• Leading and managing the Network Technical Assistance Center Team(Level 1 & 2) incl. 24/7/365 operation• Supervising the monitoring, controlling and administration of SatelliteNetworks, HUBs, worldwide Remote Links and initiation of correctiveactions

In SkyVision, a global IP connectivity company, I work in large and varied services platforms in the NOC such as VSAT-Networks, Wireless Transmissions, Internet Solutions, Private Networks, TV broadcast, etc.1. ONLINE NOC SUPPORT • Customer Hotline 1st and 2nd Level • Immediate Troubleshooting with the on-site customer or VSAT field engineer/technician • Line-Up support with the field engineer/technician • Initiate service interventions, contact service partner for on-site service, guidance during on-site maintenance, update and close intervention order2. SAP • Create/Update/Close trouble tickets according the agreed procedures • Update tickets and tracing any action in the appropriate trouble ticket • Follow up on trouble tickets opened including interventions order3. MONITORING • Check RF interference issues with the Satellite Companies and try to define the root cause and to eliminate them, escalate to next support level if needed • Check of monitoring tools (e.g. CA Spectrum, NetXplorer, Nagios etc.) • Analyze monitoring tools to detect utilization issues and inform customers4. DOCUMENTATION • Keep customer information updated in the respective applications & tools • Help keeping NOC internal procedures up2date • Generate Reports

Nominated as the best Front-office agent (Hotline support) after only one year spent there, I was promoted to the Back-office team and Back-office Managers.►SUPPORT1. Give level 2 and 3 support and assistance to customers2. Initiate technical intervention on customer's installations3. Coach and train new rookies for the back-office and hotline center 4. Support and help teammates improve performance ► MONITORING1. Daily functional check of incoming calls and monitoring tools 2. Follow procedures in case of core equipment failure and mayor alarms3. Monitor the QoS board and team performance to ensure efficiency in service delivery►REPORTS1. Keep internal procedures updated2. Generate Reports for the head managers (daily and per hour)

As the first line customer's contact (Front Office):◘ Customer Hotline (1st and 2nd Level, depending on customer priority)◘ Help customer in his installation (ADSL modem, TV and phone)◘ Immediate Trouble Shooting with the customer over the phone◘ Initiate service interventions on customer's side◘ Provide support in DSL Networks, TV decoders, PSTN network issues, computer's internet configuration, etc.

My first experience in a professional world was in the ASECNA (Agence pour la sécurité de la navigation aérienne en Afrique et à Madagascar) earth station. And my main activities turned around: ►MAINTENANCE 1. Check the antennas' installations 2. Check Feed Horn for cracks or damages 3. Ensure that the Indoor Equipment is kept clean and dry 4. Ensure that items not in use are properly stored► MONITORING1. Check of monitoring tools permanently (e.g. Carrier Monitoring System, Nagios etc.) 2. Initiate updates of monitoring tools, if needed3. Follow procedures in case of alarms4. Daily functional check of monitoring tools ►Documentation1. Keep internal procedures up2date2. Generate Reports for the Networks