Senior Director
Integrated Telecom Co. (ITC)
مجموع سنوات الخبرة :14 years, 6 أشهر
Headed the Customer Operations (CO) Dept. to provide services to Wholesale, Corporate and Residential customers over the various access technologies including WiMax, MW, and FTTx networks.
As a Senior Director; I lead the following functions: Service Delivery Management, Service Provisioning, Customer Installation & Maintenance and Customer Care (Contact Center and Business Care).
With special focus on corporate and wholesale customers, the scope of the customer operations dept. spans from the feasibility study of complex customer’s requests/orders through order control, service delivery management, service provisioning to post sale support & business care.
Managing construction of access nodes to service end users (customers), access nodes include laying of fiber cable to the building, install metro Ethernets witches, install microwave links. Also managing the installation and maintenance of customer links over Wimax-d network, through the use outdoor units.
During the above mentioned period, I am also acting as Vice President - Customer Operations (VP-CO) where I am managing 4 main dept.: (1) Business Solutions and Sales Support (BSSS) with a role spanning from Presales, thorough order control to managing service delivery. (2) Service Provisioning dept. that takes care of sales order validation & booking, configuring service and applying service policy at the appropriate service platform. (3) CIM and (4) customer service dept. with responsibility of inbound and outbound calls services (contact center and customer churn management)
Additionally and as acting VP, I heavily participate in the company AOP (annual operating plan), product development process (from CO perspective), network development and expansion, development of technology and product road map.
I am also leading the evaluation team of the FTTx RFP for
Planning, managing and leading the efforts of all installation and maintenance activities.
Customer installations include: residential and corporate connections over the WiMax network, using microwave links, NLOS microwave links in the unlicensed frequency band, Metro Ethernet switches utilizing the IP MPLS network to provide multiple services to a single customer (user node) or multiple customers ( building node).
Provide maintenance to all customer connections including all the said technologies.
Established the needed processes, procedures and work instructions to streamline the efforts and maximize utilization of available resources.
Prepared the required Frame Agreements and outsourced the WiMax installation and maintenance activates.
Effectively managing a number of contractors and direct reports to meet the corporate-level KPIs as well as the dept. KPIs
Section Head, External Network Installation, 2002 --- 2007 Qatar Telecom (Qtel)
(A section comprised of 40 staff and more than 15 contractors)
Manage the construction of the company’s telecom network infrastructure (civil and cable), and building the access networks from Switch to customer premises.
Prepare annual budgets and insure that capital and operating expenditures are aligned with the company’s business plan and are within the budget.
Prepare SMART annual targets and make certain they are in line with, and provide support to the corporate strategies, monitor the achievement of the same.
Set performance measurements criteria to evaluate staff performance & productivity.
Set past performance evaluation criteria to evaluate contractors.
Review material technical specs of the various products, update in accordance with the latest international standards.
managed a group of engineers, assistant engineers and technicians used to provide maintenance to the whole Access Network of Qatar, as well as the backbone optical transmission network.
Provided engineering and technical expertise as to improve the methodology of troubleshooting, fault locating and provisioning of preventive maintenance in order to minimize fault rate and increase productivity by best utilizing available resources.
Conducted studies on, and implemented new systems, such as: Digital Multiplexers, Pair Gain System, xDSL, HFC and Fiber To The Curb (FTTC) Access Networks.
Prepared technical specs for optical and copper cables meeting company’s needs and complying with the international standards. Evaluated tenders and inspected products in factories.
Checked and authorized maintenance work orders, using GIS and Work Order Estimation Modules.
Managed a group of installation and maintenance technicians and tradesmen used to install and maintain external networks.
Designed and implemented outside plants by direct staff. Performed acceptance tests for networks executed by Contractors.
Participated in the commissioning of optical terminal equipment as well as digital microwave links for PDH transmission systems.
Designed and supervised implementation of 33KV power distribution networks, including power transmission lines and transformers likewise.
Designed and monitored execution of low voltage power networks.
Monitored the operation of, and provided maintenance to 33KV, as well as low voltage power distribution networks, by leading a group of engineers and technicians.
Network Planning and Design, Qatar National Broadband Network Company (Qnbn). Jul2 2012 -- Present
Strategic network planning including defining and selecting the network architecture and topologies to support, cost-effectively, the current and future product offerings while maintaining highest standards in building the future-proof and state-of-the-art NBN.
Responsible for converting the company's corporate plan into an executable master plan where the annual coverage objectives can be achieved and network RFS dates are aligned with the commercial targets. In doing so, build vendors qualifications takes place to ensure the right resources are in place for timely deployment.
As part of my role, I lead the following functions: network strategic planning, master plan development, annual plans aligned with corporate and business objectives, projects cost control, network high level design (HLD), low level design (LLD), specs development and material type approval.
Obtained