Team Leader, Wireless Network Operations
Orange - Egypt
مجموع سنوات الخبرة :14 years, 3 أشهر
Key Responsibilities
Supervise a group of Expert engineers and provide them a technical guide regarding configuring & troubleshooting standards for wireless network with complex solutions and latest technology.
Responsible for implementation and support for Wifi configuration and readiness on edge/core network and backend systems for multi-vendor network.
Responsible for Wi-Fi operations related to Orange strategy for 3G offloading as well as fixed to mobile convergence readiness and operations.
Supervise the Implementation and support of WiFi networks using Cisco controllers and prime infrastructure to fulfill the strategic plans communicated for the delivery of fixed to mobile convergence.
Supervise team responsible of 3rd level support for all Wi-Fi network issues and all critical cases by identifying and resolving network problem to make sure that Wi-Fi services are working well.
Monitor the team performance against the objectives to make sure that Wireless team is aligned with the overall Network targets.
Supervise the daily activities of Wireless Networks and Wi-Fi locations and schedule preventative maintenance to ensure that Network and Operational KPI's are maintained by implementing the required Hardware or Software upgrades, features activation, investigating required enhancements with vendor.
Participate in setting scope of work and SLA requirements for vendors support contracts, and in reviewing offers and vendor selection.
Participate with Network Engineering and capacity planning Team to set the needed Hardware for upgrading the network elements Wi-Fi locations based on the overall budget.
Plan, manage and control budget according to the submitted overall budget in terms of CAPEX and OPEX.
Obtain and maintain required certifications with key vendors to be updated with the latest technology
Participate in the hiring process to fill vacancies from internal or external sources through interviewing candidates, sending detailed feedback, and selecting most fit for the Network positions.
Report team results and achievements on weekly/monthly basis.
Monitor operational efficiencies and take corrective action when needed by effective decision
making
Ensure performance metrics are achieved, increasing productivity, reducing unit costs, managing
performance of team.
Manage personnel development, coaching, and conflict for team members.
Key Achievements/Projects
Wireless network design and implementation for Taba Heights.
Wireless network design and implementation for Wadi Degla Clubs (5 Branches)
Smooth transition from Technology Department to Enterprise line of operations
• Conduct the site surveys requests by visiting the customer and make the needed site survey
• Design the wireless network by adding into consideration the customer requests and needs
• Implement and test the wireless network based on the survey and handle any change and obstacles that may appear in the implementation phase
• Provision IPs assignment, core network configuration and other customers' solutions to fulfil customer requirement
• Isolate customer's problems to resolve them within the agreed SLA
• Respond to customer's incidents using CRM system/portal to ensure high service availability and performance, and Guarantee highest quality by providing the customer with the progress of his problem resolution for regular update
• Guide a team of Representatives to implement and support wireless network operation
• Follow up with the technicians team to solve the physical problems and track the problem along the line from the Telecom-Egypt central office to the client side by using the Equipment`s Managing software
• Identify support operations process in order to implement effective ways of working.
• Test the new Hardware and make sure that they match our requirements.
• Responsible for provisioning network components backbone nodes (Cisco, Juniper, core switches and DSLAM’s) to fulfil customer’s requirements.
• Handle customer Premises Equipment (CPE) configuration such as (cisco routers and switches, Juniper routers, modems, wireless equipment and Ethernet extenders)
• Create and maintain solutions documentation to facilitate support cycle.
• Handle pre-WI-MAX surveys, implementations for Orange Wi-Fi customers
• Test any new H/W or Solution in lab and provide technical report for it.
1. Purpose of the job
Act as level 2 supports for all LINKdotNET DSL and Wi-Fi customers (Physical/Network) to ensure maximum possible service availability/performance and provide support for other technical teams during the customer operations and provision customer network solutions
2. Duties and Responsibility - Operational Tasks (for non-management positions):
• Follow up with the installation Rep. to install all kind of Routers and Access point at customer side
• Follow up with the installation Rep. to install all Wi-Fi over DSL services at customer side
• Isolate customer's problems to resolve them within the agreed SLA
• Respond to customer's incidents over CRM system/portal to ensure high service availability and performance, and Guarantee highest quality
• Provision IPs assignment, on Customer CPEs
• Track the problem along the line from the Telecom-Egypt central office to the client side.
• Follow up with the technicians teams to solve the physical problems by using the Equipment`s Managing software
• Provide support to other technical department through their daily planned maintenances to ensure smooth and successes change management operations.
• Provide the customer with the progress of his problem resolution for regular update
Tech. Support Call Center Representative
Excellent Grade in VoIP encryption graduation project