BSS Customer service analyst
huawei
Total years of experience :18 years, 1 Months
• Create/Process inventory (SIMS/MSISDNs), check and resolve all provisioning issues, ensuring all subscribers associated network nodes are configured correctly.
• Responsible for provisioning activities, bulk activations and deactivation, Services Installation system administration
• Supporting to provisioning related command failing issue and bulk provisioning issue
• Develop and produce required provisioning reports.
• Continuous and effective coordination with other teams (NOC, OSS, and VAS) to streamline the operations.
• Complete pre and post checks of all systems including healthy checks for the overall system.
• Create/prepare/update work orders, trouble tickets.
• Responsible for achieving a reduction in the number of faults raised by customers by analyzing all fault types, performing root cause analysis and proffering expert advice and solutions. Faults raised have since reduced to the barest minimum.
• Script preparation & execution
• Testing new HLRs and SAAMs network elements connections added to the network.
• Perform as Second Line Support in Customer Care and Provisioning issues.
• Working with NSN in provisioning services on network elements and in implementing service logic for new services.
• Maintaining and meeting target KPI
• Act as on-call personnel for production support outside core business hours.
Duties & Responsibilities:
Responsible for providing 2nd level support for North Africa & Middle East Huawei customers for
(CCBS (Mediation, PRM) IPCC call-flow, C&C08-AIP SWITCH, UAP, CTI, FILE SERVER, DB configure, UAP, ICD Platform 2.03, Inter-department connectivity, Oracle and several other windows servers and Linux Servers maintenance. VP, USDP, Portal Configure & Maintenance.)
- Use trouble ticket system for tracking customer interactions and issue resolution.- - Perform the analysis & diagnosis of the reported faults/problems
- Evaluate customers concerns and resolve problems to customer satisfaction.
- Follows up with customer to ensure first call resolution and achieve and deliver 100% customer satisfaction.
- Use various department tools, technical knowledge, lab equipment, and on-line resources for customer issue resolution.
- Perform Inspection/Health Check (Using The Inspection tool) with Results Analysis & issue Execution Action Plan.
- Update customers with progress and timescales according to ITR business/process rules.
- Consulting & remote support for the IPCC managed services.
Technical Skills:
- VCS Clustering and VVR Technologies, Oracle Administration, Data-Guard Installation, GDR Solution and Implementation, Network Switch-Over and Cut Over, Application Fail Over Test and Cut Over, Data-Guard Failover Scenario, Load-Balance Switch Over Scenario, Data Backup, Data Duplication, ....
Zain-KSA (MTC Formally) Mobile Network Operator Project
(Full Time contractor)
www.sa.zain.com
Role: IT NOC Engineering
Key responsibilities
•Monitor TABS Billing system processes through the scripts (Mediation - Rating - Provisioning and Activation - Roaming )
•Monitor Subex Azure Concilia™ Interconnect Billing System
•Monitor TABS application server processes and ensure they are running at all times
•Monitoring Oracle financial server processes
•Monitoring E-self care server processes
•Checking HP & SUN servers for any alarms, air-conditioning unit etc.
•Monitor back up completion of File systems, and database backups through the automated backup software.
•Perform daily, weekly, and monthly system and database backups of the various available platforms in coordination with System and database Administrators through the backup library or manually if needed.
•Restore required files or information from backup tapes upon instruction from the administrators.
•Update Incident Management system with temporary solutions “workarounds” and known errors
•Monitoring Windows Critical Alarms within SCOM.
•Monitors network/system resources. Identifies diagnoses and resolves problems using Cisco Works, Zenoss Core and other network troubleshooting - monitoring applications and tools.
•Monitors IP Telephony Cisco Unified Communications Managers, Cisco Unity voice mail systems, Cisco Customer Response Solutions (IPCC Express), IVR
•Responsible for the physical security of the data centre in head office and disaster recovery site.
••Run customer billing related processes, such as rental process and billing process under the supervision of TABS Application Engineers.
•Handle service desk and be the single point of contact for all incidents, problems occurring outside the working hours of ZAIN KSA.
• Configuring and troubleshooting desktops, laptops and servers.
• Handle and troubleshoot operating system installations, software installations such as MS Office, PC Anywhere, Anti-virus software, Internet Information Server, Personal Web Server.
• Installation, configuration and testing of SCSI device such as hard drives, backup tape drives.
• Implementing RAID 1 and RAID 5 on mission critical servers such as domain controllers and file servers.
• Installation & maintenance of Windows 2000 & 2003 DNS, DHCP and WINS Servers for the AMI DOMAIN.
• Administration and Maintenance of Windows based network of over 200 workstations and 20 Servers (Dell Servers -HP) running Windows 2000 /2003 operating systems.
• Worked as a Technical Lead to fully consolidate and migrate AMI NT Domain to a Single mixed mode Windows 2000 Active Directory Domain.
• Implementing and administration Active Directory services, replication, Trust Relationship and enforcing Domain wide Group Policies.
• Administering Exchange server 2003, ISA 2004 and IIS.
• Remote Administration using terminal service.
AL-Alson High Private Institute for Tourism, Hotels and Computer: Nasr City Bc. In Hotel Management Graduation Year: 2006 GPA: 3.0 • Microsoft Certified System Engineer MCSE 2003 • Foundation Certificate in IT Service Management ITIL V3, EXIN