Customer Service Training

Personal Details:

Name: Shahab Saud

Visa status: Green Card

Email: **********@*****.***

Contact: +1-347-***-****

Address: ***-*** **** ******** *** 1-A,Fresh Meadows,NY,11365

Summary:

• 6+ years of experience in Telecom Sector with excellent understanding of LTE/UMTS/ WCDMA /CDMA /

EVDO/ EDGE / GPRS / GSM Networks

• Implementation of new features and tuning CDMA EVDO, 3G & LTE radio network parameters

• Experience in RF Design, Optimization,LTE Technology Validation Testing,RAN Performance,Capacity and

Features Testing

• Multi-Vendor experience: Nokia Siemens Networks (NSN) & Huawei

Professional Experience:

HUAWEI TECHNOLOGIES (EXPERIENCE) Permanent employee

Department / Designation / Time : Team lead wireless /Customer Support (CS) / August 2013 to Dec

14

Worked as Senior Wireless Engineer in Pakistan Assurance and managed service department (AMS) with

Major Responsibilities given below:Provided Technical Support to all Huawei major customers.

• Done Tiral of multiple LTE sites in Zong / PTCL project .managning the ticket escalation and their

feedback & Root cause analysis of the problems opened from entire regional customers

• Working on a 4G (LTE), 3G (HSPA+ Rel. 99, 5,6,7 & 8) and 2G (GSM, GPRS, EDGE) network

• Daily optimization of KPI including Low RRC setup success rate, soft HO success rate, CSSR voice,

CSSR PS, CSSR HSDPA, RAB setup success rate, RRC drop and RAB drop

• Customer interface and ticket handling of all Major and Critical issues and giving support to all filed

engineers.conducting workshop and professional trainings.customer representative to R&D

regarding product quality, reliability, serviceability,as well as the accuracy and accessibility of system

documentation.

• Streamline customer support processes; assist in development of internal training activities and

information sharing processes. Workshops Arrangement with/for all customers

• Traffic analysis, dimensioning & capacity management, traffic/capacity analysis and radio resource

re-allocation. SLA achievment for Huawei in GSM / CDMA2000 RAN & other Product Lines

Department / Designation / Time : Senior Wireless Engineer / Customer Services (CS) / Dec 2012 to

Aug 13

Hand on experience on RAN BSS :GSM BSC6000,BSC6900,PCU6000,BSC32,M2000,CDMA BSC6600 &

BSC6680 & RNC 6910.

Hand on experience on RAN BTS: GSM BTS3012,BTS3012AE,DBS3900,BTS3900etc, CDMA

BTS3612/3606/3606C & DBS3900 etc, 3G/LTE eNodeB etc.

• Data collection,report Making, target achievments quaterly and monthly customer

meetings,customer tickets closing,software ugrades and patches,helth checks,alarms and log

management,network problems,cutover and upgrade activities

• KPI measurements &Traffic state analysis GSM/CDMA CSSR, CDR, HSR, Hardware & Software

issues, KPI analysis,RSSI & throughput issues handling,RF escalated issues

• Problems/Issues Resolution & coordination of GSM & CDMA BSS/Core/Datacom & Microwave

Products.

• Technical sites survey & audit

Department / Designation / Time : RAN BSS Team lead (MS) /Managed Services / July 2011 to Dec 12

Hand on experience on RAN BSS: Nokia BSC3i 660, BSC3i 1000/2000,TCSM and Flexi BSC.

Hand on experience on RAN BTS: NSN 2G,3G Sites (Ultra,Flexi,Multi Radio)

• Successful Transition of Telenor BSS Managed Services Project from NSN to HUAWEI

• Responsible for fault handling for NOKIA, BTS, ATERS and Monitor Statistics of Quality of Service

(QoS) indicators like DCR, CSSR, HOSR, Call establishment failure, TCH and SDCCH blocking

• Inter BSC, Inter MSC/MGW re-homing, ATERs & Signaling link addition. EDGE/Gb/PCU

Expansions.DIUs loop make break testing with NSS team, troubleshooting call muting, cross talk

and transcoder drops on A-interface.for integrations / addition of ATERs in BSCs,TRX expansion

• Provide technical support to FOPs. generating Work orders (WO),Analyzing of No Data /Voice

traffics cells of nationwide and Configuration Management of NSN 2G,3G Sites

(Ultra,Flexi,multiradio )

• Responsible of Site Integration,Deletion,Re-parenting and Parametric changes.Coordination with the

Optimization, Planning,RollOut, FieldOperation Core,OSS and Transmission Departments Team

NOKIA SIEMENS NETWORKS NSN (EXPERIENCE) Permanent employee

Department / Designation / Time : Customer Service Engineer-2./ CARE / Jan 2010 to July 2011

Hand on experience on RAN BSS: Nokia BSC2i,BSC3i 660, BSC3i 1000/2000,RNC and Flexi BSC’s

Hand on experience on RAN BTS: NSN 2G, (Ultra,Flexi,micro)

• Installation commissioning and integration of NSN BSC/BTS with Netact, Siemens HiT, Media

Gateway, MSS, SGSN, IP MPLS Router

• Flexi BSC direct Ater integration with SIGTRAN and GBoIP and Downgrade of BSC3i from S13 to

