Guillaume Ferone

- 1st level IT supporter for a multinational team in Switzerland - Receiving orders and dispatching to the colleagues - Implementing and optimizing the processes and tools according to business needs, from initial development to execution and controlling. - Continuous service improvement with 2nd and 3rd level support. - Consolidate the internal knowledge base – Constant contact with internal interfaces and decision makers

IT Application support for different companies - Technical Support agents assist end users in day by day operations with specific applications - Process customers reported incidents, problems, requests or enquiries - Prioritise according to customer’s Service Level Agreement and business impact of the incident - Secure usage of methodology, policies, support guidelines and process - Help agents in routing complaints to appropriate second level group

- Planning and implementation of telephone number transfers for business clients - Analysis of compliance for requests sent to all telephone operators - Follow-up of orders - Back-up for project manager deployments (transfer and access operations) - Direct contact with telephone operators - Leading the monthly operator's meeting - Help with requirements and objectives of MOP M3 project - Management of single incidents - Support and training of new team colleagues

- Project Management - Leader of a 4-person team (Daily and weekly summary) - Receiving orders and dispatching team - Planning and implementation of telephone number transfers - Analysis and handling of technical faults + transfer rescheduling - Crisis management and subsequent rescheduling directly with operators - Managing schedules for special clients during non-working hours (Hospitals, town halls) - Supervision of operational rerouting via the main database common to all operators

- Analysis of GSM/UMTS network - Supervision of sites transferring to 2G/3G - Analysis of antenna use (overload, requiring technical maintenance) - Scheduling technical maintenance across France - Incident reporting for all networks (1 of 8 people)

- Hotline - Frontline technical support and maintenance

- Hotline - Computer Input