B2B Technical Presales & Enterprise Solutions Team Leader
Etisalat
Total years of experience :15 years, 10 Months
- Demonstrating Etisalat B2B (Business to Business) products to the customers:
(Local & International Connectivity, Managed LAN/WAN/Security, Video Surveillance, Datacenter Services, Wi-Fi, Unified Communications, M2M, Cloud Services & etc…)
- Provide technical consultancy and support for Etisalat sales force at customers meetings to discuss, capture and define customer requirements.
- Creating innovative, unique, and cost-effective solutions for the customers.
- Managing site surveys for wireless, video surveillance & etc…
- Ensure that proposed offers includes optimum technical solutions that accurately address customer needs.
- Position our B2B services against the competition.
- Write technical requirement specifications and translate these accurately to the Sales, delivery and bid management.
- Construct and deliver training that ensures that the Sales teams understand Etisalat B2B products and solutions.
- Initiate new products and services to increase Etisalat business opportunities.
- Follow up post sales customers status and solution auditing
- Report monthly the pre-sales progress and development against targets.
Responsibilities:
- B2B Solutions Productization to match current needs and technologies
- B2B Business Models Development & enhancement
- B2B New/Exist Solutions Development.
- B2B Managed services development
- B2B Partnerships Development.
- Technical Pre-Sales Consultancy/Training and Commercial support.
- Solution Design, Costing & Offering.
- Preparing solution Documentations, conducting Presentations
- Demos & PoCs design and demonstration.
- Applying and attending B2B tenders with its types (RFP, RFQ, RFI)
- Market Study and Etisalat positioning again competition.
- Handling all B2B and non-standard solution Business cases.
- Risk assessment & mitigations for Enterprise Solutions Large Bids
- Offering tracking & governance control
*** Managing Team Resources To Match Daily Tasks ***
*** Giving Technical Advises/Recommendations ***
*** Setting Team Objectives & KPIs ***
*** Facilitating Day To Day Team Challenges ***
*** Coaching & Supporting ***
*** Supervising A Team Of Engineers Who Are: ***
1) Handling KA customers complains that needs a privilege on network (3rd Level Support).
2) Handling KA customers complains that needs field interaction.
3) Follow to ensure proper handling if case escalated to network teams.
4) Analyzing TKTs repetition and taking the required action to eliminate the root cause.
5) Attending technical meeting periodically with KA customers augmented with CRM team.
6) Offering a technical advising to KAs to ensure proper functionality.
7) Building a rapport relationship with KA customers to feel the owner ship, trust and response time.
8) Generating customer technical database with provisioned solution.
9) Contribution to give our KAs with premium support by engaging on his own network if needed to ensure smooth design & compatibility.
10) Setting committees of any party that may contribute of KAs problems/solutions.
11) Communicating with vendors TAC & engineering teams to troubleshoot highly escalated TKTs and requirements.
Problem Management:
Permanent Fixing for repeated problems for Internet and VPN services whether over MPLS (L2 / L3) or over legacy network.
Advanced Troubleshooting:
Acting as Level 3 support for Enterprise Customers Tickets escalated whether from Enterprise Support Team or Maintenance Team.
Provisioning:
End To End customer`s connection provisioning for new installations through standard & non-standard solutions following certain conventions
Change Management:
- Migrating from Legacy (ATM & FR) Network to IP/MPLS Network.
- Migrating to IP DSLAMs & Metro Ethernet Network.
- Changing Customer Solutions.
- Changing Customer connections from L2 to L3 and vice versa.
- Transferring Customer connections from path to another following specific CRs & downtime.
Project Management:
- Owning full projects regarding customer connections or network tasks.
- Leading task forces & managing team members.
- Coordination between several teams to accomplish the tasks.
- Meeting expected delivery time with maximum efficiency.
- Documenting and gathering project hard/soft copies in easy-to-follow formats.
>>Professional Hands-On
Troubleshooting and fixing Corporate and Large Enterprise Customers Local & Wide Area Network connections through Etisalat ISP Routers, Switches, DSLAMs and modems to maintain customer SLA & targeting certain KPIs.
Proffesionally Working on:
Cisco PE & CE Routers, Firewalls (ASA) & Switches.
Huawei PE Routers, Switches, ATM DSLAMs & IPDSLAMs
Lucent Stinger DSLAM.
Paradyne ATM DSLAMs
Varios types of A/SH/GSHDSL modems
Dynamic & Static Routing Protocols
MPLS & VPN Technologies (L2 & L3)
Cisco LMS (Lan Managment Solutions)
Cisco ASDM (Adaptive Security Device Manager)
Cisco SDM (Security Device Manager)
CSM (Cisco Security Manager)
Orion NPM (Network Permormance Monitor)
PRTG Network Monitor
On job Training in the American University in Cairo and National Technology Institute in Smart Village.
Teaching the following courses to Arab/non Arab students:
ITE (Information Technology Essentials - Cisco Academy)
ICDL
On Job Trainee as IT Instructor.
Very Good with honor degree.
Very Good with honor degree. Best Student in the College 2006. 4th student in the scientific field 2005.