Telecom Software Second Line Support and Project Support Senior Team leader
ITSoft
Total years of experience :27 years, 11 Months
Leading a team of skilled software technical support engineers working 24X7 in order to solve billing software defects reported by customers who went live on the TABS telecom billing system.
Supporting ALL live operators existing in Africa, Middle East and Asia in all reported defects related to ITS billing system (TABS).
Operators currently supported through second line department are:
CANAR TEL (Sudan), MTN (Sudan, Cyprus, Ghana, Lithuania, Cote De Voir, Benin), Zain (Kuwait, Bahrain, Atheer Iraq, KSA, Sudan), WARID (Pakistan and Bangladesh), BGL (Bangalink), Iraqna and SyriaTel
Handling all CMMi Level 5 certification non-conformities related to support in order to achieve the certificate for the telecom department.
Using my past experience as a leader in ITSoft, I have been promoted to handle high level Marketing activities in ITSoft.
Leading a team of skilled Marketing Engineers for the mission of marketing the company’s services.
Planning for the organization’s marketing campaign
Arranging and attending specialized exhibitions, conferences and user groups
Preparing and implementing marketing kits
Handling advertisement activities and PR campaigns
Leading a team of skilled Technical Support Engineers for the mission of installing, configuring and supporting different software solutions sold by our company in different Middle East countries.
Planning for the technical support division to be revenue generating rather than a cost-center.
Working closely with the sales team on the pre-sales support (Technical Proposals, Demos, Presentations, etc.).
Proposing and signing software maintenance contracts and software maintenance services to our clients.
Implementing and running Help Desk and support services to our customers 24X7
Supervising and participating in the installation, configuration and tuning of the following software:
1. Core Banking on ‘Phoenix Banking System’ (Middle East release) using Sybase as a Database engine
2. Trade Finance on ‘Trade Wind’ using Sybase as a Database engine
3. Bank automation on ‘Mosaic’
4. Bank Automation on ‘Global FS’ of ‘Getronics’ using SQL server as a Database engine
5. Higher Education system on ‘Banner’ of SCT using Oracle as a Database engine
6. Human Resource system on ‘HR-Access’ of IBM using Oracle as a Database engine
7. Tandem mini computers for ATM front end
8. Sun Clustering software
Achieving successful Banking software installations in 13 sites
Providing Internal IT support services for internal IT infrastructure maintenance, upgrades and fixes, such as
1. Network installation, maintenance, upgrades and trouble shooting
2. Installing and maintaining Software environment replica of the installations on customers’ sites (for support purposes)
3. Connectivity, website, mail server, proxy, firewall and domain maintenance.
Developing strategies, objectives, goals, policies and procedures for the technical support department.
Developing employee performance standards, measuring and correcting performance within my department
Motivating employees for better performance, team working and communication.
Spent three months on a Banking training course in Orlando, FL, USA.
Implemented required items for ADIB Abu Dhabi Islamic Bank on Phoenix Banking System TPI module.
Participated in the Arabization of Phoenix Banking System.
Promoted to the current position ‘Technical Support Group Leader’
Upgrading an already existing large scale Data Base System using FoxPro from the DOS platform to Windows 95 platform with the support of Arabic. The system includes modules for personnel, accounting, billing, stores and other modules for controlling all the factory's business transactions
Designing, Developing and updating the magazine web site on the Internet for both publications Egypt Today (www.egypttoday.com) & Business Today (www.businesstoday-eg.com).
Arabizing IBM Software under OS/2.
Developing installation software.
Participated in the Development of IBM Arabic version Software as IBM Works 2.0 and Translation Manager/2.
Developed Market Support Plan for IBM Translation Manager/2.
Participated in IBM’s “A World of Solutions” Exhibition as a software demonstrator.