Abubker Elbuluk

Service Management Center Engineer at ITC ( Integrated Telecom Co. Ltd )

• Saudi Arabia - Riyadh
• My current job since February 2016

- Attending corporate customers service related queries and complaints via email, call or
Trouble Ticketing system.
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* - Attending Carrier and ISP customers complaints and queries via email, call or Trouble
Ticketing system.
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* - Troubleshoot service related issues and to resolve the cases within the predefined
KPI’s.
* -To log the case notes on the trouble ticketing system and to follow the predefined
process and procedures and sent escalation to the SMC Manager when required.
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* - Responsible to send updates to the customer and to do continuous follow-up on the
pending cases.
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* - Continuous and effective coordination and follow-up with other internal teams ( Sales,
Presales, AM, PM, ITO, Operations, FOPS, NOC, DNO and TNO ) in speeding up the Ticket
resolution.
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* - To produce post outage reports ( IR and TTUR), Service Operation reports, Utilization
report and any other technical service related reports predefined from ITC .
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* - Surveillance of managed products.
- Proactive notification’s, fault diagnosis and rectification for Managed ITC services .

Network operation Center ( NOC ) Engineer at ITC ( Integrated Telecom Co. Ltd )

• Saudi Arabia - Riyadh
• November 2013 to February 2016

- Operate and maintain the entire ITC network by 24x7 operation to achieve and maintaining service stability, network performance, availability and customer satisfaction.
- Perform (availability and performance) the configuration changes activities and duties for entire network using the network Management tools.
- Perform the NOC tasks and duties in accordance with the predefined KPIs, methods and procedures.
- Handling customer complaints as level three with coordination with customer operations.
- Continuous and effective coordination and follow-up with other teams respect all network/customers activities (Customer operations, maintenance, engineering, etc) .
- Perform Fault localization and troubleshooting.
- Development of knowledge and skills in network and system administration, particularly with regard
to ITC's own architecture and platforms .
- Tier 3 Support for co-location, customer backup network and ISP services .
- Participate in a 24x7 call-out rota if required.

Customer Relationships Center Agent at ITC (Integrated Telecom Co. Ltd )

• Saudi Arabia - Riyadh
• February 2012 to November 2013

- Deliver service and support to end-users using and operating automated call distribution
phone software, via remote connection or over the Internet .
- Interact with customers to provide and process information in response t o inquiries,
concerns, and requests about products and services .
- Gather customer’s information and determine the issue by evaluating and analyzing the
symptoms .
- Diagnose and resolve technical hardware and software issues involving internet
connectivity, email clients, IPTV, VOIP and more .
- Research required information using available resources .
- Follow standard processes and procedures .
- Identify and escalate priority issues per Client specifications .
- Redirect problems to appropriate resource .
- Accurately process and record call transactions using a computer and designated
tracking software .
- Offer alternative solutions where appropriate with the objective of retaining customers’ and clients’ business .
- Organize ideas and communicate oral messages appropriate to listeners and situations .
- Follow up and make scheduled call backs to customers where necessary;
Stay current with system information, changes and updates .

IT Engineer at Update Technology Co

• Sudan - Khartoum
• June 2009 to November 2011

 installing and configuring computer hardware operating systems and applications;
 monitoring and maintaining computer systems and networks;
 talking staff or clients through a series of actions, either face to face or over the telephone to help set up systems or resolve issues;
 troubleshooting system and network problems and diagnosing and solving hardware or software faults;
 replacing parts as required;
 providing support, including procedural documentation and relevant reports;
 following diagrams and written instructions to repair a fault or set up a system;
 supporting the roll-out of new applications;
 setting up new users' accounts and profiles and dealing with password issues;
 responding within agreed time limits to call-outs;
 working continuously on a task until completion (or referral to third parties, if appropriate);
 prioritizing and managing many open cases at one time;
 rapidly establishing a good working relationship with customers and other professionals, e.g., software developers;
 testing and evaluating new technology, Conducting electrical safety checks on
computer equipment.

• to

equipment.