Mahmoud A. Balute

**** ********

Allen, Texas ***02

E-mail: acuk6z@r.postjobfree.com

Telephone: 713-***-****

Objective

Seeking a Software position in a computer/telecommunications oriented company with emphasis on software development and support, software testing, software load building, project management, or IT helpdesk customer support.

Education

M.S. in Computer Science (1984), Washington University, St. Louis, Missouri

B.S. in Electrical/Information Engineering (1982), University of Illinois, Chicago,

Employment and work Experience

Skills: Familiar with the following:

1-IT customer and technical support

2-MS SQL

3-MS Access

4-MS Excel

5-Software Design and Implementation using C programming language

1997 - Current OGERO Telecom., Beirut, Lebanon

2001 – Current I am the IT Helpdesk Chief Sector in the Information Technology Directorate.

I wrote the IT Helpdesk requirements and managed the project from requirements, implementation, testing, training to product installation.

In addition to managing the customer CPE modem progamming and the technical support, I manage recording employee problems and facilitate technical support for OGERO user community from one central point. My Duties include managing the following activities using the CA Service Desk Manager, Windows Access, and SQL server:

Populating the data from the POS to the SQL database server that is used by the CA Service Desk Manager.

Using Microsoft Access, I assign the programming tasks to different analysts.

Populating the CPE data into SQL database after completion of the tasks given to the analysts.

Using Microsoft Access to generate different daily reports that includes the daily programmed CPEs, and deliver them to the installation team.

Programming the DSLAM ports

DSL technical customer support

Issuing Work Orders for any new IT equipment requests (e.g Computers, Network, etc..)

Receiving and following up any IT related complains from OGERO employees and loging the requests into the CA Service Desk Manager after assigning them to the appropriate sector.

Generate different reports showing the activities of the Helpdesk (asset tracking, number of open items, resolved items, and closed items)

1999-2001 I was the Technical Services Chief Sector in the P.O.S Directorate.

My duties included managing the following activities:

Emergency complains, and quality control of the outside plant

Wireless Local Loop (WLL) programming and control of their installation

Leased Lines installation and maintenance

1997-1999 I worked as a Technical Consultant in the commercial

department. My Duties included the following areas:

Analysis of the traffic measurements for the PBX customers.

Business plans for Toll free numbers.

Numbering plan in Lebanon

2/85 - 1997 Lucent Technologies (former AT&T Bell Labs)

Naperville, Illinois, U.S.A

6/95 – 1997 I was the customer support lead engineer (Field Engineering

Manager) for the Eastern/Western Regions in Saudi Arabia. My duties

included the following:

Providing answers to customer queries of technical as well as operational nature.

Furnish technical solutions to problems in systems or parts of complex systems (5ESS/MFOS), and give additional guidance/education on to the customer.

Solve problems on time to customer satisfaction (meet customer due date) and load software fix package and verify fixes.

Escalate problems that cannot be solved. Write clear escalation reports and track the problems and work with the owner to reach the best solution within the specified time interval (customer due date).

Provide technical support during the introduction of new products in the field to insure start up without problems and according to customer specifications.

Perform on-call duties for emergency support, to solve emergency problems in the shortest time possible.

10/94 – 6/95 I was the OSPS Administrator Processor (OAP) system engineer. I was in charge of working closely with the SPM to create market-specific plans. Identify and develop pro-active sales opportunities, create market-specific price strategies, track and analyze competitive activities, match market needs such as (request for proposals, sales presentations, and demonstration).

10/93 – 10/94 I was involved in writing the Requirement Test Plan for the Service Announcement System (SAS). I also wrote the code to be added to the AUTO CALL feature to allow the developer to test the SAS functionality.

1/92 – 10/93 I worked in the International Communication Maintenance Design Group. The work involved the design and implementation of the Link Manager for the 5ESS QLPS (Quad Link Packet Switching) feature that was a part of the SM2000 project.

1/90 – 1/92 I worked in the International Peripheral Control (PC) design group. I was in charge of solving the field problems that were PC related and designed and implemented the wireless (GSM) intra and inter SM path passing during the handover.

5/86 – 1/90 I worked in the 5ESS Switch database design group where I was in charge of supporting the access methods, roll forward, and designing and implementing the backup of the relational and distributed 5ESS database I also designed and implemented the set primitives that allowed the user to access, modify, or delete one or more tuples with one operation. I also lead a team that improved the Recent Change response time and throughput.

2/85 – 5/86 I worked on the database design and coding on an attached processor for the 1AESS Switch.

All the above work was completed using “C” programming language under UNIX operating system.

8/82 – 2/85 Bitrode Corporation, Fenton, Missouri, U.S.A

Software and hardware design and implementation of micro-processor based

electronic battery testing equipment using Motorola 8-bit processor family,

and “C” programming language under MS-DOS operating system.

Hobbies: Swimming and Outside Sports.

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