Engineer Customer Service

MARWAN HOUARI

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

Phone: 469-***-**** - Plano Texas

https://www.linkedin.com/in/marwanhouari

GLOBAL COMPUTER TELECOMMUNICATIONS ENGINEER

PROFILE

Accomplished Computer Telecommunications Engineer with over extensive experience in systems engineering, platforms deployment/support, service delivery Management. Expert system integration, testing, and technical product/project management in Telecom Signaling Sigtran/ss7 protocol.

Customer centric engineering deployment, implementation, and support for real time installation, testing, integration, debugging, MOP execution, standards certification and turn key operation for global end customers. Knowledgeable of Product life cycle methodology, application development and the sustaining releases. Master of Science - Software Engineering.

CORE COMPETENCIES

Client Relations

Strong customer interface, internal and external

Management

Excellent communication, management and leadership skills for both product/project

Management.

Technical Skills

Mastery of technical support for call processing, customer networks, installation, configuration, integration, troubleshooting; diagnosing SS7, IN7, USP,IPSTG, SIGTRAN and network connectivity

Customer Support

7x24x365 Call centers, and customer care– used Clarify tool, and met all the required SLA

Training

Effective trainer of cross functional teams

International network provided experienced professional services and Bilingual ( Arabic ).

Customer base:

Mission Critical for; T-Mobile, Lucent/KPN, EE AT&T, MCI/Verizon,Genesys, Bell South, Bell Atlantic, Lucent, Alcatel, Bell Core, Nortel, British Telecom Argentina Brazil, Mexico, Venezuela networks

Software Tools and Utilities:

MS-office Suite, ftp, telnet

Ssh, snmp, and wireshark…etc

Unix, Tru64, HP-UX, Sun Solaris, Linux, VMS

Telephony, Internet Telecommunication, Wire Line, exposed to Wireless network architecture Node,PSTN,NCP,STPs

SS7 stack, Conformance system testing using teklec equipments and provICP vs CPE, trouble shooting for 5EES switches subsystems

Software Testing

System testing, integration, conformance, compatibility, regression, performance, and feature testing.

NOTABLE ACCOMPLISHMENTS

Tango Networks, Frisco, Texas

Senior product deployment and Support Engineer, Nationally and Internationally, duties included but not limited to the following Tasks:

Mobile UC (Unified Communication) planning, deployment, and support activities, for GSM/IMS network.

Network configuration and provisioning for the deployed system on both sides of the Carrier and the Enterprise networks, utilizing Ultcom Sigtran/ss7 stack

Executing the system and regression test plan, to ensure maximum system reliability and stability.

Planning future upgrade, enhancement, and wrote many MOPs for the network engineers to execute.

Customers Included – Ericsson – support the Office-Direct/Office-Connect platform, T-MOBILE, ATT, KPN/Lucent, and EE (Everything Everywhere – UK based carrier).

Hewlett Packard

Senior Consultant/Support Engineer

Developed and negotiated the Digital/HP SS7 certification process and conformance testing .

Authored internal training documents and plans on subjects as debugging, and fixing all issues related to call drops, link drops, load balancing/sharing and high performance/availability of platforms.

Debugged and provided technical action plans for serious issues on production systems.

Provided proactive and reactive support allowing customers to operate without interruption for years despite major changes in customer application and network configuration.

AT&T Bell Laboratory

Technical Project Leader

Managed the implementation and deployment of the 800 call routing platform.

Coordinator of the Change Management Systems, for the following 5EES subsystems, Recent Change and Verify, Database, Terminal Maintenance and Call Processing.

Designed, developed and deployed new functional requirements for SS7 simulator, analyzer.

PROFESSIONAL WORK HISTORY

Tango Networks - Frisco Texas 2011-2015

Customer support and deployment Engineer for Tango-Networks UC platform

As deployment and support Engineer, the primary focus was customer satisfaction and

Making sure the product integration between the Carrier network and the Enterprise is

Functioning as planned,

Hardware used including ( Dell, HP, and IBM ) utilizing Linux redhat, CentOS 5.5 and 6.3 release and VMWARE.

Manual testing (regression and feature testing) making sure the call processing of the platform is preforming as expected.

Ghala Petroleum – Dallas Texas 2009-2011

Consultant/Manager for newly Created a Private Business Venture - $1M Capital Startup Co.

As Project, Product, and operation manager, successfully

Launched the start up through turnkey development of state of the art Computerized automotive site.

Negotiated all the computerized equipment’s, configuration and the support contracts; served as liaison with vendors, suppliers, and partners.

Managed the daily operations, customer service/support, and training of new hires.

Hewlett Packard 1996-2009

Senior Telecommunication Consultant/Support Engineer

Lead Engineer provided flawless proactive and reactive support during the FOA testing.

Instrumental in Revenue Generation by assisting internal sales and marketing teams.

Lead engineer and coordinator for the SS7 stack certification and conformance testing with Bell Core, ATT, MCI, Nortel and many other network providers in South America (Argentina, Venezuela, and Mexico).

Managed customers’ product certification testing for SS7 openCall, and other ss7 stacks.

Debugged and provided technical MOPS to resolve many call processing related issues.

AT&T Bell Laboratory 1986-1996

Technical Project Leader

Supported the intelligent Networks (IN) systems engineering and conformance/certification.

Supported end-to-end system testing and SS7 network connectivity for lab, and production environments..

EDUCATION

MS Software Engineering

Colorado Technical University, Colorado Springs, Colorado, MS – 2003

Graduate Level Certification Software Development, System Architecture, System Engineering

Citizenship: USA (Eligible for full Security Clearance)

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