Experience

Injazat

• United Arab Emirates
• IT Services and IT Consulting
• 700 & Above Employee

• Information Technology Service Desk Team Lead

  • Jul 2017 - Present

  · Ensuring the adherence of professionalism and expansion of all activities done at the service desk. · Coordinate the service desk team members in their daily duties of attending to clients who come to make inquiries and facilitate good customer service culture in team members Delegate specific service desk responsibilities to team members to create specialization and increase service delivery pace Observe service desk operation techniques to determine how effective they are and implement new techniques when old ones are ineffective. · Interact with support organizations as a Single Point of Contact (SPOC) to ensure restoration of service and/or identification and correction of core problems. Hands on experience in leading IT Service Desk team that operates 24x7. ITIL certified with experience different modules covering incident, problem and change management processes and applying ITIL best practices during the daily operations. Good knowledge of Microsoft core technologies such as Active Directory/Group Policy, Exchange server, Various versions of MS Office toolkit up to Office365, Windows OS. · Ensure follow-up on unresolved cases and redirect cases as needed. · Escalate problems as necessary to ensure contractual agreements and SLAs are met. · Deal with many clients from different industries covering Media, Healthcare, Telecom, Government services, etc.. Roster and leave management of the team



Brilliant Solutions Co Ltd

• Sudan
• Information Technology & Services
• 1 - 100 Employee

• Project Management Officer

  • Nov 2015 - May 2016

  PMO at Brilliant Solutions Co. • Take responsibility for the Delivery Project, currently working for Huawei LTE swap project for the two biggest service providers in Sudan (Zain & MTN) • Independently manage projects with risk and complexity ensuring final delivery to meet customer's expectations of Time and Quality. • Ensure project complete within budget by efficient cost controlling and internal and external resources management. • Acts as primary project interface to the customer ensuring good customer satisfaction and developing the customer relationship. • Control team performance



Bell Technical Solutions

• Canada
• Telecommunications
• 700 & Above Employee

• Technical Support

  • Jan 2014 - Mar 2015

  Technical support at Bell Technical Solutions Installing and troubleshooting broadband products, high speed internet, networking, VDSL, IPTV, and high definition TV telecommunications equipment, products and services • Qualify copper cable pairs to support both bonded ADSL2+ and single pair VDSL to support video services. • Responsible for ensuring the cable pairs meet test requirements to include no bridge-tap or load coils using cable analyzer (EXFO) to test both copper and data services. • Responsible to qualify the Data/Video services from the Central Office (CO) to the customer’s Network Interface Device (NID) • Analyze and resolve problems • Listen to customers' needs and promote applicable products and services • Work collaboratively with management and colleagues • Deliver professional service and maintain a good rapport with customers



Zain Group

• Kuwait
• Telecommunications
• 700 & Above Employee

• NMC Engineer

  • Jun 2012 - Jun 2013

  Zain Telecommunications co. Khartoum- Sudan Main responsibilities: Network Monitoring and maintaining the availability and alarm monitoring at a regular interval. Logging and documentation of Network issues like site down time and up time. Raising trouble tickets and maintain up to date. Inform to the respective team. Always informed our support team about any planned activities. Quick and accurate first-line trouble shooting of BTS, BSC, MSC and HLR and its concerned auxiliary units Administration activities like preparing reports and taking back up.



Huawei

• China
• Telecommunications
• 700 & Above Employee

• Wireless Network Engineer

  • Dec 2010 - May 2012

  Manage service for 3G network project with the main following tasks: • Configuring, commissioning & troubleshooting RAN (RNC6810, NodeB DBS3800 & GSM/WCDMA DBS3900) • Handling work orders from customer (RNP/RNO) for optimizing and enhancing network performance. • Perform monthly RNC and NodeB health check. • Daily O&M activities like checking alarms, back up management, configuration changes, evaluation of reports and other KPI performance data etc. • Provide technical support to customers through remote and on-site troubleshooting. • Open SR tickets to support and technical analysis • Coordinate weekly network management meeting with customer



Brilliant Solutions Co Ltd

• Sudan
• Information Technology & Services
• 1 - 100 Employee

• Telecom Engineer

  • Jul 2009 - Nov 2010

  • Installation, commissioning and troubleshooting for Huawei BTS equipments (DBS3900) • Installation & Troubleshooting for Huawei PDH Transmission equipments (RTN 600, NEC). • Installation, commissioning and troubleshooting for Huawei BTS equipments (DBS3900) • Installation & Troubleshooting for Huawei PDH Transmission equipments (RTN 600, NEC).



Canar Telecommunications Co

• Trainee

  • Apr 2008 - May 2008

  Completed a training programme in Canar Technology Value Chain (IP Core, Access, Internet Services, VAS/IN, Security, Transmission, Wireless, Switching and NGN). Completed a training programme in Canar Technology Value Chain (IP Core, Access, Internet Services, VAS/IN, Security, Transmission, Wireless, Switching and NGN).