Contracting for the ISP SouthernPhone. Member of a team of 10 technical support agents over the phone.The mission was to help end customers resolve their technical issues in order to re-establish home internet and landline services. Wide range of issues to resolve including incorrect cabling, slow speeds, faulty equipment and line faults to be escalated to upstream network carriers (AAPT, TPG, Vocus).Type of services: ADSL and NBN (FTTN, FTTP, Fixed Wireless, Satellite). PSTN and VoIP landlines. Backend software: Finesse, Jabber, Frontier, Engin wholesale and voicemanager, Vocus, CRMKey responsibilities:• Direct customer support over the phone, identifying issues and resolving them in a timely manner• Explaining cause of issues to elderly customers in a non-technical manner• Troubleshooting unknown issues, finding workaround and sharing solutions with the team• Proactive communication with the team to recognise patterns and identify outages• Procedure writing regarding the tools used to train new recruits• Escalating complex issues after gathering as much troubleshooting data as possible

Within the GCSC (Global Customer Solution Center) team, I worked in both client projects and internal infrastructure evolutions.IBM System X client projects:• Automation script development, leading to improvement of speed (up to 3-fold) and quality of configuration (less human intervention leading to less mistakes)• Procedure writing, to be used by a technician team • Daily technical support of a technician team • Linux and VMWare ESX system deployment, customisation and administration • Coordination with client teams around the world during implementation of new solutionsInternal infrastructure maintenance in a virtualized environment:• Daily monitoring and troubleshooting• Windows server domain controller migration (2003 to 2012) in a production context, including an extensive study with implementation tests and a final time-clocked deployment with an interruption of production of the supply line• VM and NAS storage migration toward an IBM Storwize SANKey responsibilities and achievements: • Manager of the whole internal information system for the last year, in charge of its general health and operating reliability• Migration of the critical core servers of the department’s infrastructure from Windows server 2003 to 2012, of which the ability to work of 20 employees directly depends• Live migration of the SAN storage used by the department’s VMWare ESX servers towards new appliances, on which all the core servers are hosted as virtual machines• Design of the configuration process for an entire project, including the development of approximately 20 automation scripts to be used by a technician team for a year on over a 100 server solutions in destination of many countries in Africa, America and Europe.• Technical support for a technician team on the supply chain for several projects against the clock to meet the delivery deadline of clients

Web development in Microsoft environment :• Complex data-intensive websites• Languages : C# ASP .NET• Time-optimised SQL scripts development to migrate millions of data lines towards a new database structure• SQL Server databasesKey responsibilities:• Managing the database’s evolutions• Deployment of master branch to the pre-release environment; Tests and delivery to the client