and Societies: President of the science club. President of the budding genius club. Winner of the regional literary contest..