Tezcan Koray, Itil® 4, Psm I, Pspo I Email & Phone Number

• Provided technical support for Nokia Service Router family (e.g., 7750, 7450, 7210) to ISP and Mobile operators (BT UK, SKY UK, Etisalat, Deutsche Telekom etc…) in EMEA region by resolving customer issues reported via ticketing tool (Salesforce, BMC Remedy), considering customer satisfaction and customer SLAs (including 24/7 hotline support)• Leaded customers technically through issue resolution, providing action plans, MOPs, technical documentation,• Escalated to next level of support and R&D when necessary (in case of a SW bug, further technical analysis, root cause analysis) and ensure smooth information transfer between customer and engineering teams• Leaded SME (Subject Matter Expert) group which includes 6-8 team members. Responsible for group members’ technical development on this specific area, leading weekly meetings, organizing technical trainings, maintaining lab and helping on their tickets in a teamwork spirit• Fulfilled Customer Prime role ensuring the quality of support service provided to specific customers and maintaining a good level of communication• Managed internal project on development of Automation Tools for IP Support Teams.• Improved my technical knowledge continuously by studying Nokia SRC Certification program, setting up lab environment and reproducing customer issues• Received 3 recognition awards during my work in this team.

Istanbul, Turkey

• Provided technical support for Alcatel-Lucent 1540 Litespan (Multiple Service Access Gateway) product and its management system (NMS) deployed in Turk Telekom's network.• Mainly worked on customer problems reported via ticketing tool and provided 24/7 hotline support.• Provided several technical trainings to the customer (both on-site and in the company).• Involved in some projects like migration of NMS servers and performing SW upgrades• Provided technical consultancy to the customer for the specific product during integration phase and for inter-vendor issues

Istanbul, Turkey

• Provided support for broad range of Value-Added Services products (like SMSC, MMSC, USSD GW/BR, MSGGW, RBT, Voice Mail) on worldwide customers' networks.• Contributed to designing Telenity’s support process & workflows in the ticketing tool (Jira).• Held the title of RCA Document Reviewer for Critical Cases. I was responsible for the quality of the RCA (Root Cause Analysis) Reports which were provided for critical cases to customers

Istanbul, Turkey

• Developed software fixes which address problems faced on XPM (Extended Peripherals Module) services & V5.2 protocol in Nortel telephony switches• Worked closely with worldwide Nortel customers to troubleshoot problems and provide solutions in a timely manner.• Provided 24/7 pager support for outages reported from Nortel Emergency recovery team.• Held software code ownership for the specific products and provided support design & enhancement activities.• Received 3 Golden Ticket awards during my work for Netas

Istanbul, Turkey

• Designed software in PIC Microcontrollers assembly language for sliding text displays, price panels, production line displays for factories, clock&temperature displays. Including hardware design & component selection, PCB design on a project basis-Worked with sales department in order to provide customer satisfaction, designing software/hardware according to customers' requirements-Troubleshooted the problems for existing products/projects in the company or customer location- Provided Installation support at customer location for the designed products-Organized technical department on the current projects

Bsc, Electronics And Communication Engineering

Science