From January to June, working closely with the IT Helpdesk Service before the migration. Organizing tests schedules between users and provider (3 teams). Following tests with operational users, reporting errors and checking solutions with users. Weekly follow-up with both parts, through a planning in place
From June, post migration phase, ticket and incident management, weekly follow-up and reporting (more for major incidents which impact the production and the global business, also for requests to improve production tools functionalities)
Direct contact with both users and provider to have a better time response foreach incident. Explaining and coaching operational teams.
Creating documentation for the several tools used by Telephony Organization
