Faez Dooky
Summary
With 8+ years of experience as a Business Manager at Orange Business, currently overseeing performance, budgeting, processes, KPIs, onboarding projects, maintaining automated tools, driving innovation to solve problems, and managing teams across Europe, Morocco, Mauritius and Madagascar, set to relocate to Toronto as a new Permanent Resident by end of August 2024.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Business Manager
Orange Business
01.2024 - Current
- Oversaw end-to-end operational management of DHD (Delivery Help Desk) activities across multiple teams, ensuring consistent execution and alignment with business objectives
- Defined, enforced and continuously optimized operational processes, rules, guidelines and instructions governing the DHD domain
- Managed network of DHD and peripheral trades, fostering cross-functional collaboration and knowledge sharing between teams like intervention, provisioning, client relations
- Conducted in-depth analysis of call drivers, quality issues and customer feedback to identify root causes and implement corrective actions through targeted projects and initiatives
- Spearheaded performance management - monitored key performance indicators, conducted root cause analysis, identified opportunities for process improvements and efficiency gains
- Provided subject matter expertise, troubleshooting support, guidance and continuous training to upskill DHD teams on processes, tools, systems and best practices
- Prioritized requirements and coordinated development roadmap for critical applications like the DHD Logger business intelligence tool
- Interfaced with product owners and developers on tool enhancements, test management and production deployments of new software versions
- Collaborations with Field Engineer management
- Resulting in automating recurrent process and established AI assistant
- Ensured business continuity through robust incident and disaster recovery planning for the DHD domain.
Technical Lead
Orange Business
11.2021 - 01.2024
- Analyze complex troubleshooting issues to identify and implement timely solutions
- Collaborate with operational managers for smooth project-to-operation transitions
- Mentor and provide continuous coaching to new team members for rapid onboarding and efficiency
- Lead knowledge-sharing workshops to promote team collaboration
- Ensure operational processes remain updated and aligned with roles/responsibilities
- Create dashboards for KPI monitoring and presentations using Power BI
- Delegate recurring tasks to experts and technicians, managing deadlines
- Identify projects to improve team efficiency
- Host meetings with international branches for coordinating backbone maintenance.
Customer Tech Support Expert
Orange Business
06.2017 - 11.2021
- Knowledge of routing and switching Protocols
- Configuration and troubleshooting of LAN, WAN and other network protocols
- Good knowledge of Voice configuration such as BTIC, BTIP
- Coaching and upskilling of newcomers.
DHD Specialist
Orange Business
01.2016 - 06.2017
- Troubleshooting Internet connection problems on different versions of Windows, Mac and browsers
- Diagnostic, monitoring and troubleshooting related to ADSL / VoIP / IPTV / MAIL for individual and business customers
- Support for business and enterprise level like SDSL, BLR, XDSL, and VDSL
- Assist supervisor throughout the process mentioned above to improve our standards
- Acting Supervisor on numerous occasion.
Hotline Technician
MediaCall LTD - Groupe Canal
05.2012 - 12.2015
Education
Computing -
NCC Education
10.2016
Skills
- Operations Management
- Business Process Optimization
- Performance Tracking & Data Analysis
- Problem Solving & Analytics
- Incident/Disaster Management
- Quick Learning & Detail-Oriented
- Customer Service
- Project Management
- Employee Management
Certification
- NSE 2 Network Security Associate, Fortinet, 05/01/21
- NSE 1 Network Security Associate, Fortinet, 04/01/21
- Cisco Certified Network Associate (CCNA), Cisco, 06/01/19
Languages
French (Speaking and Writing)
English (Speaking and Writing)
Timeline
Business Manager
Orange Business
01.2024 - Current
Technical Lead
Orange Business
11.2021 - 01.2024
Customer Tech Support Expert
Orange Business
06.2017 - 11.2021
DHD Specialist
Orange Business
01.2016 - 06.2017
Hotline Technician
MediaCall LTD - Groupe Canal
05.2012 - 12.2015
Computing -
NCC Education