Lead Technical Support Engineer
Contact Center Company
Total des années d'expérience :15 years, 8 Mois
Lead Technical Support Engineer - TMC (Technical Management Center) In Control of All Kingdom for ADSL, VDSL, FTTH Technology for the Home Customers project in Saudi Telecom Company Head Quarter Riyadh
•Follow-up staff and direct them to deal with technicians and customers. •Observer the team in Trouble shooting with customers & technicians. •Monitor the team in Activating ADSL, VDSL, FTTH ports using NMS for different type of vendors (Alcatel/Huawei/Siemens). •Trouble shooting with customers & technicians and support them. •Reporting any problem over Network element To the NOC and Follow it up until solving it.
Senior Technical Support Engineer - RDOC (Riyadh Dispatch Operation Center) In Control of Central & Eastern Region for ADSL, VDSL, FTTH Technology and INVISION (IP TV) for the Home Customers project Customers in Saudi Telecom Company Head Quarter Riyadh.
• Trouble shooting with customers & technicians and support them to configure multi type of Modems (Huawei Modems / Thomson Modems/STB Modems). •Activating ADSL, VDSL, FTTH ports using NMS for different type of vendors (Alcatel DSLAM and ISAM / Huawei).
Assistance project manager- Enterprise Business Unit ENOC (Enterprise Network Operation Center) in Control of all kingdom Regions for testing and solve ADSL& fixed line issue for the Business Customers project in Saudi Telecom Company Head Quarter Riyadh.
•Project Management and implementation skills. •Building strategies with technical and administrative departments to achieve objectives of project. •Dedicated to team work and effort. •Communication skills to aid solutions in meetings. •Ability to maintain healthy relation with Customers. •Ability to blend in the Management Atmosphere. •Assisting and supporting the Project Manager in their daily duties.
Technical Support Engineer -MDOC (Mursalat Dispatch Operation Center) In Control of MDOC for ADSL& fixed line for the Home Customers project in Saudi Telecom Company Head Quarter Riyadh.
•Dealing with Trouble ticket registers by Customer Client throw Testing Tools LTS (Line Test System) and NA (Network analyzer). •Trouble shooting with customer and support customer to configure multi type of Modems (STC Modems / Linksys / Speed Touch / Net gear …). •Activating ADSL ports using NMS for different type of vendors (Alcatel DSLAM and ISAM / Huawei / Siemens). •Support Technicians in the field giving Tech information, help in provision over all ADSL and Fixed Line System. •Activating Customer Land Line over Fixed Line Systems (Lucent, Siemens net Manger and Huawei Soft switches)
• Troubleshooting of the all hardware and windows operating system.
• Disaster & Recovery of all windows system and Application and hardware component repair.
• Support Desktop users PC’s, Laptops, Printers Hardware and Software and solve their problems.
B.Sc. in Electrical and Electronics Engineering (computer Engineering) With honors From Science & Technology University – Sudan-2007