Hoist Group Service Assurance Manager Resume Sample

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Hoist Group Service Assurance Manager Resume Sample (Full Text Version)

Steven Madden

Address: Rua Reinaldo, Lisbon, Portugal
Nationality: Portuguese
Date of birth: 1989-03-05
Email address: contact hidden
Phone number: contact hidden

Profile

I'm a very adaptable and responsible person, with well-founded standards in terms of quality. I've always stood out as being a fast-learner and having an analytical mind, and have a +10 years background on IT related jobs, building a solid networking base at first, and naturally evolving to more analytical and management based jobs along my career.

Work experience

10/2015 - present, Consultant/Analyst, Axians Portugal, outsourcing to Vodafone Portugal
  • IT releases involvement in all stages (Concept, Kick-Off, Acceptance, Rel-Day and Production);
  • Reference Data management, and solution provisioning in the in-house CRM;
  • Customer operations Continuous Improvement through troubleshooting content management;
  • Being essentially a projects-oriented team, I'm highly involved with more and less technical stakeholders (Product Management, Pre-Sales, IT, Engineering, Customer Operations)
03/2013 - 09/2015, BO/Reporting Team Leader, Randstad Portugal, outsourcing to NOS SGPS
  • Data gathering and manipulation (advanced Excel, including the use of VBA for time optimization), production of daily/weekly/monthly reports based on the company's KPI's, plus other on-demand reports;
  • Meetings with company's stakeholders to present data after preparing presentations mainly via Powerpoint;
  • Human resource management (workloads and schedules, payrolls and evaluations).
01/2013 - 02/2013, Backoffice Operations, Randstad Portugal, outsourcing to ZON TVCabo

(Company swap)

  • Service disruption monitoring and response in the company's HFC network (IP Networking, signal issues in Cisco and Arris CMTS solutions), and the company's e-mail servers;
  • Support to other middleoffice (2nd line) teams, providing support to unresolved out-of-the-box issues, assuring direct interaction with the customer;
  • Direct channel with the customer service coordination, handling customer escalations.
11/2007 - 12/2012, Backoffice Operations, Novabase Digital TV, outsourcing to ZON TVCabo
  • Service disruption monitoring and response in the company's HFC network (IP Networking, signal issues in Cisco and Arris CMTS solutions), and the company's e-mail servers;
  • Support to other middleoffice (2nd line) teams, providing support to unresolved out-of-the-box issues, assuring direct interaction with the customer;
  • Direct channel with the customer service coordination, handling customer escalations.
07/2007 - 10/2007, Contact Center Assistant, Novabase Digital TV, outsourcing to ZON TVCabo
  • Holistic first line technical support in the company's Internet and VoIP services, as well as e-mail account and antivirus configurations

Education

09/2004 - 06/2007, 12º ano, Ciências e Tecnologias

Escola Secundária Padre Alberto Neto, Queluz

Certifications

05/2017, ITIL Foundation v3, AXELOS Global Best Practice, License ID: hidden

Skills

Languages
Portuguese
English
Spanish
French
Highlights
Proactive learner

Strengths

Team Leading
Networking
Excel
Reporting
Skillfull writer
Passionate
Position Overview:

Service Assurance Manager

Implied by the profession title, Service Assurance Managers are supposed to maintain an overview of all service activities across the company to gain knowledge of potential service issues. They maintain communications with other senior managers to ensure all changing service requirements of the business are clearly understood and being incorporated into the framework of company growth. Additionally, they also provide advice and support for the integration and introduction of new production processes and services, ensuring they are in compliance with existing principles and contracts. As for the skills and abilities these professionals should possess, experience in management, negotiation skills, and fast learning cannot be emphasized enough.

Company Overview:
Hoist Group

A leading technology solutions provider for hoteliers, Hoist Group exemplifies the massive transformation of traditional industries into businesses fit for the digital age. They provide solutions ranging from an innovative Property Management System to guest internet solutions, TV solutions, and interior equipment. Their recently launched consulting service and dashboard platform form the backbone of services aimed at modernizing the hotel industry and making it more guest-oriented. Due to the changing nature of this industry, the company realizes its workers need freedom to explore any ideas they think may be of use to the company, so a worker can easily use their time to explore their creativity.

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