Transition Manager
Huawei
Total years of experience :18 years, 2 Months
Looking for complete region of Huawei technologies. Complete more than 8 transition of managed service projects. worked as a operation managed in many projects
• Planning for new implementation in Cisco IPCC Environment.
• Supporting Mobily Contact Center “1100”
• Supporting CTI Toolkit agents
• Supporting 5 different call center location
• Daily Health check Daily/weekly/Monthly of IPCC Sites
• Understanding business process management and business requirements of the Business Users and translating them to specific application requirements.
• Making sure that the solution recommended is commercial yet competitive.
• Documenting and analyzing the required information and data. Develops functional specifications and system design specifications for Business User engagements.
• Understanding the technical designs as well as the specifications.
• Evaluating the information gathered through workshops and surveys, business process description and task analysis.
• Effectively communicating with internal teams and vendors to deliver functional requirements like GUI, screen and interface designs.
• Very strong technical skills coupled with business intelligence and a deep understanding of Business User’s needs so that they can be transformed into application and operational requirements.
• Acting as an interface between business units, technology teams and support teams.
• Assists in enforcement of project deadlines and schedules.
• Manages resources in accordance with project schedule.
• Performs project tracking and reporting for the higher management
• BMC Remedy Incident Management Application for the Customer Services
Working as IPCC Engineer in Zain KSA. On Following Applications:
Major Upgrade Of IPCC from 7.2.3 to 8.0.3
Installation & Configuration of CCMP
Installing and configuring CUIS.
Upgrade of SQL server from 2000 to 2005
Cisco Call manager 6.0 and 8.0
ICM configuration and scripting version 7.3.2
CVP Studio 4.0 and 8.0
Voice Gateways AS5350
Upgrade of CIM from 4.2.3 to 4.3.2 (Cisco Interaction Manager & Email Interaction Manager)
Soft Peripheral Gateways
PGW 2200 for SS7 signaling (Snooper and CDR)
Implementation of Right Fax with Cisco Voice gateways
Integration between Cisco Unity and Exchange Server.
Installing new patch for CUPS (Sip Proxy servers)
Using Different tool for different purpose like Oamp, Agent Skill and Reporting tools.
Implementation of Speech log Servers for recording calls of 959 (Zain Call Center).
Having good experience in TABS Application more than 7 routine.
Installing and configuring Windows 2003 and 2008 servers.
Maintaining Active Directory Exchange clusters.
Group policy and password policy
ITIL / BMC Remedy
Scom Implementation.
Worked at two contact center solution parallel One is Ericsson and other is interactive intelligence.
Installation and configuration ISA Server 2004.
Configure VPN connection.
Define rules and policies. Exchange server 2003 integrated with Interactive intelligence servers.
Windows 2003 administrations installing Active directory, Rules, policies, DNS, DHCP, Terminal services, Remote Installation from Server.
Installing and configuring Ericsson call center solution which is Business Phone which has Automatic Call Distribution (ACD), Business Phone Call Center Supervisor, Business Phone Call Center Assistant, Interactive Voice Response (IVR).
Connecting Telephone lines from exchange to PBX. Configuring E1lines.
Installing and configuration of Interactive Intelligence (CIC) version 2.3.1.Making complete IVR using tool of Interaction Attendant.
Fully command in Administration and Supervisor tools. Installing and configuring Panasonic PBX TDA 200 Hybrid IP-PBX.
Installing PRI and Analog Extension cards to convert analog lines to E1 ISDN lines installing caller-id cards.
Installing servers of HP ML-370. Working on dell desktop GX-520, Optiplex
G-280 and Optiplex 170.