S12.Chain Deliveries (CD) Upgrades of BSC3i on different version

• Responsible for NSN BSC’s from installation, commissioning, integration and its First call till

handover to O&M Team and Inventory Update on all swap BSC's.opening,tracking and closing

network issues

• Supervising the dismantling and installation of BSC’s and TCSM’s and its Tech. support

• Conduct Technical interface with the customer

• Coordination with the Optimization and Planning Team for implementation of new BSC’s and BTS’s

• Handling Customers Technical queries and Trouble ticket via resolve (version 2.0) with Global Care

Center and TS (Level-3)

• Technical Contact Point (TCP) working in customer interface as primary communication channel for

the case handling service. Providing 2nd line support to MS and Implementation teams

• Technical Analysts (TA) performing troubleshooting activities to try and resolve customer cases

• Technical Contact Point (TCP) working as interface between Technical Analysts and Customer

• Participating in weekly internal meeting with technical manager regarding the opened cases, there

progress

NSN SHORT TERM INTERNAL TRANSFERS.

Department / Designation / Time : CARE RAN EXPERT / CARE (YEMEN) / Oct 2010 to Jan 2011

Hand on experience on RAN BSS: Standalone Flexi BSC and Flexi combi BSC’s

• Commissioning and integration of newly installed Flexi BSCs.weekly customer meetings and

handling customer’s technical queries on NSN RAN Network elements

• Opening emergencies and responding to urgent escalations round the clock via RESOLVE Tool

• Correspondence with GCC (Global Care Center) and implementing the final solutions to customer

• Providing technical support to installation team for Flexi BSCs & TCSMs and performing acceptance

(PAT) to the Customer.Successfully integrated Standalone Flexi BSC with Flexi Combi BSC

• Swap-out 10 Alcatel BSCs with NSN Flexi BSCs of RG10. Assist Planning team in formalizing

integration plan. Support Multi-vendor integration to Huawei Core and Alcatel SGSN

• MVI (Multi-vendor Interface) testing and acceptance of Flexi BSC with Huawei Core and Alcatel

SGSN

• Providing CARE support to operator (MTN) and implementing latest WAU analyzing KPI’s

Department / Designation / Time : 2nd Line fault management engineer / CARE (Bahrain)/ Apr 11 to May

11

Hand on experience on RAN BSS: BSC2000 and BSC 660

• Migration from Gb frame Relay to GBoIP. configuration on ESB20,ESB 26 and ESB 24 for

GBoIP.Support BSC BSC 2i and flexi and Providing remote support to Bahrain Teams from

Pakistan

Trainings

HUAWEI TRAININGS

• DBS3900 IBS Operation and MaintenanceTraining (Commissioning,planning & integration ) held in Islamabad

(3rd Sep 14 -5th Sept 14)

• WCDMA BSC O&M And Troubleshooting training (hardware description,O&M,signaling tools,troubleshooting) held

in Islamabad ( 5th sept 14 – 11th sept 14)

• GSM Advance Maintainence training (CS Access,KPI monitoring, Voice,interface,FMA tool problems)training held

in China ( 8th July 13 – 10th July 13).

• process,signaling

• UMTS Advance Maintainence training (UMTS Access, RTWP,HSDPA,KPI monitoring,Voice, interface,FMA

tool,GU IP transmission problems)training held in China ( 10th July 13 – 14th July 13).

• LTE Advance Maintainence training (LTE Basic principle,hardware,commissioning,FDD/TDD,handover,UL/DL,software,transmission,ANR,RF channed troubleshooting and problem analysis)training held in China

( 10th July 13 – 14th July 13).

• Huawei 3G training (commissioning, planning & integration of BSC6900) held in Islamabad (1st April 12 -13th

April)

• Huawei 2G training (Commissioning,planning & integration ) held in Islamabad (23rd April 12 -27th April 12)

NSN TRAININGS

• Project Managment professional Training held in Islamabad (7th January14- 11th January 14)

• Systematic Troubleshooting Training which was held in Islamabad. (13th April 2010 – 15th April 2010 )

• Customer Service Skills and Mind Set Training in Islamabad. ( 6th Oct 2010 – 7th Oct 2010).

• Training on Base Station Subsystem essentials RG10 in NSN Training Centre Cairo ( 10th May 11 -12th May

11).

• Done training on Base Station Operation and Maintenance RG10 in NSN Training Centre Cairo (15th May

2011 – 19th May 2011 ).

• Cairo (22nd May 11 – 26th

Done training on Base Station Subsystem Integration RG10 in NSN Training Centre

May 11 )

• Ethical Business Certification Islamabad (2010, 11)

Tools:

• 1.iManager M2000(Huawei) 2. Huawei NIC Data Collection Tool 3. Huawei OMStar & OMStar-C 4.

Huawei GBSS Mainex 5. Huawei iManager U2000 & N2000 6. Huawei BTSM 7. Huawei Weblct

8.CM Editor(NSN) 9. Huawei GSM FMA & CDMA FMA 8.Network Editor(NSN) 9.BSS Splitting

tool(NSN) 10. Rehosting Tool(NSN) 11. BERT 12.MapInfo

ACADEMICS

BE Bachelor in Computer Engineering (NUST 2009).

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