Customer support engineer
Cupola teleservices
Total years of experience :2 years, 10 Months
• Handled calls from customers with valid warranties and assisted them on fix issues with their computers, servers, tabs and laptops.
• Handled SLA (service level agreement) calls and assisted engineers on meeting the SLA time intervals.
• Created monthly reports for warranty calls and daily reports for SLA calls.
• Assisted and guided engineers on daily basis regarding SLA contracts.
• Headed a daily conference call to insure SLA contracts were met
IMD (Instruments maintenance department) :
• Inspection of instruments in the GT turbine regularly.
• Fixing and Calibration of instruments in the GT turbine.
• Regular inspection of the firefighting system.
• Inspection of the instruments in the R.O. plant.
• Constant updates of the state of the instruments in the GT turbine and the R.O. plant with senior engineer.
Control room:
• Monitoring the GT turbine through SCADA.
• Monitoring faults and reporting them to the operation engineer.
• Responsibilities include operating, upgrading, managing, maintaining, troubleshooting and extending the existing transport network, which consists of Fiber optics, SDH equipment.
• Involved in the designing and implementation of the transmission network (SDH and fiber Optics) for Union Telecom Project inside Khartoum state to connect 66 sites of NEC's offices and stations with a telecommunication network.
• Part of the team that constructed the fiber optics network for about 400 Km using overhead ADSS cables. Implementing the connectivity for about 80 sites in Khartoum state using 64 SDH NEs, in addition to Data communication system.
• Implementing the connectivity between regional control centers and stations for control purposes (SCADA system).
• Actively involved in providing the connectivity between the Control Centre and all stations using SCADA system for 6 stations using Tellabs (FOCUS LX) and ABB (FOX 515).