Telecommunication, GSM, MIS Testing, Trouble Shooting/Problem Solving

Dubai UAE Mob: +971*********

Hussam Jreida *********@*****.***

PERSONAL DETAILS

Date of Birth: 22nd July 1985

Status: Single

Languages: English - Arabic

Last Position: MIS Testing Team Leader

Objectives

I am seeking a challenging IT position to utilize my distinguished skills and experience. I am

interested in a career that provides professional growth and responsibility especially the one related to the

Information Technology domain.

I am currently located in Dubai and actively looking for a job in UAE. I studied IT and Accounting

and held various IT assignments throughout my 8 years of Telecommunication’s experience.

PROJECTS AND AREA OF EXPERTISE

• Business Development

• HLR

• OCS

• SQL, PL/SQL

• C#, Java, HTML

• Linux

• Paperless Interface

•

• Quality Assurance

• Quality Control

• CMMI

• Technical Support

• Customer Service

• Share Point

Dubai UAE Mob: +971*********

Hussam Jreida *********@*****.***

• TFS

•

• Telecommunication

• GSM

• MIS Testing

• Trouble Shooting/Problem Solving

• Project Management

• ASP.net

• MS Office

PROFESSIONAL EXPERIENCE

SYRIATEL Telecom (Damascus, Syria) Jul ’07 – Mar ’15

MIS Testing Team Leader Oct’14 – Mar’15

• Ensure that employees are in compliance with department policies, agreements, and

procedures

• Preparing test plan.

• Provide leadership and manage section; make decisions; solve problems; develop section

procedures; Develop records/files; conduct meetings; represent section at internal and

external meetings

• Manage the employee hiring process; develop or update job descriptions; develop

performance expectations, identify essential functions and knowledge, skills and abilities

required

• Manage employees and team performance; provide new employee orientation; train or

provide adequate training for employees; coach, counsel and motivate employees; evaluate

employees; investigate complaints or performance concerns; implement disciplinary action as

needed and in consultation with appointment authority and Human Resources;

• Manage and ensure effective employee/labor relations; create an ethical, non-discriminatory

and safe work environment

• Approve leave and overtime

Dubai UAE Mob: +971*********

Hussam Jreida *********@*****.***

MIS Testing Analyst Oct’14 – Mar’15

• Create, maintain and monitor the execution of test plans, ensuring that the test case patterns have consistent

approach related to the type of offers, services and products.

• Understand, in depth the business processes supported by any tested system and continuously transfer this

knowledge to other team members.

• Review thoroughly various testing reports and scripts prepared by MIS-Testing team to ensure completeness,

correctness, prioritization, efficiency, reusability, and traceability to requirements and submit report of review

observations to HOS.

• Develop test scenarios, test cases, and monitoring scripts of offers, products, services and applications of special

and complicated nature like: Large and Segmented, New concept, confidential and technical department testing

requests

• Utilize external acquired tools, create in-house test automation framework and ensure that appropriate testing

tools are selected and applied optimally.

• Create and maintain configuration notes for the testing environments both functional and non-functional

environments.

• Identify and review non-functional requirements, develop the appropriate tests and identify appropriate testing

tool or scripts accordingly.

• Define and maintain the defection management lifecycle using a collaborative defect tracking tool.

• Analyze, define and communicate the resulted defects to MIS HOUs and MIS Director and coordinate setting the

appropriate preventive and corrective actions in place.

MIS Testing Specialist Nov’12 – Oct’14

• As testing is the last phase in a product life cycle, our department goes through the product cycle

from beginning to end to understand the full series in order to provide input on the functional

requirements of the product or service

• Testing the technical aspects and system feasibility of products and services sent from

the Marketing department by preparing test scenarios and cases, documenting test results and

monitoring performance.

• Preparing and delivering reports that address existing and potential “trouble areas” in

MIS

• Solving general problems and identifying the root cause by performing various analysis

Customer Service Technical Support Specialist Dec’10 – Nov’12

• Analyzing and solving customers technical complaints

Dubai UAE Mob: +971*********

Hussam Jreida *********@*****.***

• Contacting customers to follow up on solutions regarding their complaints by way of excellent

quality

• In charge of decision making regarding customer refunds in coordination with the Finance

department

Customer Service Retention Specialist Jul’10 – Dec’10

• Analyzing and solving customers none- technical complaints

• Coordinate with concerns department in order to solve and fix the customers problem

• Coordinate with Finance department in order to make refund in case the customers deserve it

• Contacting customers to follow up on solutions regarding their complaints by way of excellent

quality

Customer Service Call Center Representative Jul’07 – Jul’10

• Answer customers’ calls and respond to their inquiries with excellent quality.

• Promote Syriatel services to customer in an adequate way.

• Follow up customer's calls when necessary upon the approval of head of call center section.

• Register customers’ complaints on the related system to be followed up by Customer Retention

Unit.

• Escalate and report the complaints that exceeded the defined timeframe or the wrong closed

complaints to the concerned parties according to company's policies and procedures if the

customer re-called the call center.

• Ensure the proper registration for all customers’ inquiries on the related system.

• Report all detected problems from the customers’ feed back or system errors to direct line of

authority.

• Add / delete services according to customers’ needs within Syriatel policies.

EDUCATION

Syrian virtual University Damascus, Syria

• B.S. in Information Technology Nov’11

Dubai UAE Mob: +971*********

Hussam Jreida *********@*****.***

Damascus University Damascus, Syria

• Diploma of Accountant Sep’06

Major Projects

Implemented CMMI model in Syriatel Company: Capability Maturity Model Integration was implemented in

Syriatel between

01/05/2012 and 29/01/2014 and after I completed the CMMI course I was on work shop to implement the mentioned model at

our company by creating MORE than 50 work products (Polices, Procedures and User Guide)

Testing New HLR: Home location register is central database that contains details of each mobile phone subscriber that is

authorized to use the GSM and or WCDMA core network of a PLMN 2013.

Live test and monitored a Migration of Post paid subscriber on OCS platform: I worked on project to

move thousands hundreds of postpaid subscribers to the new platform without any stopping on any service that subscribers use

2014

Testing KIOSK machine: New service channel that allowed to the Syriatel subscriber to PAY their invoices (post paid

subscribers), RECHARGE balance (pre paid subscribers) and ACTIVATE- DE ACTIVATE services on their lines 2013

Paperless Project: I tested new interface (software) with its equipments (Hardware) integrated with live billing system the

purpose of this project to stop printing any forms, receipts or invoices and replace them with informative SMS in order to

REDUSE THE COST of Papers and Printing Ink. 2013

REFERENCES

• Mr. Murid Attassi- Director of MIS Department at Syriatel Damascus,

Syria E-mail: *****.******@********.***.**

*************@*****.***

Mobile: +963*********

• Mr. Ziad Kawakibi- General Manager – Customer Care at ETA Facilities Management

LLC Dubai, UAE

Mobile: +971-**-***-****

• Mr. Mhd Hames Zrek - Quality & Customer Satisfaction HOU at Syriatel Damascus,

Syria E-mail: *****.****@********.***.**

Mobile: +963****-*****

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