Jayssen Permall

I manage the day-to-day operations of the team, ensuring good performance and quality. I am involved in recruitment, training, and coaching team members, providing feedback on their performance. I identify issues and work on solutions to improve team efficiency. I hold regular meetings with the team for feedback and conflict resolution. I ensure all processes and documentation are up-to-date and lead the implementation of new tools. I help my manager handle capacity planning by providing reports on tickets for day-to-day operations. I manage client requests and escalations, report data for the ticketing dashboard, and audit technician tickets. I also perform tests and troubleshooting to keep everything running smoothly. I supervise after-sales service (SAV) operations, coordinating repairs and replacements of mobile equipment for B2B clients while ensuring quality service. I identify areas to improve SAV processes and put continuous improvements in place. I train and motivate the team to meet performance goals. I manage customer satisfaction and handle complex complaints from B2B clients. I analyze SAV performance and prepare reports for management. Additionally, I am involved in meetings for contracts with suppliers and integrate new technologies to improve services. I ensure the company follows all regulations and help onboard new B2B clients, ensuring a smooth transition.

I managed incidents and support requests for mobility services clients, including critical clients, ensuring timely resolution through phone and email communication. I handled mobile-related issues, including incident management and support requests, while also managing user creation and communication according to project needs. I followed up with clients within Orange, providing support to maintain the business functionality of mobile services. If any issues arose, I proactively contacted flow owners to resolve them. I contributed to improving service quality by providing feedback and participating in weekly meetings, sharing insights with experts and peers. I ensured all training on mobile support projects was well-documented and accessible. I also responded to queries related to my reporting portfolio and worked to maintain strong relationships with clients, implementing best practices for smooth daily operations.

I was responsible for responding to customer requests via phone and email, managing incidents and service requests through internal tools, and providing regular updates to customers about the status of their issues. I handled technical troubleshooting and worked closely with clients and internal teams to resolve problems efficiently, ensuring high customer satisfaction. I built and maintained relationships with customers, peers, and management, contributing to improved service delivery. I also provided valuable feedback for ongoing projects and improvements, while ensuring all training materials and processes were accurately documented. I effectively managed multiple tasks simultaneously, demonstrating excellent communication, organizational, and time-management skills, even under pressure. I used my problem-solving abilities to resolve issues swiftly and consistently sought to expand my knowledge, including IT-related expertise, to enhance my service quality, and served as the lead technician for VPN troubleshooting services.

I handled advanced troubleshooting, diagnosing and resolving complex ADSL-related issues, including connectivity problems, speed issues, and hardware malfunctions. I provided exceptional customer support via phone and email to assist customers with their ADSL-related inquiries and issues. As the point of escalation for Level 1 and Level 2 support teams, I provided guidance and solutions for unresolved issues. I maintained detailed records of customer interactions, technical issues, and resolutions in the support ticketing system. I also provided training and mentoring to Level 1 and Level 2 support technicians, enhancing their technical skills and knowledge. I worked closely with other departments, such as Network Engineering and Field Services, to resolve complex technical issues and improve overall service quality

Responsible for logging and tracking support calls, documenting resolutions, and providing proactive updates to users on outstanding requests. Deployed, installed, and reconfigured PCs, peripherals, and network devices while managing and configuring CRM systems to optimize workflow and data management. Installed, configured, and maintained VoIP services to ensure seamless communication. Performed hardware repairs, upgrades, and routine maintenance, ensuring all systems operated efficiently. Installed and configured operating systems, software, and security updates according to company standards while diagnosing and resolving IT-related issues in a networked environment, escalating when necessary. Assisted in maintaining an accurate inventory of hardware and software, administered user accounts, access controls, and security policies, and contributed to IT projects by recommending software acquisitions, application rollouts, and network upgrades. Monitored system performance, backups, and network security, ensuring optimal operation, while delivering training and technical support to end-users. Stayed up to date with technology trends, cybersecurity threats, and security best practices while consistently providing professional, courteous, and timely IT support.

Responsible for handling customer support calls and troubleshooting technical issues on the first contact, primarily related to mobile services, email, internet, Airbox, and all Emtel Mauritius-related concerns. Created support tickets to document and track issues, ensuring timely resolution. Assisted customers with the creation of new contracts for Emtel Airbox, providing guidance and ensuring accurate data entry. Maintained a professional and customer-focused approach to delivering efficient technical support and service solutions.