service delivery manager
Expereo
Total years of experience :4 years, 6 Months
• Responsible on-site installation, over my career with Expereo I have successfully delivered installation for over 100
sites globally
• Worked on 3 mega projects globally, from implementing a centralized solution in Europe, to managing and monitoring
all clients’ servers globally to ensure business continuity
• Helped a Japanese client to successfully deliver a new automation technology from installation to monitoring resulting
in reducing manual operational work, maintenance time and increase the quality of service
• Facilitated the delivery of a proof of concepts over 6 sites for a client globally that resulted in securing a contract worth
more than £2.5 millions
• Conducted more than 30 technical training workshops for new hires covering different aspects of operation from
network architect to client communications and operation best practice.
• Initiated a weekly meeting workshop to help monitoring products performance with clients and regularly identifies
new opportunities and gaps for operational enhancement
• Independently resolved more than 300 incidents for ICC customers varying from hardware, software and network
issues while adhering to meeting operational targets
• Established a centralized knowledge management approach for all products and services as an initiative to enhance
the knowledge management procedures at ICC
• Participated in cloud implementation project for a major telecom company in Lebanon. During this project I have
gained in depth knowledge on virtualization and Linux administrations
• Enrolled in Nokia Networks training on cellular hierarchy from 2G, 3G, 4G and their operational disciplines
• Thesis project in collaboration with Mercy Corps, an NGO, to analyze hyperinflation in Lebanese food prices. Implemented a robust forecasting model for future price predictions, integrated into a user-friendly dashboard using Streamlit for data-driven decision-making in cash assistance programs. Employed web scraping techniques to monitor food prices in key Lebanese markets, ensuring informed decision-making. Developed a data-driven recommendation system, optimizing cash assistance programs and enhancing community support. • Developed and implemented machine learning model for applicant acceptance prediction for local NGO in Lebanon, resulting in improved selection processes and strategic resource allocation via actionable recommendations. • Led an in-depth research project focusing on the pharmaceutical industry in Lebanon which entailed developing an interactive dashboard to communicate research findings effectively. • Executed a successful Social Media Marketing Campaign for a small local business by employing Python and web scraping techniques. Project entailed conducting sentiment analysis using NLP tools and data-driven marketing strategies. • Served as a Graduate Assistant, providing research support for executive education initiatives, including the Executive MBA program at American University of Beirut.
• Final year project was on miniaturized Dual Bandpass -Lowpass filter introducing new techniques to the field that has resulted in enhanced performance with 70% size reduction offering new spectrum in the field of telecommunication Student Representative for the Institute of Electrical and Electronics Engineering (IEEE) at the Department of Electrical and Electronics Engineering. Participated in undergraduate projects covering different programming languages including C, C++, Assembly and JavaScript