Lead Digital Schoolhouse

• Oct 2022 - Present

Head of Sales and Marketing

• Jan 2018 - Jun 2020

Senior Service Delivery Manager

• Nov 2015 - Dec 2017

A certified Ericsson Senior Service Delivery Manager; supporting customers in the Market Area Africa and the Middle East (MMEA). Customers like Wataniya Mobile in Palestine, Orange in Jordan and most recently MTN Cameroon. A methodological Black Belt scholar and change improvement manager of SIX Sigma and DMAIC. Posses excellent knowledge of the MMEA area and its customer needs, as well as a detailed financial outlook on ongoing opportunities and delivery management. Able to support region and customer units with opportunity definition, risk calculation and cost analysis. Has a very good knowledge on Ericsson’s portfolio technologies of 2G,3G and 4G, and is actively involved at senior level with the customers. Is active at knowledge sharing with his peers and managers within the region, and is involved in multiple forums. Act as a mentor for other SDMs as well as contribute at many meetings and workshops, and have instigated many workshops himself. Aware of the regions key focus areas and is well educated about the company’s strategy.

Service Delivery Manager

• Aug 2009 - Nov 2015

As an SDM for a 2009 launched company Wataniya Mobile Palestine in NME, my responsibilities are multifaceted towards the customer for their satisfaction in fulfilling Customer Support Delivery. My function is to be the single point of contact for the customer into the support activities of Ericsson. I am the customer relationship owner for all live operations support. Service Level Agreements are managed by ensuring that all services are delivered according to contractual commitments, also providing feedback into the organization. Furthermore I am responsible for the management of warranty and service contracts from a cost point of view. Responsible for pre-sales costing, follow up on actual costs versus budget costs and ensuring that agreed profitability is achieved. I am the initiator of customer management escalations in emergencies and normal CSRs. Also fulfill the following:•Act as a Functional Manager for the CNS team, i.e. perform activity planning and when so required prioritise CSRs according to importance.•Provide feedback on delivery performance to the delivery organisation and the account.•Ensure agreed processes and work instructions are implemented and used by the customer and in Ericsson’s support organisation.•Secure that Emergency Support is performed according to Service Level Agreement after emergencies are completed.•Follow up sales leads and over delivery with Key Account Manager (KAM) to increase the customer support business and customer satisfaction. •With assistance from RPCM, Implement Support and LCM for Solution Support, ensuring that IBASE and SMS reflect the support paths for all products.•Ensure that the interface with the customer project is in accordance with PROPS-C and that the content in the “Handover to Customer Support” document is agreed and approved in EriDoc when the project deliverables are handed over.•Manage ISP Performance by ensure that ISP data is collected and reported into the ISP tool and prepare reports.

Regional Driver for E2E Acceptance Pilots (Temporarily Assignment)

• Jan 2015 - Jun 2015

As a global initiative - deep dives were executed on RMEA pilot accounts using Six Sigma Black Belt expertise to analyse current state and map existing processes. The acceptance process involved a holistic approach with several functions and roles; Commercial Management, KAM, EP and Operations which were all mobilized and worked together to complete acceptance Clinique pilots. General Ericsson Roles & Responsibilities were analysed. The analysis focused on both quantitative and qualitative data, with data analysis as well as interviews, in order to establish the functional plan necessary to fulfil common objectives as well as identify and contribute to the challenging regional O2C and acceptance targets.

CORE/BSS Support Engineer / Team Leader

• Aug 2001 - Aug 2009

•Coordinate the CSR flow from registration until closure to ensure quality and timely handling in accordance with the customer SLA. •Manage and plan the assigned CNS engineers' daily work activities, which include CSR handling, proactive support activities, emergency handling, onsite support activities, etc. •Assist the SDM in driving the implementation of planned proactive support activities towards the customer network. The activities include system healthchecks, capacity monitoring, Package upgrades and ACA upgrades, node level audits, etc. •Actively drive knowledge sharing, leading towards better troubleshooting techniques, adopt best practices (global / local), and alignment with the global processes and ways of working •Participate in emergency cases for his/her assigned CNS account, and act as technical coordinator to ensure that system recovery is proceeding in a timely and efficient manner •Ensure that the CNS team is aware of how to locate site specific information, e.g., remote access details, installed base data, network diagrams, etc. •Participate in post-emergency event analysis to determine if the case was properly handled from initiation to conclusion, and come up with improvement actions, if necessary •KCS/Primus Coach (supervising 7 engineers.) •Nodes Supported BSS, MSC, HLR, SCP, APG, IOG, MGW • Major SI in some Projects for Configuration of new BSS, BTS, NSS Network Elements to Operational Networks. • Assisted in Radio Network Optimisation and Troubleshooting.•Manage ISP Performance by ensure that ISP data is collected and reported into the ISP tool and prepare reports.

Member of the Board

• Jan 2003 - Dec 2008

Act as a local member to the charity in Palestine. Represent the organization in meetings with local government and internal forums. Act as a local member to the charity in Palestine. Represent the organization in meetings with local government and internal forums.

Planning and Deployement Engineer - ATM

• Jun 2000 - Aug 2001

Cairo Amman Bank - Automatic Teller Machines Planning and Deployement Engineer Cairo Amman Bank - Automatic Teller Machines Planning and Deployement Engineer

Switching Engineer

• Aug 1997 - Jun 2000

Worked as a Core NSS Switching Engineer to oversee maintenance, upgrade and integration of BSC’s, RBS’s, MSC’s HLR,s and transmission equipment on the Orange GSM network. I was responsible for troubleshooting the network by use of alarm systems, dropped calls statistics as well as by monitoring clear code and end of call records. Other activities were RBS, BSC, MSC relocations and the follow up of general maintenance works done by other departments on live network elements. Worked as a Core NSS Switching Engineer to oversee maintenance, upgrade and integration of BSC’s, RBS’s, MSC’s HLR,s and transmission equipment on the Orange GSM network. I was responsible for troubleshooting the network by use of alarm systems, dropped calls statistics as well as by monitoring clear code and end of call records. Other activities were RBS, BSC, MSC relocations and the follow up of general maintenance works done by other departments on live network elements.

Provisioning Engineer

• Jun 1995 - Jun 1996

Transmission Design and Planning Engineer. Network roll-out - NRO responsibilities included Microwave Link Planning, Line of Sight, Network Datafill, Equipment Provisioning, Headframe Design. Upgrades Handling, Microwave Planning, and BSC datafill. Transmission Design and Planning Engineer. Network roll-out - NRO responsibilities included Microwave Link Planning, Line of Sight, Network Datafill, Equipment Provisioning, Headframe Design. Upgrades Handling, Microwave Planning, and BSC datafill.