سعد الدين ابو الهيجاء

• Implemented robust quality assurance programs to improve service delivery and customer
satisfaction.
• Led investigations into customer complaints, resolving issues efficiently and improving client retention
rates.
• Developed technician training programs focusing on FTTH, DSL, and fiber optic handling.
• Produced detailed quality reports for management and provided ongoing process improvement
recommendations.

• Supervised FTTH network installation, maintenance, and troubleshooting projects.
• Ensured the correct use of splicing machines, OTDRs, power meters, and copper punching tools.
• Installed and configured Wi-Fi routers and customer-premises equipment (CPE) per service
standards.
• Coordinated daily operational tasks to meet installation and maintenance targets.

• Manage and monitor SOC\SIRAR security tickets, from escalation to resolution.
• Supervise field technicians and Tickets dispatchers, assigning tasks and tracking
performance.
• coordinate joint field visits with partner companies to resolve connectivity issues.
• Oversee installation and deployment of Sirar hardware an cybersecurity devices.
• Ensure SLA compliance, service reporting, and performance improvement.
• Act as the main escalation point between SOC\Sirar and internal Operation teams.
• Manage end-to-end implementation of MPLS and Internet Gateway (IGW) projects, ensuring
quality standards and operational efficiency.
• Plan, coordinate, and oversee multiple projects simultaneously, meeting tight deadlines and
stakeholder expectations.
• Conduct site surveys, define technical requirements, and supervise field operations.
• Lead cross-functional coordination between engineering, operations, and client teams to
ensure smooth project execution.
• Supervise project design, layout, and deployment to align with client specifications and
industry best practices.
• Monitor project KPIs and produce performance reports using Power BI and Microsoft Office
tools.

• Developed, maintained, and optimized document control and reporting systems to enhance office
efficiency.
• Scheduled and organized meetings, appointments, and project timelines, improving workflow and
productivity.
• Designed and implemented an online customer database, resulting in a measurable increase in client
satisfaction.
• Assisted project managers with cost-saving strategies and resource optimization plans.
• Created KPI and SLA monitoring dashboards and followed up on outsource project performance in
remote areas.
• Supported the recruitment process, hiring over 150 new employees to meet operational demands.