Business Relationship Manager
Emirates Schools Establishment
Total years of experience :12 years, 4 Months
Implement well-developed and approved QA procedures.
• Ensure SLA customer requirement
• Increase customer satisfaction
• Decrease percentage of daily breached tickets.
• Decrease customer escalation.
• Increase awareness and alignment between MOE members.
• Implement and develop gap approved process.
• Ensure corrective action applied and followed.
• Provide Standardized report approved services to end-user.
• Implement well-developed and approved QA procedures.
• Ensure SLA customer requirement
• Increase customer satisfaction
• Decrease percentage of daily breached tickets.
• Decrease customer escalation.
• Increase awareness and alignment between MOE members.
• Implement and develop gap approved process.
• Ensure corrective action applied and followed.
• Provide Standardised report approved services to end-user.
Deliver training for over a thousand users ( MOE Employees, English training and curriculum department, Cluster managers, Principals, School management, Teachers, Students & Parents ) about smart learning programs around all the Emirates.
Managing a team members of 26 IT service desk agent in MOE.
Apply ITIL framework/ Service ( Strategy - Design - Transition - Operation )
Delegate tasks and set deadlines to the team.
Providing accurate information and supporting Service Management in all areas of process.
Escalate any issue from the team or schools to the management.
Monitoring case backlog and advises technical support agents on problem resolution procedures & monitor team performance and report on metrics.
Notifies and liaises with resolution groups (including Incident & Problem Management) of all critical and major impact cases.
Discover training needs and provide coaching.
Drawing up overall training plans, developing training materials, choosing the relevant delivery methods giving consideration to the diverse and multicultural groups of participants and the relevance to their industry.
Passionately looking for innovative ways for developing training materials and delivery style that enable for the talent development of trainees.
Ensure the successful completion of quality product and solution implementations utilizing strong leadership, project and resource management skill.
Creative ability to deliver a wide range of training activities using excellent communication and team building skills, ensure meeting needs & requirements, measuring efficiency and effectiveness of training activities.
Provide a training to teachers in schools about how to use smart learning applications.
Deliver presentation for smart learning project to all teachers in government schools.
Provided support in create material to make the products easy for the clients.
Deliver end-to-end technical implementation solutions, focusing on a defined project delivery life-cycle.
Facilitate successful technical on-boarding of new clients in order to ensure client success and promote user retention.
Working on DU outdoor project 2017.
Deal with customers and vendors and coordinate our teams. Bring more scope form vendor and negotiate about prices.
TI Site engineer (NOV2016-aug2017)
Installing and implementation for nokia 3g / LTE
Installing and commissioning and alignment for nokia links FMPR / MPR
Installing, commissioning, and alignment for Huawei links and RTN 905/950
Installation for Huawei eNodeB BTS3900L
Installation and commissioning of HUAWEI NodeB BTS 3900
Integration lte network using LMT software
Check the quality of implementation and verify the implementation as per vendor QI STANDARD Make survey for IBS site and escalate the problem to corresponding department.
Escalate identified HW problems to corresponding departments & Make site ready for acceptance test.
Antenna, TMA, and feeder cable installation for 2G, 3G and 4G in outdoor sites
Co-ordinate all network activities
HSE OFFICER (JAN 2017-till now)
H&S Management.
Monitoring and assessing hazardous and unsafe situations.
Developing measures to assure personnel safety.
-Follow the installation of fiber optics.
-Mange the GPON devices directly or remotely.
-Configure all Etisalat modems and support troubleshooting. -Escalate the complaints and follow up with technical team. --- -Deal with ADSL connection and fixed lines.
-Sale advanced equipment for customers and provide after sale services like (smart home which include cameras/ heat
sensors/door sensors /light sensors)
-Provide telephone support for residential / business services:
-ADSL Lines, WiMAX, Cable Modem, Fiber Optic, 3G/4G
-Email, Domain, Web Hosting
-Configure all Types of routers, 3G/4G stick modems & routers & IPTV Service
-Troubleshooting of emails for residential and business accounts including support of customers' email program and company webmail system
-Provide support to mobile services including iPhone, Blackberry, Samsung and APN and Network configuration
-General inquiry and troubleshooting
-Understanding customers' diverse, specific business needs and applying product knowledge to meet those needs.
-Ensuring a quality of service by developing a thorough and detailed knowledge of technical specifications and other features of employers' systems and processes and then documenting them.
-Identifying and developing new business through networking and courtesy and follow-up calls.
-Marketing and promoting a portfolio of products by writing and designing sales literature and through attending industry events.
Manage active directory and firewall server (ISA)
Manage fingerprint and cam system
Maintenance of all electronics devices and laps
Manage the exchange mail
Make a training for users.
Manage SQL SERVER (installation-backup-restore-maintenance
Mobilization - demobilization
Install Huawei BTS 3900
Integrate the site with the HQ
Clear all the site alarms
Make test for all cells and repair the errors
Make acceptance from Vodafone and Huawei
electrical communication & electronics engineer
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