SENIOR SUPPORT ENGINEER
ALCATEL-
مجموع سنوات الخبرة :4 years, 2 أشهر
SANDVINE
* Provides L2 support to Sandvine products for customers in EMEA region; O2 Ireland, O2
Germany/Telefonica, O2 UK etc
* Head responsible for tracking all ongoing issues internal and external
* Labman: Responsible for related lab equipments and remote access
Provides level 2 international support for Ericsson Redback SMS and Redback
SmartEdge for customers in North America, Europe, Africa and Middle East such as
British Telecom, Maroc Telecom, Botswana Telecom, AT&T, EmbarQ/CenturyTel
* Head responsible for tracking Ericsson Redback issues
* Labman: Responsible for the related lab equipments and remote access
ALCATEL-LUCENTISTANBUL/TURKEYSEP 2009 - 2 012
CUSTOMER PRIME - ERICSSON REDBACK (AT&T, EMBARQ, CENTURYTEL)
* Acts as a single point of contact between the customers and Alcatel-Lucent level-2
support organization
* Maintains customer satisfaction by providing services that are fully compliant with the
SLA
* Builds relationships, customer trust, manage difficult situations and negotiate conflict
resolution
* Ensures proper customer follow-up and escalation. Facilitate identification of control
mechanisms and critical action/recovery paths for system components
* Prepares detailed reports to track all ongoing tickets
Manage the
IT INFRASTRUCTURE
* Responsible for the IT End-Users in Kuwait, Qatar, Oman and UAE (+1K users)
* Manages the IT Infrastructure Team to support and monitor the issues to ensure timely
resolution and to meet KPIs
* Maintain IT inventory; Hardware, Software, Licenses
* Configure, monitor, maintain end-user and network infrastructure
* Write technical procedures and user guides for the applications
* Coordinate with other departments where necessary and build a reputation for Internal
Customer Service and Support
* Research, evaluate and recommend new technologies to further enhance company
operation
* Work with management and associates throughout the organization to define technology
needs to meet business plans, determine cost justification and quantify return of
investment.
DU Telecom Fixed Networks Migration Project; deployment of GPON FTTx Network
* Leads both to Customer Care Center and the Technical Team (+35 people)
* Deployed more than 50K ONTs in Dubai
* Migration plan preparation and execution support
* Successful execution of project goals including schedule, quality and performance
* Manage customer expectations and satisfaction across project cycle
* Services delivery team building and candidate selection
* Directing team in the problem-solving process under time constraints
* Plan, manage and maximize the utilization of project resources
* Setting and monitoring KPI targets for quality improvement
* Quality Management and project/teams performance monitoring through project
delivery
* Detailed daily/weekly reporting regarding the project status and the
process/improvements including Quality Dashboard reports
* Ensures the business readiness activities and all other activities are delivered in SLA
* Assists with program evaluation process and preparing of associated materials and
documents
* Provides operational interface for project internal and external communication and
alignment (Services Team Management, HR Recruiting, Training)
* Drives the detailed plan, co-ordination and execution with the involved work streams
and departments
Products
Provides IP/MPLS Level 2 international support to Alcatel-Lucent customers (200+) in
Europe, Middle East and Africa like; France Telecom, British Telecom, Deutsche
Telekom etc for 7750 SR, 7710 SR, 7450 ESS, 7250 SAS/ES, 7705 SAR, 7210 SAS
located in the MPLS network provider edge and core network
* Troubleshoots, diagnoses and suggests/performs corrective or preventative
maintenance actions on problems reported by customers
* Provides effective recovery in SLA. Manage and communicate the related risks. Provides
appropriate follow-up to customers
ALCATEL-LUCENTISTANBUL/TURKEYNOV 2011 - J UL 2014
CUSTOMER TECHNICAL ADVOCATE (CTA) - O2 IRELAND SANDVINE PROJECT
* Acts as a single point of contact between the O2 Ireland and Alcatel-Lucent level-2
support organization
* Maintains customer satisfaction by providing services that are fully compliant with the
SLA
* Ensures proper customer follow-up and escalations. Facilitate identification of control
mechanisms and critical action/recovery paths for system components
* Prepares detailed reports to track all ongoing issues internal and external
ALCATEL-LUCENTISTANBUL/TURKEYJAN 2011 - S EP 2012
PROJECT LEAD
* Turkcell DPI Project
* On-Site Project / Activities: Installation & Commissioning of Sandvine Equipments for
Turkcell/Superonline in various cities to manage and monitor traffic
* Implementing acceptance tests of Sandvine Equipments for Turkcell/Superonline
* Works closely with the customer to ensure the quality of service delivery
* Responsible of following up all issues in the process
* Prepares detailed reports to track all ongoing issues internal and external
ALCATEL-LUCENTISTANBUL/TURKEYJAN 2011 - S EP 2012
SUBJECT METTER EXPERT
* Turkcell Secure Internet Project
* Implementation and deployment of creating user profiles (family, child etc.) based on
TRA’s request and URL Filtering based on TRA’s black and white lists
Provides support to non-Alcatel Products and Management Systems running in various
international customer networks
* Customer - Vendor Interface
* Supports the customers directly within SLA on the status of the assistance request
ALCATEL-LUCENTISTANBUL/TURKEYOCT 2008 - J ULY 2011
KNOWLEDGE MANAGEMENT RESPONSIBLE
* Head responsible in team for an internal Knowledge Management tool, where the
worldwide support is also provided to
* Had a role in the Ask-Al test group to evaluate and improve the productiveness of AskAL
courses: ITIL – Foundation / 2017 * Alcatel-Lucent - Fixed Ultra-Broadband Access Technologies & Products Foundation (CNF) / 2016 * Alcatel-Lucent - Fixed Ultra-Broadband Access Technologies & Products Associate (CNA) / 2015 * Alcatel-Lucent 4A0-104 Services Architecture / 2015 * Alcatel-Lucent 4A0-103 Multiprotocol Label Switching / 2014 * Alcatel-Lucent 4A0-101 Interior Routing Protocols and High Availability / 2014 * Alcatel-Lucent 4A0-100 Scalable IP Networks (Network Routing Specialist NRS1 Certified) / 2013 * Sun Certified System Administrator Certification for Solaris 10 (SCSA) / 2011 * Sun Certified Solaris Associate Certification for Solaris 10 (SCSAS) /2010 TRAININGS * PMP Certification Preparation Workshop – Dubai / Sept 2015