Peter Estephan

• Key actor in service development projects. • Designs and adapts the processes & tools to deploy new products or product evolutions within the operational entities. • Ensures the delivery of the projects on time and on budget while ensuring the end-to-end quality of the customer and operational journeys. • Intervenes upstream and downstream of service development projects for which the purpose is to design, develop and deploy new products or product evolutions. • Responsible for the following Quote-To-Bill

- Managing a team of six people. - Single point of escalation and project assignment. - Evaluate & improve all actions from an operational perspective and readiness from Pre-sales, Design, Implementation to the operations. - Involved in the initial kickoff of the project to share the vision, proposed solutions and raise concerns. - Quality Assurance to ensure customer success. - Acting as a catalyst for change & improvement in performance, process and quality of interlocks, and customer standards.

Working with clients to provide quality digital solutions in order to address and solve client’s business requirements. Collecting & analyzing all needed data essential to understand a client’s requirements. To be the client advocate and taking the responsibility for solution development underlying technical architecture, service level agreements, overall solution costing, delivery planning & representation of that solution as required. Presentations and discussions in conjunction with the account manager.

Implementation and operation of IP Voice projects. Installing & configuring Call Manager Express with all features. Installing & configuring Communication Manager with all features.

Responsible for Layer 2 switching technology architecture, implementation and operations including L2 and L3 switching, bridging and related functionality. This includes the use of VLANS, STP, VTP and their functions as they relate to networking infrastructure requirements including internal and external treatment, configuration and security. Responsible for Layer Three routing protocol architecture and implementations. WAAS project implementation using (Inline Interception & WCCP Interception).

The purpose of this job is to solve end-users incidents, set-up new computers, repair hardware and make sure that the Helpdesk is reaching customer satisfaction. Immediate resolution of Level 1 tickets in fast paced work environment. Identify, evaluate, and prioritize end-user problems and complaints. Analyze problems and formulate plans of resolution by utilizing all technical resources to solve end-user problems. Build/configure new desktops and laptops.

The following subjects were covered: Network Concepts & Fundamentals. Basic Administration concepts of Network. Hardware Support of Siemens equipment. Repair of hardware problems. Assembly and setup of new Siemens PCs & Laptops. Software Support of common applications. Support of Microsoft Windows 2000 and XP. Support of Microsoft Office 2000 & XP. Siemens specific applications.