Menu

Damien WAGNER

PARIS

En résumé

My position is a mix of a Solution Architect Role and a Technical Leadership Role for France and Mainland Europe.

For the Solutions Architect role is a predominantly office based role in the Paris Office. The Principle purpose of this role is to identify client's requirements, design and configure Connect Communication products and converged solutions.

The position for the Technical Team leader role is also mainly based in the Paris’s office but may also consists on key interventions (complex installations, consulting) on site. The purpose of this role is also to have a local technical leadership role on the French technical team, coordinate if necessary some interventions, be in a support position, develop people, help in development and built of a professional local technical organization.

Experience: Audit, Architecture Design, Quotation, Service Management

Expertise : Telephony over IP, Call Center, Unified Communications, Voice Mail...

Mes compétences :
Call Center
VoIP
IP
Managed Services
Professional Services

Entreprises

  • Connect Managed Services - Technical Team Leader

    2011 - maintenant General Management Duties:
    • Local management of the Paris Office if requested by the Service Center Management especially from a point of view of time keeping, general performance, behaviour and conformance to company policies.
    • Create and manage development plans for the French technical staff, aligned to overall engineering strategy as determined by the engineering manager.
    • Assist with the creation of Paris technical staff development plans
    • Provide general support to French technical staff for their well being
    • Develop and implement, in conjunction with the Engineering Manager, performance improvement programs where required.
    • Collate suggestions and feedback from French technical team for the built of Improvement Plans.

    Engineering Duties:
    • Identify technical training requirements required within the French technical team and in line with customer requirements and business strategy.

    Service Center Duties:
    • Undertake Problem Management actions to improve the Fault Management on key French customers.
    • Monitoring the performance of the French technical team on Fault Management.

    Escalation Duties:
    • Participate in the local on-call rota for OOH and act as the French escalation path if there is a need for technical intervention and support.
    • Act if requested as a second level escalation for the Service Centre on key problems involving the French technical team.

    Recruitment Duties:
    • Assistance with the management of technical job submissions in France
    • Review of supplied curriculum vitae
    • Arrange interviews and provide feedback to recruiters for and on behalf of Connect Human Resources Ensure all aspects of the new joiner induction process is completed

  • Connect Managed Services - System engineer (Voice Specialist)

    2007 - 2011 • Provide both onsite and remote maintenance support for customer reported issues.
    • Responsible for the on site installation & maintenance of new and upgraded PBX solutions.
    • Provide System Design and associated technical support to the business for both operational and development activities.
    • To provide expert technical knowledge within the organisation and ensure that definition / documentation is maintained to the highest levels.
    • Assist both Service management and account management with the response and presentation or new development opportunities.
    • Fulfilment of Site audits and project activities as required.
    • Assist Service Management with client meetings
    • Work close to HD on open tickets

  • Connect Managed Services - Unified Communications Pre-Sales / Solutions Architect

    2007 - maintenant • Accurately identify Customers technical specifications and requirements
    • Advise on design, configuration and pricing for Vendors’ products to produce accurately priced solutions.
    • Assist in the pricing and tender process for Vendors’ products in key opportunities.
    • Provide Pre Sales support and guidance for Account Managers and Service Delivery Managers during the preparation of quotations
    • Provide support to Technical design authority associated with the Overall support of complex telephony network opportunities
    • Develop creative solutions to Customers enquiries and requirements.
    • Be the prime interface into product manufacturer/suppliers for quotation/purchasing of associated products.
    • Take overall responsibility for sales support for small / non complex opportunities
    • Gain and maintain System design accreditation for applicable products
    • Prepare B-form (financial approval information) for owned opportunities
    • Gain subcontract quotations for support services / products

  • Spie Communications - System engineer (Voice specialist on Nortel produtcs)

    Malakoff Cedex 1999 - 2007 • Provides engineering support both internally and externally, with specific responsibility for fault escalation and management to resolution, system design, installation, configuration, network management and technical Consultancy.
    • Installation & configuration of Nortel VoIP solution.
    • Installation & commissioning of Nortel TDM solution.
    • Installation & commissioning of Nortel Call centre
    • Installation & commissioning of Nortel Voicemail solution:
    • Level 2 engineer for BNP in France to maintain their telephony network (50 PBXs with 3 call centres)
    • Recognition of the issues involved in working in the service industry, with particular emphasis placed on the customer focus issues.
    • Understand and confidence to effectively utilise the 3/4th level manufacture support services.

Formations

Réseau

Annuaire des membres :