Hélène De Baynast Email & Phone Number

Luxembourg

Luxembourg

• Manage operational performance reviews with technical departments in charge of the design, support and maintenance of the telecommunication infrastructures and services, in order to improve customer satisfaction in the ICT/telecom business (fixed & mobile services).• Responsible for the design, implementation and improvements of the Service Level Management process, to ensure that products and services in the Telecom business are delivered to agreed achievable targets• Manage the continuous improvement of the Critical Incident Management process within POST Technologies

Luxembourg

- Project Manager of the migration of ITSM tool (Service Now) to manage incidents and service requests, in alignment with telecommunications regulatory requirements- Support for end-to-end operational process design & Continuous Service Improvement- Support for Critical Incident Management

Luxembourg

My team is in charge of the following activities:• Implementation of procedures related to Operations Services for POST Technologies, in alignment with transversal processes• Participation to continual service improvement process of product and services of POST Technologies• Management of planned works process of POST Technologies (including Change Advisory Board and notification of customer maintenances)• Customer service support for technical service requests (incident reports, request for information,..)• Provide Service Delivery Management services for bespoke SLA contracts (including SLA reports, Service Review Meetings, definition and follow-up of improvement plans)

Luxembourg

• In charge of Service Delivery Management team (telecom key corporate customers)• Dedicated Service Delivery Manager for European Institutions in collaboration with Belgacom - International Connectivity (based on DWDM and SDH technologies) for European Commission and European Parliament (Luxembourg/Brussels/Strasbourg) - Telephony: VOICE projects for European Commission and European Parliament

Luxembourg

• Ensure that account and project engagements under their purview are receiving optimal support and customer satisfaction is maintained at industry leading levels (telecom area).• Liaise between telecom key corporate customers, technical experts and sales account managers to ensure consistent communications and quality service delivery.

Luxembourg

• Member of the u-2010 European project (3-years Integrated Research Project, www.u-2010.eu), interfacing on a daily basis with the consortium (16 partners from 8 European countries including major players in the IP business dealing with innovative and state-of-the-art communication technologies).• Support of sales and business development related to web-based alert and notification management services in crisis communication (https://www.alarmtilt.com).• Design marketing brochures and customer presentations

Paris Area, France

• Project Manager for ORANGE FRANCE (Paris) ; April 2006 to Sept 2006- Design, build and run of interconnections of telecom operators to Orange France Core network • Consultant for BOUYGUES TELECOM (Paris) ; April 2004 to April 2006- Process analysis/design related to end-to-end radio network dimensioning (Voice & Data)- Design and coordination of the deployment of a standardized BSS architecture application for all regional radio engineering departments

Paris Area, France

• Consultant for ORANGE France (Paris)- Radio network design and dimensioning (BSS Alcatel & Motorola).- Analysis of network profitability and management of traffic flow quality.

Final-year engineering internship - Radio Engineering Dept (Metz - France)

Computer Networks Internship – Internet Banking Dept (Luxembourg)

Marketing Internship – Pre-Sales Dept (Paris)

Telecommunications Networks Internship (France Telecom Transpac)