ES coordinator
Wipro Arabia
Total years of experience :17 years, 8 Months
SPOC between the (business-aligned) "Implementation" team who will receive the calls from external customers, and the Application Level 2 support team
Incident Management (Creation of tickets and Basic trouble shooting)
De-sensitize incident tickets/screenshots before handing over to Level 2 support team
L1 Support for local applications of the customer
Deliver IT Services as defined in SLA in Accenture Saudi Arabia.
Administration, monitoring and optimization of Service Request resolution in accordance with the CIO and LTS policies/ procedures
Enable end users with required Technology
Transfer of Technology Knowledge during Orientation Training
Troubleshoot Workstation Hardware and Software problems which cannot be solved by Service Desk
Act effectively to restore services
Participate in local and global IT Projects
Provide proactive resolution of inquiries and problems of customers regarding the current platform
Escalate and record all Incidents
Continued self-study to increase knowledge of Firm standard hardware, software and related components
Track and maintain the Asset inventory database
Effectively prioritize within the scope of responsibility
Other duties as assigned.
Vendor processing
RMA procession for Cisco, F5 and Extreme devices.
Conduct weekly revive meeting with Feild engineers and update the same to Service Delivery Manger
Expertise:
In Airbone wireless radio system Commissioning: Commissioning and Technical support for ISR system (Intelligence Surveillance and Reconnaissance System with King Air 350 Aircraft), Certified by Raytheon USA for Mission Equipment Maintenance and commissioning, Expert in UHF/VHF Radios & communication Equipments. Good in Installations, Testing and maintenance of Military communication systems. Excellent working knowledge and experience with VHF, UHF, Microwave, and Satellite communication.
Projects:
Current: VIPER- Intelligence Surveillance and Reconnaissance-ISR System.
TECHNICAL SKILLS
Commissioning Skills:
• Certified by Raytheon USA for ISR system (Ground Stations) Installation and commissioning.
• Excellent in commissioning of special Equipments and overall systems.
• Proficient in planning, documenting, scheduling, Installing, Testing, adjusting, verifying, and training.
• Good in carrying the Given Tasks smoothly.
• Excellent leadership skills.
PROFESSIONAL EXPERIENCE
Firm: Commea Group.
Client: Royal Saudi Air Force.
Program: VIPER-ISR system
Designation: Communication Engineer
Duration: Feb 2010 - Till date
Project Overview: Provide development, installation, deployment, operations, and maintenance of ISR systems and planned technological advancements to the Royal Saudi Air Force (RSAF).
WORK EXPERIENCE
Company : IGTL.
Designation : O&M Engineer
Duration : June 2010 to Dec 2010.
Project : STC (Saudi Telecom Company).
Responsibilities
• To perform site survey of 2G and 3G sites.
• To plan & assign the work for accomplishment of our target at the prescribed time frame to the client.
• Managing Site Survey for transmission Activities of BTS & BSC.
• Ability to communicate well with other team or external people in order to solve network problems.
• Participates or coordinates the on-going activities of a project team, according to the planning, timing, budgeting and available resources.
• Dimensioning, Optimization and Tuning of Transmission Network.
• Installation, Commissioning & Integration of MW Links; MW Equipment, Paso Link for NEC Microwave Equipment.
• Action to solve transmission problems & Production and follow-up of work performance indicators.
• LOS Survey for transmission Activities.
• Alarming & Protection System (Fire Fighting System, Aviation Light & Generator.
• To trace out different types of alarms and to troubleshoot.
• Perform Microwave Radio capacity and frequency planning.
• Line of Sight (LOS) survey & verification.
• Familiar with telecommunication tools such Anritsu site master.
• Commissioning, Testing and Troubleshooting of Microwave Equipments.
• Perform Antenna System Measurements such as Return loss, VSWR and DTF for Distance to Fault using Site Master.
• Re-tuning, Testing & Alignment of MW Links.
• Microwave Antenna Dismantling and re-installing.
• Coordinates and informs NOC staff on start-up and end of activity.
• Knowledge on both hardware and software of Huawei BTS & BSC & transmission equipments.
• Skilled and motivated with knowledge in GSM, CDMA technologies and can achieve proficiency in any related field undertaking short term courses in a relatively short time.
• Ability to perform work independently within the given deadlines although in team.
Installation of Voice Boards of NMS, Dialogic.Operators across all the circles, to bring them on board and provide Value Added Services to the respective IDEA, VODAFONE, BSNL & AIRTEL Working on ISDN PRI and SS7 Technologies.Developing all types Interactive Voice Responses (I.V.R).•to operate out-dialers, in-dialers & applications.Understanding, implementation & Analyses of different I.V.R Live remote server monitoring, Responsibility for taking All Server backups.Configuring VPN connection and installation of VPN.To monitor the Call Processing and E1 maintenance.Report analysis and Reporting using Mysql Database.Creating Logs and Tables.Managing various services on SMS Short Code 55352, and 55120, 52220 and other Content services to the Operators, Aggregators.To track and analyze the Hits/ MOU (Minutes of Usage) received on various services on a daily basis.Coordinate with Circle level VAS managers to promote the service through SMS and handle the subscriptions of News, Jokes, sports, Health tips, Astrology and more.To coordinate with various teams to maintain the product/service through its entire life cycle like Ideation, Development, Customization, Integration, Testing, Implementation, Tariffing Promotions, Timely updating of content Varied Cross Functional Experience in the field of Strategy, Customer Relationship Management, and Business Development.MIS development for Daily monitoring as per business requirementsWeekly & Monthly Sales & revenue reports and analysis
Meeting with the client on a periodic basis to understand their concerns and requirementsCustomizing services as per client’s requirement.Providing new strategies and initiatives in the work module for quality & cost along with achieving effective targets in given timeframe.Managed a Team of 30, which Provided Value added Services across Telecom Operators.Prepare and Present monthly trends and analysis of the VAS services sold to the customers Vendor Wise across Pan India.