IT Enterprise Services Lead
VIVA
Total years of experience :16 years, 10 Months
VIVA Bahrain, a part of the STC Group, launched telecommunications services in Bahrain in March 2010. VIVA being recognized as Bahrain’s most advanced telecom operator in Bahrain. VIVA is also the official partner of the English Premiership Champions Manchester United.
Managing the IP Telephony, UCCE, SMSE Notification & IP contact Center (Three Teams) responsible for overall operations of VIVA Voice, IVR, Wall Board, Fax, Virtualization, and Dialers, Voice Recording, SAN & SMS Notification support to VIVA’s business units.
Demonstrable experience of having deployed and/or supported Cloud / Virtual Infrastructure Design, planning and implementation with VMware, Hyper-V, EMC VNX and Cisco UCS systems
Evaluate and track capacity of IT infrastructure and data center environments and report capacity and growth trends to the management.
Experienced in working and communicating with Senior Architects and Integrators.
LTE 4G Service Launch - Viva (Configure and Support as new USSDs and SMS short codes are configured for new Products)
Maintained 99 percent uptime of critical servers, OS & applications.
Design, Implementation, Management and Optimization of Corporate Voice Network and all Voice related network services including IP Telephony, IP Contact Center and Other Contact Center Support applications like Self-Service IVR, CTI, Routing, Outbound Dialer, Reporting, Multi-channel, WFM, etc.)
Provide Technical Project Management of new Contact Center & VoIP Projects and direct technical analysis of voice hardware, software, and networks.
Monitor Industry Trends, Research Vendor Products and Recommend Emerging Technologies to management. Provide guidance on Cross-Functional Projects.
RFP Preparation and Proposals Evaluation for the Contact Center & IP Telephony Area.
*Translate Contact Center Business Requirements into detailed IT technical requirements.
*Assessment, testing, and implementation of systems and applications pertinent to Contact Center systems.
*Rollout and Management of all Voice over IP applications in the Enterprise and the Contact Center.
Integration Planning of Contact Center LAN/WAN resources.
Coordinate activities with other departments and outside vendors regarding CC technologies & development.
*Voice network capacity planning and optimization including Contact Center.
*Data and Voice network design for Voice based network services.
Advanced problem resolution on voice communication networks.
*Assist in Contact Center IT business planning and budgetary proposals.
Warid Telecom is a joint venture between Abu Dhabi Group & SingTel Group. Warid is one of the world's largest mobile operators, with over 18 million subscribers in Pakistan alone and millions more to come.
* Responsible for the overall voice and data architecture of the Warid Contact Center, which provides telecommunication products and services, such as voice, IVR, Wall Board, Fax, data processing, and Dialers, Voice Recording support to Warid’s business units.
* Successfully installed, configured, administered, and maintained Cisco Call Manager 7.x, Unity, Presence and Meeting Place with cluster approach for 2500 extensions at multiple sites.
* Planned, proposed, and implemented changes in existing network infrastructure during expansion.
* Deployed IP FAX, Audio Conferencing and administered recording system like Globitel speechlog.
* Reduced network vulnerabilities by redesigning and implementing consistent security throughout the
enterprise using a layered approach and the latest technologies.
* Consistently deliver IT deployment projects on-time, with minimal disruption to critical business processes
* Maintained 99 percent uptime of critical servers, OS & applications.
* Collaborated with other IT teams including customer services, marketing & engineering.
Worked in Warid Telecom as Executive IT IPCC, To see overall contact centre operations
including IPCC components, Unified Communications, Unified Call Manager, Predictive
Diallers, SS7 Network, IP Fax system, signalling links, Data Centre Management and
Speech log Recording solutions etc.
Main responsibilites are;
• Configuring Cisco Switches, Routers & Gatekeepers.
• SS7 Off Loading
• Monitoring of C7 Links.
• Cisco Unified Communication Manager (Call Manager), Unity, Presence & Mobility.
• Cisco IP Contact Centre & Predictive Dialler.
• Experience with Microsoft 2000 / 2003 Server, Active Directory (LDAP), Exchange
2003.
• Data Centre Management Including servers and Network Links.
• Monitoring of Servers, DataBase and Gateways, WAN, SS7 links, through Cacti,
Nagios and solar Winds.
• Recording soution Managment, R SPAN Configuration and Spaning of voice Calls.
TRG is the leading global bpo partnership, providing equity capital, strategic advice, technology products, and customized outsourcing solutions.
* Successfully configured, administered, and maintained Asterisk (PBX) on LINUX platform for 27 locations in 7 countries offices.
* Full project life cycle for enterprise-scale network contingency planning, network configuration, optimization, and redundancy and routing design.
* Developed disaster recovery procedure that allowed rapid recovery in a mission-critical environment.
* Configured new E1s for voice connectivity between Asterisk and Quintum/PRI Cards.
* Provided support remotely to 20 call center sites for administration, maintenance, and health checkups.
4 years of BS. Electrical Engineering with specialization in Telecom