Providing technical support and assistance to Fortinet certified partners and customersRunning real-time troubleshooting sessions with partners or customersTesting and reproducing partner/customer issues in LaboratoryReporting Software/Hardware related issues to R&D department

Expert in telephony solutions (PBX Avaya, NICE and ASC recorders…)Advisor in network design and securityManaged large-scale projectsInstalled and maintained VoIP systems for financial companies and industriesSolved customers incidents dispatched through ticketing systemKey achievements:Upgraded VoIP architecture for a world leading industry (over 1000 users, European wide project) while assuring continuity of serviceDesigned and implemented a new call center to improve quality of service and statisticsCreated new procedures to guide help-desk agents define customers' technical issues

Software development for modeling mobile phone networks in collaboration with product owner, Java programers and network architectsCreated technical specifications for the released software featuresParticipated in Scrum meetings and product sprintsTested and validated newly implemented software featuresManaged ticketing system and L3 support for EMEA regionKey achievements:Led project to integrate OpenStreetMap as a new layer for visual interfaceImproved the management of tickets by creating new report categories

Designed network solutions for customersBudgeted telecom and network projects (hardware costs, man-hours required etc.) Created business proposals including the technical solutions, pricing, time schedule of customers’ projectsCounseled customers to define their needs and propose personalized solutionsKey achievements:Designed, quoted and managed new telephony system and network security equipments for a local enterprise