Senior IT Operations Officer
Sheikh Khalifa Medical City
Total years of experience :31 years, 2 months
♦ Lead the Telecom Operation activity at SKMC, have the ultimate responsibility for the telecommunication center (CALL CENTER) on a twenty-four hours basis, reporting directly to the CIO.
♦ Lead the Telecom Technicians, assign proper work orders, and coordinate the IP phones installation, features configuration per business requirements, worked with IT Director to bridge business relationship with other departments.
♦ Evaluate workload, conduct performance evaluation and initiating necessary disciplinary actions, enroll necessary training for each member accordingly.
♦ Overseeing the activities of the IT Operations, and ensure successful completion and implementation.
♦ Lead hiring process, starting from recruiting, training, quarterly and yearly performance evaluation, assign SMART objectives aligned with organization business plan.
♦ Developed and implemented helpdesk services, SLA's and support policies and procedures, as well as feedback mechanisms to ensure the highest quality support for the services rendered to customers.
♦ Formulated procedures to be followed in different disaster scenarios being a member of Emergency Preparedness committee, allocated responsibilities to related operational staff to ensure coordinated efforts in restoring services.
♦ Complied with regulations related to mentoring, training and development of UAE Nationals staff.
♦ Successfully managed vendors and suppliers, buyers, and other internal departmental relationships.
♦ Implemented various business requirements, where it results in design changes to meet the requirements such as internal dial plan, department numbering system, Call Flows and IVR.
♦ Utilize the call billing software to monitor and control phone call charges, work with Oracle team to allocate charges directly at each department cost center.
♦ Utilize the voice recording system (Harmony) to improve operators' quality of service and measure their performance, evaluate complaints and take corrective actions accordingly.
♦ Managed the relationship with Etisalat enterprise co. in relation to work orders, promotions and contracts, technical presentation coordination, etc
♦ Played a major role in the implementation of the new campus wide IP Telephony project, this involved organizing various meetings with SKMC departments, designed and help implement departmental call flows and IVR setup, and insured proper deployment and bridged business requirements with IT.
♦ Streamlined operators services across the enterprise, this was accomplished by centralizing all switchboard services across the enterprise were all off-site locations are connected to one operator console for all types of internal and external inquires and services.
♦ Centralized telecom response to Emergency calls and Fire Alarms, Centralized Fire Monitor
Panels (Maestro Panel) connected to the offsite Clinics/Centers, ongoing collaboration with
Facility Managements, Security, Environment Health & Safety.
♦ Recognized the necessity of continues developing the team skills and acquiring additional knowledge appropriate to their positions, this resulted by enhanced individuals involvements and delegate authority by creating new "Senior" Call Center Representative role to take more leading responsibilities.
♦ Utilized technology to insure proper monitoring of staff's performance, utilized data and functionality from Harmony and ARC Systems (Switchboard reporting tools for voice and data)
♦ Improved the number of answered calls of the switchboard, achieved 98% of compliance.
♦ Insured contact information details for staff are up-to-date in Active Directory.
♦ Implemented new voice reporting tool "call billing" to monitor the calls activity and improve service quality, (Nevotek, Harmony and ARC software's)
Supervisor Telecom Operations | IT Customer Service | Information Technology
December 1999 till December 2009
Job Responsibility:
♦ Fully responsible for managing 17 Telecom Operators, planning, supervising and assist in the day-to-day activities for the Telecom Operation Section.
♦ Ensure the desk reference manual is current and updated.
♦ Monitored the use of overtime and prepare the monthly work schedules and the yearly annual leaves for all personnel assigned to the telecommunication section.
♦ Managed the cabling team and install phones per the business requirements.
♦ Administrator training and maintain copies of training files for all the switchboard personnel.
♦ Ensure that all communication equipments are maintained in an appropriate working order, consult maintenance personnel as appropriate, and provide for substitution of equipment when necessary.
♦ Statistical line monitoring including: Traffic analysis, customer period analysis, calls listing, response time by accounts, etc ..
♦ Preparing daily reports of the internal and external calls.
♦ Manage the (Multitone) internal paging system and distribution of pager devices across the departments, stoke control and management.
♦ Enhanced standard quality of TV broadcast channels, manage external subscribing companies, and deliver service according to the customers' requirements.
♦ Monitored and controlled stock inventory of SKMC internal phone sets.
♦ Managed, controlled and monitored the daily Staff / Doctors On-Call schedule.
♦ Handled complaints from internal and external customers.
♦ Prepared telephone faults reports, addressed the service work orders to the IT cabling team, provided routine and ad hoc reports.
♦ Monitored and controlled the fire zones and control panels, gas control panel in addition to the public address system and inform the maintenance for any irregular problems or alarms.
♦ Lead the PBX Phone system configuration of Meridian Nortel Option 81C release 25.40 including the following:
* Assign new extensions (digital or analog), deactivate an extension.
* Give the required access for a particular extension, or change the current access.
* Convert an analog extension to a digital one or vice versa.
* Change the phone display for an extension.
* Assign hunt extension, call forward, group pick up, set password, speed call list
* Activate or deactivate a pin code access for the staff, change the class of service of a pin code
* End user training and departmental orientation.
• Nortel 81C / BCM 400 - Cisco IPT - Nevotek - ARC - Harmony Voice Communication systems.
• Merlaud (PA "Public Address") system.
• Multitone Internal Paging system.
• Ziton Fire Alarm control panel with Maestro communication system.
• Windows 7 Enterprise, Microsoft Office 2010.
Cont Page4 of H. Nassrallah Resume
Nestle Syria Ltd. (Branch of Nestle Switzerland)
Import/Export Assistant
Finance & Control Department
Damascus, Syria 1997 - 1999
Job Responsibility:
♦ Reporting directly to the Finance and Control Manager
♦ Cashier, Payroll Officer.
♦ Handling local purchasing, import and export assistant.
♦ Controlling the time attendance, cheque reconciliation, leave scheduling, staff sales and meal vouchers, administration reports, commercial correspondences, preparing the purchase orders.
♦ Handling the petty Cash.
♦ Responsible for the safekeeping of company's accountability.
♦ Store keeper, controlling all the outgoing shipment from the main store as a final product, inform the vendor of the shipment received, coordinating with the purchasing department to keep the minimum stock always above the red line, provide samples to the local lab from the new received materials, and follow the purchase orders with the suppliers.
♦ Responsible for purchasing, sales and marketing.
♦ Show room officer, guiding the customer for the required demand.
♦ Well knowledge of the care spare parts, doing purchase orders by phone, and assist the customer being having good communication and relationship with local market, managing successful show room for the care spare parts
♦ Releasing cash and cheque payments upon receiving the shipment.
Cont Page5 of H. Nassrallah Resume
❖ Enroll Edinburgh School of Business of Herriot-Watt University - UK. August 10. MBA program.
❖ Economic/Business Administration, University of Damascus 1990 - 1994.
❖ American Language Center - Damascus -1992 - 1993
