Team Lead
Etisal
Total years of experience :6 years, 11 Months
Skills in Customer handling
To resolve consumer grievances and ensure that they are satisfied at all times
Manpower planning for the department, and making duty rosters
Be able to handle a team of 30-40 customer care executives/Field Techs
Help organization in achieving its goals
Be accountable for department and motivate team to perform
Help increase productivity of the department and employees
Be an information center and role model for other employees
• Knowledge in Customer Billing& Customer Management (CBCM) Application (Etisalat proprietary
Application).
• Knowledge in Field Organization Suite (FOS) Application (Etisalat proprietary Application).
• Knowledge in Provisioning Management System (PMS) Application (Etisalat proprietary Application).
• Knowledge in Field Management System (FSM) Application (Etisalat proprietary Application).
• Knowledge in Etisalat Network Resource Management System (ENRMS) Application (Etisalat proprietary
Application).
• Router Installation & Implementation.
• End user handling, analyzing customer issues and provide them the proper solutions.
• Trouble shooting Internet connectivity issues.
• Fiber fast connector patching and signal tracing to Etisalat FDH.
Have experience as a Monitoring Team Lead.
• Monitoring the SMS Traffic in HTTP and SMPP protocol
• Created SQL SERVER JOBS to automate the operations E.g.: Prefix routing.
• Troubleshooting the client problems in both Premium and Push SMS traffic and solve the issues with a limited
time Delay.
Servicing desktops.
• LAN Configuration and Management.
• Testing and routing of UTP cables in L2 rack and in customer end providing IP Connectivity.
• Assembling, troubleshooting pcs & Laptops.
• OS installations such as XP, windows 7, 98 etc. Maintenance of computer Network includes deploying,
maintaining
• Monitoring the LAN & Troubleshooting the Network.
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