Experienced and highly skilled IT/Telecom industry professional with over sixteen years of experienc

2012 I took new role of Services & Integration Team lead
Managed a team of 27 staff to ensure efficient and timely delivery of catering services.




Resolved customer inquiries and complaints within dedicated hours, resulting in a
reduction in customer complaints.
Compiled customer feedback to identify areas of improvement, resulting in a increase in
customer loyalty.
Generated weekly reports on customer service metrics for management review. Held regular
meetings to ensure alignment with workflow and to ensure team members were on track to
meet deadlines.
Managed team resources effectively to ensure adequate coverage for projects.
Mentored and coached team members, resulting in a increase in employee engagement
and satisfaction.
Conducted crisis intervention to de-escalate emergency situations and provide immediate
support to clients.

As Services and Integration team lead I took also extended role for Technical engineering
and project team coordination/support
Worked in customer support, onsite services implementation, and global Emergency duty
for whole world for 14 years and worked with all major global telecom customers on all
continents.
Project technical & integration lead manager for over 30 projects in 40 countries round the
world. Leading integration and support teams and traveling onsite:
Melbourne/London - Melbourne and London onsite integration for global customer
REACH over 3 months
Cyprus - HW&SW integration and upgrades. Rollout of new equipment and mobile
vendors. Customer was main mobile operator CYTA (9 months)
Norway/Sweden - integration Joint project with two mobile operators Tele2 & Telenor
over 3 milion euros budget. N4M Tele2 & Telenor project for 3G, 4G & 5G deployment
in Sweden and Norway.
Netherland/Russia- educating local integration & support teamsEducation and
practice for CNS teams in Netherland Ericsson for 1 month. Helping and educating
integration teams in Moscow Ericsson for 3 months.
Morocco/Algeria - integration & support. Big international project for Maroc Telecom
over one year. Complete fixed network rollout in Casablanca, Rabat and Fes with IO OS
change to Linux and CP upgrades on site.
South Korea - integration & support International project implementing first linux OS
integration and LDAP for wireline customer. Over 3 months in Busan and Seoul.
Mexico City - educating local integration & support teams. Providing Linux education
for Mexico Ericsson team for 2 months in Mexico City.
Greece - integration & support. Project integration of Linux & BSC installations for
Cosmote Greec in Thessaloniki over 3 months.
Spain - integration & support. Telefonica LINUX implementation in Madrid, Sevilla, and
Bilbao customer sites.
UK - integration & support. BT and Virgin media projects for BSC&MSC deployments
in UK over one year.
USA - integration & support. T-Mobile USA big project in swapping out Nokia with
Ericsson equipment.

Center) as a Services engineer (function roles: Services & Support engineer, Integration
engineer). 2008 I have been a part of intensive training process and transfer project from
GSDC Spain and Finland.
Developed strong communication skills through work in customer support, everyday
communication via email, telephone, and live chat.
Member of global support team handling emergency cases, projects, and customer requests
round the world.
Created customer service scripts that improved customer service quality and consistency.
Collaborated with cross-functional teams to identify and resolve customer-related issues,
resulting in a improvement in customer retention rates.