Mohamed Mohamed

• Operated water distribution network valves in accordance with approved standard operating
procedures (SOPs).
• Isolated sections of the water network during maintenance and emergency situations while
minimizing service interruption.
• Responded promptly to reports of leakages and bursts in main and secondary water pipelines.
• Identified and located network valves in the field using as-built drawings and network maps.
• Conducted routine inspections of valves and valve chambers to ensure operational efficiency.
• Actively contributed to ensuring continuous water supply, maintaining network pressure
stability, and reducing non-revenue water (NRW) while preserving service quality.

• Monitoring water pressure in the network and ensuring continuity of the service.
• Opening and closing valves according to network schematics.
• Overseeing water tank levels and conditions.
• Conducting regular field inspections along pipeline routes and early detection of leaks and reporting them.
• Testing chlorine equipment and water quality in the field.
• Immediate response to water outage or leakage reports.
• Isolating affected areas of the network when necessary and coordinating with the maintenance team to
resolve it.
• Reporting any field observations or changes to supervisor.
• Complying with SCADA or monitoring systems where applicable.
• Applying quality standards in accordance with regulatory authority requirements.

• Fault response & Restoration, Diagnose and resolve network outages as quickly as possible to minimize
downtime and restore power supply.
• Transformer Preventive Maintenance, Inspect and service transformers including oil sampling, insulation
testing, and performance evaluation.
• Protection Relay Testing & Calibration, Verify and test protection relays and devices to ensure the network
is properly safeguarded against faults.
• Safety Procedures & LOTO Compliance, Issue permits to work and ensure full equipment isolation before
any maintenance intervention.
• Cable & Insulation Testing, Perform insulation resistance tests and partial discharge measurements for
early detection of cable deterioration.
• Network Reliability Monitoring, Measure and analyze key performance indicators (SAIDI, SAIFI, CAIDI) and
implement corrective improvement actions.
• Switchgear & Distribution Panel Maintenance, Regularly inspect, clean, and adjust circuit breakers,
switches, and distribution boards.
• Fault Documentation & Root Cause Analysis (RCA), Record every incident, analysis its root cause, and
implement corrective actions to prevent recurrence.

• Supervised the operation and maintenance of low and medium voltage electrical distribution
network.
• Diagnosed electrical faults and ensured rapid restoration of power supply.
• Oversaw maintenance of transformers, circuit breakers, cables, and distribution panels.
• Reviewed and interpreted network drawings, including single-line diagrams and as-built
drawings.
• Implemented electrical safety procedure and ensured field teams compliance.
• Prepared technical reports and documented faults and maintenance activities.
• Coordinated with control room and relevant stakeholders to enhance network reliability and
reduce outages.

• Supervise, coach, and evaluate the technical support team to ensure high performance and service quality
standards are consistently met.
• Mange and resolve complex or high priority customer complaints and technical issues that exceed frontline
agents capabilities.
• Track key performance metrics such as first call resolution (FCR), average handle time (AHT), and customer
satisfaction score (CSAT) and report results to management.
• Identify skill gaps and conduct regular training sessions to keep the team updated on products, system, and
troubleshooting techniques.
• Monitor and evaluate customer interactions, provide constructive feedback, and ensure adherence to
company procedures and service standards.
• Analyze recurring technical issues and customer feedback to identify inefficiencies and recommend
workflow or system enhancements.

• Supervised the reception and follow-up of electrical faults reports from customers, ensuring
prompt response.
• Directed customer complaints and inquiries to technical teams according to priority, ensuring
effective resolutions.
• Coordinated with maintenance teams to guarantee quick and efficient fault repair and service
restoration.
• Monitored the quality of maintenance work and ensured technical teams adhered to standards
and procedures.
• Recorded all customer reports and technical documentation, analyzing data to identify
recurring fault areas.
• Enhanced customer satisfaction by tracking service quality and preparing regular performance
reports.
• Trained and guided customer service and call center teams to deliver efficient and high-quality
service.