Looking back, my professional journey started over 13 years ago in a customer contact role for a major telecom operator in Belgium. It was my affinity for technology and continuous learning that led me into technician support roles, first as a Planner & Repair Helpdesk agent and later as a Subject Matter Expert focused on knowledge management and process improvement within Unit-T’s Operational Excellence team. A defining moment came when Unit-T launched a large-scale smart meter deployment project. We suddenly needed to train hundreds of technicians in a very short period of time. I was given the opportunity to coordinate that training ramp-up, and what began as a small training cell eventually evolved into the Unit-T Academy. Today, the Academy provides job-specific training solutions for employees across the company, helping both field and office teams develop the skills they need to perform safely, efficiently, and with quality. Over the years, I've seen technical roles chan...