IT & Telecoms Operations Manager
Debbane Saikali Group
Total years of experience :18 years, 5 Months
• Day-to-day administration of internal & external IT & Telecoms operations.
• Planning, executing & monitoring of long and short-range budgets.
• Constantly evaluating new technologies & service offerings.
• Improving quality of service for maximum customers & partners satisfaction.
• Providing leadership, management & accountability expertise to subordinates & team leaders.
• Guaranteed high service availability & quality of service on mobile platforms.
• Overseeing new marketing initiatives, through online & offline networks.
• Scouting new prospect markets & business opportunities.
• Developing growth strategy targeting financial gain & customer satisfaction.
• Increasing current customers’ value, while attracting new ones on board.
• Developing quotes & proposals for prospective leads, whilst aiming to build long-term relationships.
• Analyzing competitor’s offers to assess the efficiency of our marketing & product management strategies.
• Regularly coordinating with the board of directors, finance team, logistics & technical departments to achieve optimum business cycle.
• Managed a multi-level customer support team through recruiting, training, appraising & enforcing policies execution, while maintaining employees’ capacity of production for better performance & productivity levels.
• Composed a 500 pages guide of procedures, policies, diagrams & workflows following the business process modeling methodology BPMN 2.0.
• Ran periodic assessments through recursive data mining, analysis of “key performance indicators” for both teams and products.
• Maintained a VoIP telecoms solution providing high-quality calling solutions whilst having 24/7 customer support services through live chat & emails.
• Set the strategies to provide optimal quality of service through web interaction, third party integrations & ready-to-use business reporting.
• Set up a technical platform with 20 software & productivity tools ensuring smooth & efficient operations’ flow.
• Handled hazardous turning-point situations & sudden changes of key elements & vital roles’ bearers in rosters & teams squads.
• Integrated our solution with seven different online payment gateways to ensure swift & secure online purchases on our web portals.
• Managed company’s technical departments to pass the PCI DSS certification preventing online payments’ security breaches or sensitive info theft.
• Formalized development workflow procedures as per the international standards, affecting software architecture & methodologies.
• Created an elaborate documentation framework through knowledge base management system techniques.
Senior Software Engineer responsibilities
Researcher-Engineer in Image Processing & CAD Modeling
Master's Degree of Engineering in Computer & Communication Antonine University ( Baabda - Lebanon)
Bachelor Degree of Engineering in Computer & Communication Antonine University ( Baabda - Lebanon)
Experimental Sciences Baccalaureate Degree Central College ( Jounieh - Lebanon)
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