AHMAD ALWAHDANI

+974-******** +962-********* ac3a1c@r.postjobfree.com

Services & Operations Management Executive

Crisis Management Continuous Improvement Transition / Transformation Management / Change Management

Highly accomplished and results-oriented Service Delivery Manager with 20+ years of progressive experience in Telecommunication and IT, Talent Management, Operations Management, Training, Process and Quality Management.

Technically sophisticated presenter, team leader, and trouble-shooter with documented strength in building sustainable executive level relationship.

Committed to adding value, exceeding expectations, and consistently delivering superior levels of technical service and satisfaction to End User.

Demonstrated leadership with specialised knowledge in managing the unique challenges and needs associated with complex organizational structure.

Poised for the next level of success in field of Education, IT and Management with excellent performance results and aptitude to drive organisations towards its goal.

OSS / BSS Support

MVNO Management

Change Management

IT & Management Skills

Field Force Management

Infrastructure Management

Team Leadership & Training

Health and Safety Assurance

Team Building & Development

Interpersonal & Organisational Skills

Experience & Accomplishments

Service Delivery Head 6/2014 – Present

Sidra Research and Medical Centre

Accomplish the business channels to ensure that successfully achieve SLAs by applying service quality management skills.

Demonstrate aptitude of service quality management, communication management and team building.

Expert in problem management, change, release management, service request management and knowledge management.

SME MS Operation Processes Management 3/2014- 5/2014

Huawei Technology Co. MTN-Sudan

Proactively facilitated the project to improve and implement MS processes and progressions, based on ITIL and eTOM and played a significant role as a SME in Setting up operation.

Wrote procedures based on ITIL and eTOM terminology, designed internal OLA and KPIs for NOC team.

Free-Lancer ITIL V3 Trainer 3/2013- 10/2013

Conducted ITIL V3 training (Foundation- Service MANAGEMENT) and Short assignment. Organised ITIL V3 Foundation training and formulated certificate exams- SMCE Dubai.

Arranged ITIL V3 intermediate training (Operation and transition), and preparation for certificate exams SMCE Dubai.

Operation & Processes Management 5/2011- 1/2013

Huawei Technology Co. China

Established NOC (SOC), RNOC and GNOC systems, defined the roles and functions of front office, back office, and change management team. Resolved problem in proficient manner and escalation teams within operation.

Controlled work force and infrastructure management, which included job assignment, performance monitoring and field force training. Conducted training programs to increase the performance of operation teams.

Led transition/transformation programs for, covered DD, GAP analyses, process design and deployment, and training. Synchronised R & D to support the ITSM tool functionality with operations requirements.

Proficiently performed the activities related the Service Quality Management (SQM) which enclosed the introducing prober tools to examine the customer data in real time and to design the processes to help.

Operation/ Project Manager 10/2009- 3/2011

Atlas Telecom TETRA, Saudi Arabia

Played a vital role in Atlas Telecom as an operation manager for EADS TETRA managed services contract. Recruited the staff and professionally trained and educated for excellent performance.

Generated and formulated third party parties support contracts for infrastructure and IT equipment. Spearheaded budget preparation, asset and configuration management system.

Established and followed up NOC included hiring the team, training, documentation and process design, security, quality and directed NOC (SOC) Establishment Project.

Implemented system that streamline contract management, subcontractors reselection and selection processes based on the operation model. Allocated the SLAs for subcontractors and scrutinised subcontractor’s performance.

Core (CS/PS/Broadband) Planning Manager 4/2009- 9/2009

Zain Saudi, Arabia

Strategically planned core nodes, which included MSS, MGW, SGSN, GGSN and Broadband, this covers 2G and 3G. Administered running network and plan expansions if required and introduced new features in the network.

Interconnected collaboratively with all other departments to fulfil their requirements. Monitored innovative technologies in the mobile market and broadband new project included network quality and performance management.

Operation /Transition/Transformation/ Core manager 3/2008- 11/2008

NSN, Belgium

Held accountable for core operation activities of 6 million subscribers, this includes running the network 24H/7 days, managed work orders, trouble tickets of customers, technical TT.

Accomplished the operation of the entire network, Core, VAS, Access network, Transmission, NOC, field services, and Agilent system for signaling monitoring.

Directed and managed the teams for new projects, designed and implemented these projects in the core network, new nodes, migration, new VMS, IN, SMS, and GPRS.

Successfully handled and engaged in projects of NG Voice mail, HLRd, swapping of classical HLRs, Siemens MSCs SR11 to SR13 upgrade, announced new GPRS and Introduction of new IN.

Operation Director /Project Manager /Core/VAS/Problem Manager/ Infrastructure Manager 10/2004- 2/2008

NSN, Telenor Pakistan

Managed 23 million subscriber’s network comprised Transmission, Access Network, VAS, Core (CS/PS/IGW) and infrastructure systems. Measured network performance, generated reports and presented to higher management.

Accomplished the operation of the entire network, Core, VAS, Access network, Transmission, NOC, field services, and Agilent system for signaling monitoring.

CARE/Support Leader Core/VAS 12/2001- 10/2004

Siemens AG, Amman Jordan

Accomplished the operation of the entire network, Core, VAS, Access network, Transmission, NOC, field services, and Agilent system for signaling monitoring TAC2( Level 2 support)

Accountable for FASTLINK Mobile Network which covered the core VAS network, resolved issues on regular basis designed new MSCc and HLRs. Competently handled the functions of installing, commissioning and integration of new MSCs.

Liaison with support centres to avoid problems within agreed SLAs and established test bed for new features testing.

Career Note

Head of section of fixed network and International Gateways Jordan Telecom, Jordan 1/1998- 11/2001

Educational Background

DBA (Ph.D.)

MBA Business Administration M.Sc. Telecommunication Engineering B.Sc. Electrical engineering

Certificates and Trainings

Management Skills for Healthcare Excellence Leadership Coaching Skills

ISO90001 Lead Auditor Certified Lean Six Sigma Black Belt Certified Culture Intelligence

PMP Certified ITIL V3 Foundation Certified ITIL V3 Expert Certified

OBASHI Foundation Certified ISO 20000 Foundation Certified COBIT5 Foundation Certified

OBASHI Foundation ISO 2000 COBIT 5 NEBOSH HSE Training

Decision Making under Risk and Uncertainty Action Learning

CBAP Leadership Training Action Research Theory of Constraints (TOC) Training

Qualitative and Quantitative Research ISO90001 Lead Auditor Training

Crises and Change Management 6 Sigma-Lean black belt training

IS0 20000 training CMMI Training ITIL V3-Operation, Strategy, Design, Transition, CSI & MALC

E-TOM Training HR interview and evaluation training

Telecom training (fixed and mobile) (Core/VAS/TX/ Satellite /Data) CCNA.

MS Project Windows NT and TCP-IP. UNIX SCO BMC

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