Quality Of Service & Complaint Handling Sr, Engineer
Mobinil
Total years of experience :16 years, 5 months
Auditing on the Voice and Data Quality of the Networl, also Handling Customer complaints, Making and Analyizing Area drive tests Log files and reccomending asolutions sending problems to concerned teams.:- these roles are done using the following tools:-
Using TEMS “5, 6, 8, 9, 10 and Pocket” in all types of Drive Tests.
Using TEMS in extracting bad quality, level and Data Through puts in concerned areas.
Using Map info in plotting and showing exact network status on maps.
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Curriculum vitae
Using Actix Spot Light in analyzing measurements done using TEMS or Qvoice.
Using Motorola OMC in monitoring parameters and live site status for handling complaints and Quality Audit.
Using the MARS tool in monitoring the main KPI's in Motorola zones.
Using NPO “Network Performance Optimizer” in monitoring counters and KPI’s in Alcatel 2G zones.
Used RNO "Radio Network Optimization" in monitoring counters and KPI's in Alcatel zones.
Using NASTAR tool in monitoring KPI’s in Huawei 3G zones.
Using NetAct tool in monitoring KPI’s in Nokia 3G zones.
Using the Ocean tool in making an A interface analysis using layer 3 messages.
Using SEAGUL View tool in monitoring PCMs and Time Slots.
Using Qvoice tool for making bench marking through several operators.
Dealing with VIP, First Class, Corporate and normal customer complaints issues that needs on spot response, feedback and acion .
Awards were taken as per complainers’ requests
Analyiza Area drive tests Log files and reccomend solutions.
Send problems to concerned teams, and handling area complaints.
MBA was taken in the General Managment Track with GPA 3.5 from the Graduate School of Business - Arab Academy for Science and Technology and Maritime Transport
Bachlor Degree was taken in Major Electronics and Comminications Engineering from the rab Academy for Science and Technology and Maritime Transport - Cairo Branch