Senior Technician/Integrated Customer Support
Etisalat
Total years of experience :20 years, 2 Months
Telecom/Service Provider
• Hands on experience in Voice, Data, Internet and IPTV services
• Extensive knowledge and experience in DSL and Broadband Networks
• Service provisioning and fault rectification of Voice, Internet, IPTV, Leased Lines, Wimax, PABX, ISDN, Modems, WiFi equipment, Wireless routers and repeaters, etc.
• Member of the core technical team responsible in providing complete technical solutions to teams.
• Handling issues related to Legacy and New Generations systems
• Expert in supporting tools like NMS and PMS
• Configuration of Switches both Legacy (Alcatel, Ericsson, Siemens and Fetex) and NGN (Huawei and Ericsson IMS)
• Provision and Maintenance of Services in Legacy (Copper) and GPON (Fibre Optic)
• Maintenance of Public Payment Machines
• Remote resolution of complaints
• Monitoring of Daily performance of teams and follow ups with other departments in order to achieve targets
• Supervision of contractor’s activities to help achieve companies goals and KPIs with the main focus in customer satisfaction.
• Training for junior staff and contractors.
Information Technology
• Specialist - Onsite user support and Desktop support
• Support End user - OS, Applications and Hardware
• Supporting Enterprise Network - Clients, Printers, Scanners, Switches, Wireless Routers and Access Points
• Good knowledge in networking concepts like TCP/IP, DHCP, DNS, VLAN, Firewall, QoS, VoIP, Servers OS and Hardware and other protocols.
• Basic understanding of Microsoft Server 2012 like Active Directory Services, Domain Controllers, Organizational Units, Trees, Forests, Permissions and securities, Profiles, etc.
Office Administration
• Preparation of work schedule
• Preparation of Attendance and Time Sheets
• Preparation of Work completion reports and performance charts
• Material procurement and Material Returns
• Budgeting and forecast for each quarter
• Maintain Inventory of Equipments, Tools, Fixed assets
1. Assembling and maintaining Personal Computers
2. Loading Operating System Software and other software as per customer requirement.
3. Installation and maintenance of various computer peripherals
4. Installation of small networks for homes and offices
5. Worked as a computer support engineer for Arabian Oil Company, on contract.
6. Demonstration of new arrivals in the computer arena to the customers to enhance sales
1. Assembling and maintaining personal computers
2. Providing customized solutions at customer premises after studying their requirements.
3. Loading operating systems and software.
4. Sale of computer peripherals, add-on cards, and application software.
1. Marketing of computers made by the company.
2. Preparing quotations and attending tenders.
3. Spreading computer awareness and educating customers about the various benefits of computerization of their business.
4. Supporting customers by troubleshooting their problems and suggesting solutions.
5. Helping customers to choose the right application that suits their business.
6. Marketing and servicing of peripherals like Printers, Scanners, etc.
Worked in the Quality Assurance Department of Push Button Telephones Manufacturing Unit. Inspecting various stages of production. Testing the product for the highest quality standards. Implementing any corrective actions required.