HOMANUN MATABUDUL
Vacoas
Summary
Tech-savvy innovator with hands-on experience in emerging technologies and a passion for continuous improvement. Skilled in identifying opportunities for technological enhancements and implementing effective solutions. Adept at leveraging new tools and methods to solve problems and enhance productivity. Excels in adapting to fast-paced environments and driving technological advancements. Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.
Overview
22
22
years of professional experience
Work History
Customer Tech Support L2 Expert/Implementation Management
Orange Business Services Mauritius Ltd
- To assist commercial teams, bid management teams and product marketing in developing the right solution for the customer by taking into account the specific requirements of M2M customers for Customer Professional Services and Customer Support.
- To lead from start to finish M2M roll-out projects (including commercial and technical training) then being transferred to Mauritius team to provide support, including acquiring related trainings and imparting to Service Desk so as to ensure gain in competency and autonomy
- Make in depth technical investigation in case of anomalies, identifying new problems, implementing workarounds, triggering appropriate actions to restore service, documenting processes as appropriate and interacting with Product Marketing team for issue fixing with the supplier
- Provide expert support in case of escalations; assist in customer calls and high level technical calls to enable resolution of incidents within agreed SLAs
- To innovate and bring improvement to the support provided by the Service Desk and ensure Outstanding Customer Satisfaction by contributing to Customer Support offering jointly with Product Marketing
- Use of Jira tickets and implementation of confluence for IoTA customers
- Use of SIGOS tool to simulate tests such as ecall, GPRS, voice.
- Implementing customers on proper platforms to allow them to use IoT services.
- Implementation and follow up with customers such as Toyota, Reanult, BYD, Dell, Rivian, Octo Telematics, Mobileye, Quectel, SHV, Viasat, Daimler..etc.
Implementation and Project Management
Orange Business Services Mauritius Ltd
08.2022 - Current
- Leading start to finish in M2M projects (Commercial and technical)
- Performing internal and external kickoff to validate commercial request for implementation
- Creating the necessary packages, discounts and implementing in DISE tool
- Verifying first invoice of customers once implemented before validating the billing part for the customer
- Monthly invoice check for all customers for any anomalies and perform corrections where needed
- Lead in internal and external kick off for SMA Internet implementation
- Liase with technical team and customer to set up technical implementation of SMA internet
- Assist in technical issues raised by customer during BUILD process
- Perform training for newcomers on all aspects of implementation
Incident Management Specialist
Orange Business Services Mauritius Ltd
04.2015 - 03.2020
- Manage the issues raised by the customers (handling calls, opening a case, communicating with the different teams).
- Analyse and fix these issues by using the tools, process available.
- Handle customer calls and to use our internal troubleshoot tools (Malima, Oceane,WEBFAPM2M, DCP Portal. OAB, NIA, portail de l’info….etc…)
- Conduct IoT refresher with documentation with a view to share knowledge and keep upto date the actual process and tools
- Plan proper handover with respective team member when changing shift or when on leave
- Make in depth investigation on all the customer reports in case of anomalies and take appropriate actions to provide complete and accurate reports to customer
- Carry out specialized tasks as may be assigned by dedicated units including back office duties
- Collaborate and contribute to specific projects (new activity set up) and specific customer-related projects
- Ownership, Implementation and management of all services included in company’s GFA, FreeMove IMA and GMA contracts related to MNC customers
- Act as a first line of support (both L1 commercial and L1 technical) to MNCs for all mobility services including voice, data, M2M and MDM.
- Provide direct customer support activities (including customer facing calls, presentations, emails and through customer portal.
- Create tickets and follow up for resolution for mobility issues on portal such as SNOW, TEM, Unilever, ICRM..)
