Telecom Network Support Technician
A salaried Good-ID employee applies this skill within our “IT & AI” unit — development, system administration, technical support and artificial intelligence — under the supervision of our project managers. The service draws on 6 years in the trade and is delivered in French (C2) and English (B2). Performed remotely under a service contract with Good-ID Sàrl, the employee's employer and the party responsible for the work delivered.
Role and background
As a specialist in systems and network engineering, I optimize cloud, on-premises, and telecom infrastructures (2G/3G/4G/fiber). I manage complex projects using ITIL, Jira, and Power BI. As an expert in N2/N3 troubleshooting and automation, I ensure immediate operational performance. My fluency in English allows me to work effectively in an international environment and provide strategic added value to any European company.
Professional Experience
NETWORK SERVICE DESK
Since October 2024 • Business Process Outsourcing (BPO) Company – Madagascar
Clients: French companies
Managed customer support operations in the telecommunications sector, including analyzing and triaging requests, as well as routing cases to the appropriate technical teams to ensure SLA compliance. Prioritized and coordinated responses to critical incidents, ensuring rapid service restoration and proactive communication with customers. Contributed to the continuous improvement of support processes by monitoring performance metrics and assessing the severity of incidents.
DEVELOPMENT PROJECT MANAGER
January 2024–December 2024 • Business Process Outsourcing (BPO) Company – Madagascar
Clients: African companies
Led the end-to-end development of an e-learning platform, from design to deployment, ensuring compliance with functional specifications validated by stakeholders. Led a multidisciplinary team (developers, designers, sales representatives), assigning tasks, monitoring progress, and ensuring the quality of deliverables. Managed task planning and prioritization, project tracking, and regular reporting to stakeholders. Also led the recruitment and onboarding process for developers, from sourcing to onboarding, helping to strengthen the team’s skills.
RF DRIVETESTER ENGINEER
July 2023–August 2024 • Outsourcing Company (BPO) – Madagascar
Led multi-region drive test campaigns to evaluate network performance using TEMS Investigation and NEMO. Conducted in-depth analysis of network KPIs to identify areas for service quality improvement and develop strategic recommendations. Produced analytical reports and benchmarks to inform client decision-making. Actively contributed to the TRANS and Core projects by monitoring optimization efforts, resulting in a 20% reduction in non-compliant areas.
SYSTEM AND NETWORK ADMINISTRATOR / DEVELOPER
January 2023–December 2023 • Business Process Outsourcing (BPO) Company – Madagascar • Clients: French companies
Proactive monitoring of cloud and on-premises infrastructure, ensuring optimal availability and performance of critical systems for BPO clients. Management of N2/N3 incidents, including root cause analysis and the implementation of corrective solutions in accordance with ITIL best practices. Development of automation tools to streamline operational processes and improve efficiency. User support and cross-functional collaboration with business managers to align technical solutions with strategic needs.
MULTI-SKILLED TECHNICIAN at ROEMIC Intérim
November 2017–April 2023 • Business Process Outsourcing (BPO) company – Madagascar
Clients: French companies
Planning and coordinating field operations for the deployment and maintenance of telecom infrastructure (2G/3G/4G, fiber optics, FH, VSAT), ensuring compliance with operational commitments. Proactive management of critical incidents, including reorganizing field operations and coordinating teams to accelerate service restoration during major network outages. Rigorous monitoring of work progress, quality control, and coordination of technicians and contractors. Significant contribution to service continuity through preventive and corrective maintenance, ensuring network availability and performance.
Skills
Hard Skills: Project management, Systems and network administration, Development of automation tools, ITIL, Cloud and on-premises monitoring
Soft Skills: Problem Solving (Level 2/3), Team Coordination, Cross-Functional Communication, Root Cause Analysis, Critical Incident Management
Assets: IP Networks and Telecommunications, Mobile Networks (2G/3G/4G/5G), Fiber Optics, ADSL, Microwave Links (FH), VSAT, RF Planning, Cisco and Mikrotik Equipment, Linux and Windows Server, Virtualization, Cybersecurity, Business Applications
Degrees and Training
Bachelor’s Degree in Business Administration
2022–2025 • ECAM University
Master’s Degree in Information and Communication Technologies for Education
2020–2023 • HEC Montréal
BTS in Electronic Engineering
2015–2017 • DFTS-LTP Alarobia
At a glance
- Field of expertise
- IT & AI
- Experience
- 6 years of experience
- Working languages
- Tools and software in use
- Markets covered
Outsource work in this field
Describe what you need: we build the team, we supervise it, and we answer for the work delivered. Good-ID remains the employer and your single point of contract.
Related skills in this field
Other know-how practised by our salaried employees within our “IT & AI” expertise, supervised by Good-ID in the same way.
- Network Engineer and Telecommunications TechnicianFrench B2 · English B2 · Ref. 50052
- Telecom Network Engineer – VoIP & Cisco/JuniperFrench C1 · English B2 · Ref. 50048
- Systems and Network Administrator (VMware, HyperV, Zabbix)French C1 · English B2 · Ref. 50135
- Network and Security EngineerFrench C1 · English B2 · Ref. 50023
- Telecommunications and Satellite Networks Project ManagerFrench B2 · English B2 · Ref. 50066
- Network & Security Engineer | LAN/WAN Architecture, Firewall, and CybersecurityFrench C1 · English B2 · Ref. 50032
- Network & Systems Engineer | Infrastructure, Security & VirtualizationFrench C1 · English B2 · Ref. 50051
- Systems and Network Administrator (VMware, VEEAM, PCI-DSS)French C1 · English C1 · Ref. 50139
Anonymised record: no name, no contact details and no data allowing the person to be identified are published. Published for commercial purposes under the responsibility of Good-ID Sàrl, Geneva.