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Manager Customer Care

Newmarket, Ontario, Canada
April 27, 2019

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*** ******** ********, *********, **, L3X 0H4

email: Cel: 905-***-****


Obtain a challenging position in a progressive, growth-oriented corporation where I am able to utilize my skills in Management, Operations, Projects, Telecom / ICT, Connectivity and Security, and in turn contribute towards its growth in the industry.

Professional Summary:

A self-driven professional with over 14 years’ experience in Telecommunication & IT

Strong background in Operations & Management

Proven expertise in Telecommunication, Networking, Connectivity and Security

Exceptional skills in Business Development, Partnership, Leadership and Project Management

Demonstrated ability to revive a business to a reliable and profit making organization

Experience in Risk Management, Marketing, Customer Care, Retention and Network Operations

Professional Experience:

General Manager

CATS-NET Limited, Tanzania Jan 2016 – Jan 2019

Responsible for overall Policies, Operations, Management, Growth of the Company and making management decisions focused on achieving overall group goals and objectives with over 50 staff

Manage, Lead, Train and Motivate team members including Head of Departments, Supervisors as well as front-line team members to effectively increase efficiency, provide change management and achieve performance results

Direct involvement in Business Development and with focus on strategic priorities including investment and expansion, organization structure, manage and drive various teams including Network Infrastructure, Sales, Marketing, Customer Service, Support, Relations / Retention, Finance, Human Resources & Project Management

Assisting teams with sales, negotiation, planning, implementation, maintenance, monitoring, upgrade of Core Network and Access Network infrastructure on Fiber, Ethernet, Wireless / RF Optimization, Civil works for Base Stations (BTS) / POPs (Point of Presence), Networking, VPN, MPLS, Data Center, Hosting, Mail and Web Servers, Power with backup, Billing Systems, Voice / VoIP, Ticketing and Monitoring Systems on various platforms including Unix (Linux) and Windows.

Develop and maintain highly effective relationships with vendors, suppliers, authorities, property managers, other telecom providers for sharing infrastructure for redundancy, cross-connect, cross selling and competitors for mutual benefit and growth.

Proven ability to turn around business with rebuilding teams and departments, upgrades, implementation of new technologies with redundancy, value added services, re-branding, marketing campaigns and building a solid and trustable brand and profile.

Managed various projects including company group office relocation, interior office design, Data Center and Base Station Setup, Power backup Generator, Inverter, UPS and network redundancy

Technical Operations Manager

Liquid Telecom – Raha, Tanzania Aug 2008 – Apr 2013

Responsible for overall operations of the company with focus on business development and growth

Managing and leading Customer Relations, Enterprise, Network Operations Center, Customer Support, Core Network, Backbone, Regions, Marketing departments

Preparing tender documents, technical proposals, designing solutions for the company and clients

Involved in various HR Related tasks including hiring senior staff for Raha in various position

Assisting Infinity / TATA Communications for setup of Tier-1 IP POP in Tanzania

Core / Access System & Network Administration (Bandwidth Managers, BRAS, VPN, Web/Mail Services, DNS, Fiber, Copper, Wireless (Ubiquity, Cambium, Motorola, Airspan, Radwin, Redline), VoIP, MPLS / VPN, Routers, Switches, Modems)

Design, Integration & Implementation of ISP Billing System

Planning and implementation of power and data backup solutions

Senior Network Administrator - NOC

SatCom Networks Africa Limited, Tanzania Feb 2008 – July 2008

Operation, monitoring and maintenance of Gilat SkyEdge Hub (C-Band) and remote administration of Gilat SkyStar 360E Hub (Ku-Band) and Multiple Internet Backbone Providers

Maintaining VSATs, NMS Servers, Satellite Tracking System, Beacon Receiver, telemetry, statistics

Configuration, Monitoring and Analysis of Bandwidth on various bandwidth managers

Hub Operator / Engineer

Alldean Satellite Networks (Tanzania) Ltd. May 2005 – Jan 2008

Administration satellite systems in hub, mesh and P2P configuration in multiple frequency ranges

Involved in GILAT Faraway Hub/NMS design including Electrical layout and network design

Installation, Commissioning and maintenance of VSAT Antenna with electronic equipment from GILAT (Faraway, Dialaway and Skystar), Radyne Comstream, Comtech, Shiron

Monitor VSATs, NMS Servers, Satellite Gateways, IP Gateways, Antenna Controller Unit (ACU)

Worked with complex and high precision electronic systems for TDMA (Time Division Multiple Access), FDMA (Frequency Division Multiple Access), SCPC (Single Channel Per Carrier)

Participated in setup of VSAT gateway integrated with ISDN lines for prepaid calling service

LAN Consultant

University Technology Services, McMaster University, Canada Jan 2002 – Apr 2005

Installation, setup, configuration, troubleshooting of various OS, Applications and Networks

Coordinated with a team to implement and customize student records software (Host Explorer) for the University and integrated with SSH for encrypted access

Volunteer Experience:

TISPA (Tanzania Internet Service Providers’ Association) Mar 2017 – Nov 2018

Secretary General

Ensure the purpose of the Association to help the country, providers and end-users is achieved

Oversight of all records of the Association with the exception of Financial Records

Record and provide information on all adopted resolutions and constitutional changes to members

Responsible for all correspondence and publicity on behalf of the Association and interconnecting Internet Exchange Points across the country for easy access of content locally


Technical Project Manager

Secure7 Systems Limited, Tanzania Oct 2014 – Sep 2015

Design, Implement and Integration of various technologies in Digital Security, Communication and Networking

Management, Coordination, Installation, Testing and Handover of Wireless Point to Point / Point to Multi-point links, Digital Security (CCTV, Electric Fence, Intrusion Detection and Alarm Systems, Beams, Automatic Gate/Barrier) and Communication Systems (VoIP / Analog PABX, DSTV, Structured Cabling / LAN, Alarm Integration with RF for Emergency Response) for Commercial buildings

Country Manager

Travelstart Tanzania Limited Oct 2013 – Aug 2014

Overall responsibility for Tanzanian Travelstart business covering all areas i.e. Operations, Finance, Sales, Marketing, Reporting, Website, Supply, Customer Support, Finance and Business Development

Education / Certification:

Bachelor of Electrical Engineering 2001 – 2005

McMaster University Hamilton, Canada

Academic Focus: Analog / Digital Telecommunications, Computer Architecture, Communication Networks, Software Development, Control Systems, Electronic Devices & Circuits, Power, Data Structures

Telecoms Mini MBA 2018

Telecoms & Tech Academy Johannesburg, SA

Languages, Interests & Extracurricular Activities:

Languages: English, Swahili, Gujarati, Kutchi, Hindi

Soccer Team Member: Played and competed with graduate students on weekly basis

Vice Chairman of Debating Society/Member of Interac Club

Organized trips to Serengeti, Ngorongoro, Manyara National Parks and Mbudya Island in Tanzania

Other interests:

Traveling, Games, Football, Music, Driving, Jogging, Badminton

Organizing and volunteering Beach Clean Up activities, visits to schools (special kids) and hospitals (Cancer patients) to assist with necessities and get financial aid for support etc

References available upon request

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