Continued
Continued
Total years of experience :28 years, 6 Months
Highlights:
• Analyzed and implemented Total Quality Management principles for telecommunication engineers after in-depth study.
• Provided extensive classroom and field training to the installation, maintenance and construction teams.
Appreciation Letter Received:
2001: Collaborated with Sofercom Exporter to change network specification, Orange Telecommunication Company.
Key Responsibilities as Quality Engineer (Oct ‘00 - Jun ’03):
• Assumed responsibility for quality system maintenance and assisted quality manager in establishing, implementing and maintaining the quality management system.
• Performed root cause analysis and implemented corrective actions for process related concerns.
• Supported the quality inspectors to ensure that products and processes comply with the relevant requirements of the quality management system.
• Conducted audits including closing out audit findings and drafting reports, as well as determined appropriate corrective and preventive actions.
• Created and maintained company quality documentation procedures encompassing quality manuals, quality procedures, etc.
• Supervised employee performance and organized trainings to build quality awareness among them.
Key Projects to Credit:
• Directed and supervised the entire life cycle of a complete network project including implementation of all civil and electrical works for local line plant of national telecommunication project.
• Implemented preventive maintenance program of cable networks for projects in Karak.
• Managed civil work (fiber optics), Orange Telecommunication Company, Jordan
• Fiber optics splicing and testing, Orange Telecommunication Company, Jordan.
• Testing Equipment (18C: insulation testing device) (cable faults locating device), (3M: Multiple Function Device for ADSL), Orange Telecommunication Company, Jordan.
• Supervised the installation of electronic cabinets.
• Managed the project of ADSL in South region.
Key Responsibilities as Project Engineer (Jan ‘97 - Oct ‘00):
• Oversaw the work of construction and installation teams.
• Held accountable for planning, scheduling, conducting and coordinating the technical and management aspects of projects.
• Analyzed project inception plan and created a schematic layout in view of key quantifiable parameters encompassing estimation of takeoff costs, reviewing project constructability, scope of work, project profitability and scheduling.
• Allocated work modules to various teams under purview and consistently followed up on progress to ensure seamless integration upon completion and deliverability.
• Ensured procedural adherence, resolved unexpected technical difficulties, identified bottlenecks and planned priorities as well as future system capacity requirements.
• Reported to the senior management periodically on project advancement and requisitioned additional resources as per requirement.
Key Responsibilities as Maintenance and Operations Engineer (Nov '95 - Jan '97):
• Liaised with contracting companies to execute electrical contracts, fire control and telecommunication system for buildings. Planned, installed and maintained network for fixed line.
• Directed the testing, commissioning, integrating and support processes as well as performed fault analysis and diagnosis of telecom products and systems.
• Led the project team and ensured that projects are delivered on time, within budget and to the agreed standards of quality.
• Facilitated telecom infrastructure initiatives in the areas of preventative maintenance, configuration back-ups, capacity planning, telecom redundancy and disaster recovery.
• Coordinated design requirements, project scheduling and construction of communications facilities, recommended materials, estimated labor/material costs and prepared specifications for purchase of materials and equipment.
• Oversaw employee performance and provided recommendations to the senior management on areas of improvements/training needed, as well as motivated team members to meet established targets.
Nov.14- Present Operation Director FHC.
Mar 12 - November 2014 As An Operation Manager
Aug ’03 - Head of Customer Service Department
Oct ‘00 - Jun ’03: Quality Engineer
Jan ‘97 - Oct ‘00: Project Engineer
Nov ‘95 - Jan ’97: Maintenance & Operation Engineer
Key Responsibilities As An Operational Manager (Feb ’ 12 - Present
Indoor fiber.
Cable projects (secondary & primary)
verification of cabinets.
preventive maintenance (Fiber &COPPER).
OSP Projects ( FTTH, FTTM).
Project of billing & units.
Key Responsibilities as an Operational Director (Nov’ 14 - Sep’2018
▪ FTTH Project Nokia Network & Solutions.
▪ Cable projects (secondary & primary)
▪ Verification of cabinets.
▪ Preventive maintenance (Fiber &COPPER).
▪ OSP Projects (FTTH, FTTM).
▪ Project of billing & units.
▪ Indoor fiber.
Head of Customer Service Departme
The Company delivers the best telecommunications services for its customers through offering various and comprehensive services at affordable prices and in line with its values and principles.
Inducted as Project Engineer, charted a laudable growth curve to merit promotion to the current position.
Designation Chronology:
• Aug ’03 - Present: Head of Customer Service Department
• Oct ‘00 - Jun ’03: Quality Engineer
• Jan ‘97 - Oct ‘00: Project Engineer
• Nov ‘95 - Jan ’97: Maintenance & Operation Engineer
Key Responsibilities as Head of Customer Service Department (Aug ’03 - Present):
• Successfully managing a team of 52 professionals in devising and implementing an integrated range of customer service policies and procedures in compliance with quality standards of the organization.
• Ensuring prompt attendance to complaints and escalated issues, maintaining relations through routine calls and notifying clients of all company products and services.
• Overseeing help desk operations and following up on customer care external requests via several channels including e-mail, fax, etc and undertaking requisite measures for the same.
• Evaluating customer feedback to suggest modifications and incorporating the same in business strategy; thus effecting high levels of company service.
• Planning appropriate responses to demand variations as well as imparting strategic guidance to front line employees and customer service teams to ensure they adhere to all values and disciplines.
• Scrutinizing call center procedures/standards for continuous improvement. Managing performance of call center team as per established KPIs.
• Supervising overall activities of front line employees and organizing training sessions to enable them to maintain corporate customer service standards.
Key Responsibilities as an Operational Director (Nov’ 14 - Present
▪ FTTH Project Nokia Network & Solutions.
▪ Cable projects (secondary & primary)
▪ Verification of cabinets.
▪ Preventive maintenance (Fiber &COPPER).
▪ OSP Projects (FTTH, FTTM).
▪ Project of billing & units.
▪ Indoor fiber.
Head of Customer Service Departme
Mar 12 - Present As An Operation Manager
Aug ’03 - Head of Customer Service Department
Oct ‘00 - Jun ’03: Quality Engineer
Jan ‘97 - Oct ‘00: Project Engineer
Nov ‘95 - Jan ’97: Maintenance & Operation Engineer
Key Responsibilities As An Operational Manager (Feb ’ 12 - Present
Indoor fiber.
Cable projects (secondary & primary)
verification of cabinets.
preventive maintenance (Fiber &COPPER).
OSP Projects ( FTTH, FTTM).
Project of billing & units.
1998Siemens Telecom. Certification. • 2007: Negotiation Skills - Telecommunication Institu.
