Marie-Helene - Architecte ACD

Call Centre expert based on:
- Cisco IPCC and AVVID solutions
- Avaya Multivantage solutions

I am in charge of :
- Design and sizing of competitive pre-sales IP Call Centre solutions based on France Telecom hosted services offer (Solution linked to France Telecom IN or France Telecom IP Core) for customers like DGI/DGCP (French Financial Ministry: 80.000 positions), BNP (French Bank: 24,000 positions), URSSAF (Health Ministry), Sofinco (Credit Loan Society: 2000 positions), Nouvelles Frontières (Travel Agency).
- Provides pre and post-sale technical support by delivering product presentations and demonstrations; developing prototypes, evaluating customer readiness, identifying and resolving application or environmental issues.
- Integration of IP Call Centers solutions; configuration and installation of voice gateways, iPBX, IVR, ACD, CTI, associated LAN/WAN.
- Support of these solutions; troubleshoot and problem resolution.
- Labs implementation for IPCC and multivantage Beta version validation.

System Engineer in the Specialist team of Cisco France. I am in charge of:•
- The upgrade of AVVID solutions -Architecture Voice, Video and Integrated Data-, which shows almost the total functionalities of the Telephony over IP.
- The AVVID demo solution to customers.
- Test and implementation of Cisco partners telephony applications complementary to Cisco Solution (Arc Solution- Call Center application, SpectraLink, Wireless Voice Endpoints)
- Technical support for Cisco Partners willing to integrate AVVID products at customer sites.
- Design and demonstration of competitive pre-sales solutions for customers.

In charge of the conception and creation of Alcatel Alma Problem Management application, which permits network management and services Trouble Ticketing for Telco. It was required to have good know ledges of all the network applications used around like for the CRM, the Network Fault Management, the billing and to use programation application languages like Data Base Oracle, Unix, Perl, Java, ARS of Remedy. In contact with various international customers, I was responsible for the installations, the implementations and the modifications related to the different kinds of networks (IP, ATM, Wireless…). APM is already operational in many international operators like France Telecom, Orange, Firstmark, GlobalWest, EBT, Cegetel, SkyBridge.

First Mission (February –June)
System Engineer in the Business Development department, I am in charge of the Cisco Networking Academy Program France technical support. CNAP is a Cisco created program to solve the network skills shortage, by proposing theoretical and practical network courses, with a CCNA and CCNP level, to universities, governmental training associations. 153 000 students in 95 countries are being already engaged.
I am responsible for:
- The technical validation of the curriculum; to adapt the technologies, the technical terms and their explanations dealt with to Europe.
- The teacher’s training; to shape the instructors by explaining to them the theoretical course and by doing attached labs (TCP/IP, Routing, Switching, WAN: PPP, Frame Relay, ISDN). I taught to French, Moroccan organizations specialized in Network technologies’ teachers
- The creation of course and technical labs specific to Network Security (VPN, IPSec, NAT, IKE, Firewall, IDS) in order to improve current CNAP courses.

For my achievements, I was given a CAP Award. The Cisco Achievement Program (CAP) awards are used to encourage and reward exceptional contribution to the achievement of business unit and company goals and objectives.