- Control tower to clear backlog of tickets
- Backup coach
- Updating pre-requis as and when required
- Training of new staffs
- Assign tickets and QM to team members when doing 6-15 shift
NSS Assistant Core Network
Outremer Telecom
03.2013 - 11.2014
- Assist NSS Administrator in:
- Generating daily, weekly and monthly KPIs
- Performing traces for troubleshooting
- Checking alarms on different servers
- Performing maintenance reports
- Generate and create stats reports
- IMEI blocking for mobile phones
- Deploying scripts on servers and ensuring that the script are being run properly
- Documentation for different procedures
International Roaming Assistant Manager
Outremer Telecom
04.2010 - 03.2013
- Performing mobile tests according to GSMA regulated documents
- Tests performed for countries Reunion Island, Mayotte, French Guyana, Martinique and Guadeloupe
- Dealing with mobile operators for new agreements
- Validating test results and issuing certificate of completion
- Liaising with Roaming Partners for problem solving
- Handling and resolving roaming complaints
- Mobile phones configurations (Smartphone, Android, IPhone..)
- Perform ISO procedures related to my department.
- Planning routine work for staffs
- Implementing and launching of first GPRS/Data roaming for Outremer Telecom Reunion Island
- Dealing with local and foreign entities to allow smooth running of operations
- Creating and implementing process for staffs
International Roaming Assistant(Communication Officer)
Emtel Ltd
11.2003 - 03.2010
- Performing mobile tests according to GSMA regulated documents
- Dealing with mobile operators for new agreements
- Validating test results and issuing certificate of completion
- Liaising with Roaming Partners for problem solving
- Handling and resolving roaming complaints
- Mobile phones configurations (Smartphone, Android, IPhone..)
- Perform ISO procedures related to my department.
- Endure ISO procedures are well performed
- Auditing ISO procedures in different departments in Emtel
- Participating in Revenue Assurance and performing audit
- Restructuring and implementing process in roaming department
- Planning routine work for staffs
Education
Technician Certificate - Telecommunication Systems
City and Guilds
01.2007
HSC - undefined
John Kennedy College
SC - undefined
John Kennedy College
Computer Maintenance and Repairs
Datamatics
06.2004
Skills
- Bilingual in French and English
- Collaborative team member
- Proficient in MS Office
- Effective interpersonal communication
- Quick learner
References
Maya, Purang, Ex Roaming Manager, +230 5729 9101, Outremer Telecom
Hobbies and Interests
Volleyball, Fishing, Hiking, Cycling
Accomplishments
- Coordinating and implementing data roaming on Outremer Telecom Network (Reunion Islands)
- Acting as Revenue Assurance Champion in Emtel for setting up processes for audit purposes
- Implemented and Awarded as Change Owner for customer Rivian Automotive (Amazon)
- Setting up of customer BYD China for use of Telematics Connectivity
- Assisting in setting up connectivity for customer Lucid Motors USA
- Successfully planned and put in place SMA internet APN for customers(Kapsch, Viasat, Wielton, Intis)
Training
- Mach Training 2006
- IPV6 training by Consulintel 2009
- SMS and MMSC training by MCTel 2013
- E-Skills Training
- Customer Service 09 Sep 2006
- Field Sales Skills 22 Sep 2006
- How to excel at customer service
- Dealing with conflict in workspace
- Finance fundamentals for non-finance professionals
- Microsoft Excel 2003 Advance to Expert Level 20 Dec 2006
- Ms Excel Advanced 15-16 Jan 2018
- Microsoft Powerpoint 2003 Beginner to Advance 2008
Timeline
Implementation and Project Management
Orange Business Services Mauritius Ltd
08.2022 - Current
Incident Management Specialist
Orange Business Services Mauritius Ltd
04.2015 - 03.2020
NSS Assistant Core Network
Outremer Telecom
03.2013 - 11.2014
International Roaming Assistant Manager
Outremer Telecom
04.2010 - 03.2013
International Roaming Assistant(Communication Officer)
Emtel Ltd
11.2003 - 03.2010
Customer Tech Support L2 Expert/Implementation Management
Orange Business Services Mauritius Ltd
HSC - undefined
John Kennedy College
SC - undefined
John Kennedy College
Computer Maintenance and Repairs
Datamatics
Technician Certificate - Telecommunication Systems
City and Guilds
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