I started 2004 with a BPO company as a Technical Service Professional for a Fortune 500 telecom company based in the US. During this time, I was part of Service Delivery and Customer Assurance. I was responsible for making sure that the service is delivered per customer specifications. I was also responsible for communicating timelines and milestones to the customer to set their expectations and work with contractors to make sure everything is coordinated. After 5 years, I was transferred to the Engineering segment of the same company as a Network Engineer. I was responsible for Service Delivery, Testing, Installation and Maintenance of their Optical and Ethernet Network (MPLS, PTP, PIP... etc) DS3 up to 10Gbps. During this time, I was part of the Tier 1 department handling customer accounts that are on the company's service improvement plan. I got used to meeting tight deadlines and working with escalated accounts. After 1 year, they made me Supervisor of the Escalation Department. I was entrusted with formulating plans and processes to improve delivery of services to escalated accounts; while, on the other hand, I am also responsible for developing and providing training to my team of 30 associates (10 Project Managers, 10 Provisioners and 10 Network Engineers). During my stay as a Supervisor, I learned Project Management and I completed my Six Sigma Yellow belt certification. I left the company to join a local telecom company at the start of 2015 as a Sr Network Engineer. I only stayed there until May 2015 because of company downsizing. I then joined a local IT company as a Platform Engineer which is my current post right now. As a Platform Engineer, I am responsible for maintaining the integrity of the company's EU applications, which includes windows active directory, an HR timekeeping tool and a recording platform among others.
