Goos Mante Email & Phone Number

Wormer

Vrijwillig

Diemen

planning engineers for fiber project KPN / Alcatel Lucent

Service Assurance Technician

Activities:• Owns the end-to-end technical service and repair process• Guarantee the process meets the BT GS diagnosis and repair performance targets or thecustomer related SLA.• Ensures that all involving parties in the repair chain displays customer care attitude and keeps thecustomer informed.• Proactively suggest recommendations to BT GS system engineering (Sales, Project, Service Relationship Managers and Account Managers) as well as to the Customer in order to improve the service performance.• Manage fault escalation process to secure appropriate level of attention.• Extensively interacting with international third parties engineers (EMEA, APAC and AMECduring the problem solving process.• Supporting the day-to-day management and supporting these services (PTT/OLO, MPLS, MPLS over IP circuits, i.e. ISDN, PSTN – Hardware devices i.e. muxes, modems, ISDN back up, routers, PABX) and management of the various vendors and third party suppliers for timely repair withinservice/product specific SLA.• Highlight to management any difficulty encountered with internal or external suppliersFault Handling• Manage conference calls whenever required to assure customers of the best attention at all times and to increase the level of understanding of people of different cultural backgrounds in order to decrease the fault resolution time.• Drive both internal and external Management Escalations to raise level of attention and securequick resolution of the fault.• Manage and control both the written and verbal reports in order to secure continuity in the fault handling process.Principal Working Relationships: (internal/external customers and suppliers)

Helpdesk Employee

The job consisted of redressing and finding solutions for technical failures and breakdown reports from clients, often computer of configuration problems. Analysing of the complaint and helping the client to get rid of the problem. If the problem was in the Casema/Ziggo network, preparingof a ticket and relaying it to the NOC, or, if the problem was in the Casema network, the planning of a service technician who had to solve the problem onlocation.

Den Haag / Utrecht / Amsterdam

Finding solutions for technical failures and breakdowns relayed from the first line helpdesk; often the problems were related to problems in the local area exchange stations of KPN. Primarily I had to search for configuration problems. If the problem was in the domain ofNOC, the ticket had to be relayed to the third line. If the problem was due to a failure in the local area exchange station, the ticket had to be relayed to the technical unit or a service technician had to be put in line to make an appointment.

Zoetermeer

Privately held company Outsourcing/Offshoring Industry Jan 1996-jan 1998 (2 years onemonth) ZoetermeerTelesales employee for diverse products, such as Het Zilveren Kruis, Dienst Omroep Bijdragen, Tell Sell

The Hague Area, Netherlands

Privately held company Facilities and Service Industry, Sorting and delivery of internal and external mail for all the linked office buildings

Leiden The Hague Area, Netherlands , Zaandam Area

1986 Omroep Rijnland 1987 - 1989 Rano Ziekenomroep Den Haag1988 - 1992 Lokatel Radio Den Haag1992 - 2008 Sportsignaal radio Den Haag broadcasting on Den Haag FM2008 - 2012 Zaanradio Zaandijk2003 - 2022 Poprockfm.com

1, English , French , German, Economics, History,Geography

Activities and Societies: Oegstgeest

Education record