Office Service

Mohammad Alatiyat

Telephone: 708-***-****

Orland Park, Illinois 60462 Email: ********.******@*******.*** SUMMARY

Resourceful and analytical Technical Engineering with 15+ years of experience in telecommunications engineering, including installations, upgrades, design, updates and user support.

• Advanced technical and client service skills: planning, organizing and time management.

• Makes sound decisions, communicates effectively and works well autonomously or in a team.

• Able to implement user-friendly solutions for custom needs and unique client problems.

• Effective interaction with all levels, from users and colleagues to vendors and managers.

• Professional work ethic to make the effort necessary to meet goals and deadlines.

• Versatility and learning ability to adapt to new technologies. TECHNICAL SKILLS

Contact Center Solutions: SIP, URS, WDE (Workspace Desktop Edition), GAX, Pulse RDBMS: MSSQL Server 2005/2008

Operating Systems: Windows, UNIX, Linux, Centos

Network: SNMP, ICMP, SSH, VMware, TCP/IP, LAN, UDP Browsers: Internet Explorer, Firefox, Google Chrome, Safari Web Servers: IIS, Tomcat, Apache

Test Tools: Wireshark, Kazimir

Applications: Microsoft Office, Kasper Antivirus, Putty, WinSCP, VMware, IRD (interaction Routing Design), OMC, Omnivista (8770, 4760), Billing System for PBX, CCPulse, Infomart (GIM, GI2). PROFESSIONAL WORK EXPERIENCE

ASCOTEL, Amman, Jordan 6/2001 to 7/2016

Expert Communication Engineer

Served as lead technician in providing telecommunication engineering solutions, including installation, programming, call center testing, troubleshooting and implementation of telecom software and systems. Worked in a leadership capacity on diverse projects with responsibility for completing projects on time, according to specifications and with all project goals met.

• Performed logfile troubleshooting to reduce client costs, accelerate project timetables and improve service quality to maximize client satisfaction.

• Provided in-person, telephone and remote log-in technical assistance and support to clients concerning hardware, software and network issues.

• Utilized OmniPCX Office, OmniPCX Enterprise and various Genesys systems for configuration, programming, reporting and alarms.

• Improved PBX and call center performance ~85% by training agents in technical support response and using the system application.

• Wrote and revised technical documentation and manuals for Alcatel-Lucent and Genesys systems.

• Trained software engineers and database administrators in configuration, installation and implementation.

• Educated client users in operation and troubleshooting of Alcatel-Lucent PBX hardware and software, along with Genesys applications.

• Utilized Alcatel and Genesys reporting tools to calculate QoS (quality of service) and identify areas in need of improvement.

• Developed post-warranty support agreements for PBX and Genesys applications. Representative Projects:

• Aramex Inbound Contact Centre (300 seats) – Integrated FreePBX with Genesys SIP Server to transfer inbound calls to Genesys agents worldwide. Deployed Genesys Framework 8.5 with SIP Server, and integrated with FreePBX, IRD, Infomart Reporting Tool (GIM), CCPulse, GAX and Pulse.

• Aramex Shop & Ship Chat (10 seats) – Moved existing setup to Genesys Chat Server 8.5 for this leading global transportation and logistics provider. Deployed eService components

(IXN, Chat, Email, UCS, Knowledge Management) and routing design, along with Genesys Web Server API 8.5 for restful API chat interaction.

• Orange Click2Chat (10 seats) – Deployed the Genesys Chat Server and all Genesys components for Jordan’s leading integrated communications service provider. Deployed eService components (IXN, Chat, Email, UCS, Knowledge Management), CCPulse and routing design, along with Genesys Web Server API 8.5 for restful API chat interaction.

• Crystel Call Outbound Solution – Deployed SIP technology and implemented complete contact centre on Genesys Platform with Genesys Interaction Recording. Deployed Framework 8.1, Outbound Contact Centre and SIP Server, and integrated with Alcatel- Lucent SIP Server.GIR and SpeechMiner.

• OmniPCX Enterprise Systems (Alcatel-Lucent) – Yarmouk University, Orange Jordan, Jordan Commercial Bank, Nestle Waters, Leo Burnett and Isuzu Jordan. Installed, connected and centralized nodes and systems; expanded and configured call centers,

• OmniPCX Office Systems (Alcatel-Lucent) – Nestle Food, Kinz, Jordan Heating Aids Co., Alfanar Hotel, Kentucky Fried Chicken (Amman Office), Total Jordan, Kia Jordan, Pharma International, Carrefour Jordan (Amman Branch) and Carrefour Iraq (Erbil Branch).

• Aruba OmniAccess WLAN-WiFi Solution (Amman Branch) – Graphic Supplies Co.

(Graphico), Income & Sales Tax Department and Ascotel Jordan. EDUCATION

MU’TAH UNIVERSITY, Al Karak, Jordan

Bachelor of Engineering – Electrical Engineering / Communication Professional Training/Certification:

• Genesys eService Deployment: Chat, Email, SMS, Facebook, Twitter

• Genesys Interaction Recording GIR 8.5 Deployment

• Genesys Customer Interaction Management (CIM) Platform8 Troubleshooting

• Alcatel OmniPCX Enterprise Evolution from R11.1 to R11.2

• Alcatel OmniAccess WLAN Bootcamp R6

• ACSE Alcatel-Lucent OmniPCX Office RCE R10

• ACSE Upgrade Alcatel-Lucent OmniPCX Office RCE R8.2 to R9

• ACSE Alcatel-Lucent Office Communication Solutions for SMEs

• ACSE OmniPCX Office R4.x

• ACSE OmniPCX Office R3.x

• ACSR Wi-Fi SMB

• ACSR LAN SMB

• Thomson Speed Touch 510/570/610/610s/690s

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