Gerlafingen, Solothurn, Switzerland
- Manage moderately complex projects and service contracts; - Establish, monitor and adjust project schedule and communication flow; - Coordinate project team effort including engineering, testing, site work activities, sub-contractors, etc.; - Assess and manage project risks and opportunities; - Ensure contract completion to meet or exceed the expected profitability and customer satisfaction; - Review status, monitor, analyze and report on contract performance; - Prepare material requests for purchasing; - Serve as primary interface between customers and project teams on all contractual matters; - Build relationships with and influence internal and external stakeholders to deliver successful projects; - Resolve disputes over back charges, delays, warranties, etc.; - Ensure/manage customer satisfaction and responsiveness to customers; - Ensure quality and continuous performance improvement; - Work closely with the Service Account Managers to identify new opportunities, communicate and seek support for potential customer and/or project issues;
From 2007-2010 I was choosed as a BSS 2nd line engineer responsible for: • Follow the Sun Emergency Service. • CSR Handling. 2001-2007 (at Ericsson Hungary Ltd) Software Supply Engineer with a focus on SW/HW upgrades concerning AXE nodes of wireless network. I have a broad international experience through my projects with operators worldwide. Furthermore I have worked closely with both Core and Access nodes. As a Software Supply Engineer I was responsible for: Delivers services related to software products for GSM core and access network, including: • Market design verification • Product configuration • Software Deployment Preparation, including: -Software adaptation -Upgrade verification -First Node Integration (FNI) • Network integration • Delivering SW update packages • Data migration • Software rollout, following FNI
I was responsible for ensuring the correct and proper delivery of Customer Support services as specified in the Service Level Agreements (SLA). During my daily work I had to monitor the financial performance of delivered services to ensure that intended cost level is maintained whilst securing SLA fulfillment and customer satisfaction. I had also to manage customer expectations and perception in order to secure customer satisfaction. Part of the responsability was also managing and coordinating an engineer team of 2-4 people.