Senior Support Service management
du
Total years of experience :13 years, 6 Months
DU is one of the two ISP and mobile carrier in UAE that offers mobile and fixed telephony, broadband connectivity and IPTV services to individuals, homes and businesses. The company also provide carrier services for businesses and satellite up/downlink services for TV broadcasters.
As a Network Engineer I performed make tasks included but not limited to:
Revise customer’s account configuration in the Network and check the customer’s associated equipment to locate and identify any miss-configuration or equipment malfunction to take the required action.
Establish contact with customer to provide remote support and carry out the troubleshooting if necessary.
Support Field Technicians to locate identify and resolve faults.
Ensure effective equipment delivery and configuration.
Escalate major issues affecting multiple customers to second level operations and ensure escalations are handled in a professional, consistent and relentless manner.
Coordinate with third party vendors during routine deployment and outages.
Implement and strictly follow-up change management procedures and systems.
Develop business processes and systems, establish and measure Key Performance Indicators (KPIs) to meet customer’s Service Level Agreements (SLA).
Develop and analyze performance reporting and identify areas of improvement.
Introduce streamlined processes and procedures for handling and improving customer operations.
Main tools and applications:
Customer relationship management (CRM)
HP Service Manager (HPSM)
Alcatel-Lucent’s Motive Home Device Manager (HDM)
Alcatel-Lucent’s Access Management System (AMS)
Alcatel-Lucent’s 5900 OSS-BSS Interface (OBI)
Ericsson’s EntriView (EMS) Element Management System
Huawei’s Unified Network Management System (iManager U2000)
Elite/CSM Cisco Security Manager
NetCracker
New Version is an IT solution company that provide infrastructure consultants to government entities related to but not limited to network administration, system implementation and support and security appliance and CCTV integration voice and video conferencing system.
As Pre-Sales Engineer my duties were:
Prepare and deliver technical presentations explaining products or services to customers and prospective customers
Confer with customers and engineers to assess equipment needs and to determine system requirements
Collaborate with sales teams to understand customer requirements and provide sales support
Secure and renew orders and arrange delivery
Plan and modify products to meet customer needs
Help clients solve problems with installed equipment
Recommend improved materials or machinery to customers, showing how changes will lower costs or increase production
Help in researching and developing new products
Vision Valley is an international company that provide Internet service and IT solutions, it also provides long distance connectivity using WIMAX and WIFI.
As a Wireless Engineer my duties were:
Coordinate with customers and provide assistance to customers on phone at site as well.
Provide technical support to all engineers for various wireless networks.
Performance maintenance on all project processes and enhance it appropriately.
Maintain various equipment and perform upgrades as when required.
Develop and plan wireless network and design enhancements for same.
Assist sales and marketing teams in pre and post sales and ensure quality of services for same.
Train and assist internal staff and engineer in wireless technologies.
Maintain knowledge on new wireless network products.
Supervise all hardware installation and ensure appropriate integration of network product in various networks.
Determine client requirement and execute all wireless projects for clients.
Monitor efficient work of sub contractors for various wireless projects.
Performed audit in wireless site and ensure viability with network and recommend solutions for incompatibility.
Evaluate results and perform tests in various wireless MDL and prepare reports on same.
Develop and maintain efficient third party relations and ensure compliance to deadline.
Monitor efficient installation of product at customer site and ensure efficiency of various engineering work.
ACC specializes in the consultancy, Supply and Services of Computer hardware and Packaged Software, Design and implementation of ICT solutions. Within an expertise built over the years and employing one of the most qualified professional manpower, we today address a broad spectrum of business needs. Our customer approach is to understand their business challenges, work with them to define the tasks, explore a road plan, and perform an in-depth deliberation to arrive at a solution. We provide dedicated support and services to our customer, which had made us to stand tall in today’s competitive market
As a System Engineer my Duties were
Work escalated support issues related to Microsoft's core business solutions, WAN and LAN connectivity, routers, firewalls, security, and remote access solutions.
Perform network assessments, security audits and new client consultations
Participate in the administration and maintenance of the remote monitoring and management system: update agent scripts, respond to alerts, monitor dashboard, and periodic system review
Work with Sales Team to Engineer projects, identify new products and solutions, and research solutions for existing clients
Document maintenance for all computer systems and network infrastructure
Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages
Be available for other engineers and coach them to resolution
Provide technical services and support for the following areas:
Network level: WAN and LAN connectivity, routers, firewalls, and security
Internal systems, cloud and network infrastructure.
Microsoft related technologies: Windows Server, Exchange, SQL, SharePoint
Virtualization technologies: VMware, Citrix, and Microsoft
Remote access solution support: VPN, Terminal Services, and Citrix
Remote monitoring and management of system alerts and notifications.
Computer Engineering
Fiber Optics
