Customer Service Manager

Dear Sir,

I have more than ** years’ experience in Etisalat that rated as number one telecommunication company and number three overall in its business rankings of the top 200 companies in the Arab World (Forbes Middle East) also Etisalat ranked 278 among the world's top 500 companies listed by the (Financial Times).

My entire career since graduating is with Etisalat was in the Mobile Telecommunication sector handling Mobile Access Network Operation for (2G, 3G, 4G, FEMTO, WIFI) network technologies provided by different vendors (Alcatel, Ericsson, Huawei, Motorola,… etc.). My journey started as a Graduate Trainee and evolved into Senior Manager Position. In the below brief of my skills:

Analyzing & Problem solving

Initiative, Creative

Planning & Organizing

Negotiating & Technical skills

Communication & Language skills

Management & Leadership

Teamwork & Time management

Customer service

Decision maker & Challenger

Design & Computer skills

Working with hands, tools and machinery

Spirit of Adventure

I am planning to move permanently and settle in New Zealand. Therefore, I am looking for suitable job in well-known company having recognized reputation like yours. My long experience gives me the confidence that I will fit into your company, and integrate smoothly with the team culture and be in harmony with the environment.

It will be my pleasure meeting you to discuss the opportunities in this role, also how we can utilize my experience and skills for the benefit of your company.

Since I am staying at present in UAE, we can make the interview over Skype or over the phone call.

Looking forward to hear from you soon.

Wail Qawas

P.O. Box: 38663, Sharjah, United Arab Emirates.

Mobile: +971-**-*******, Email: *******@*****.***, Skype: WailQawas

Personal Statement

I am working for the top reputed telecom company in the Middle East “Etisalat”. I have more than 18 years’ spectacular experience in different domains within the rich international environment. I am planning to settle permanently in NZ and discover a new busy working environment where the challenges are stimulating and frequent.

Work History

June 1998 – present, Emirates Telecommunication Corporation (Etisalat), United Arab Emirates.

More than 18 years’ journey started as a Graduate Trainee and evolved until Senior Manager.

Sr. Manager \ Reporting & Technical Support

Design, prepare, publish and analysis reports and dashboard.

Project management insuring timely proper execution of the plans.

New contracts negotiation & bidder evaluation, SLA management, penalties and certification.

Deep investigation and analyze network trend for risk detection and proactive prevention.

Processes design, automation and tools development.

Manager \ Mobile Network Provisioning & Evolution

New nodes integration, reconfigurations and parameters changes for mobile access network.

Insure the processes followed and the records updated as per ISO Certificate 9001 requirements.

Plan, reallocate and redesign system resources.

Maintaining Backups for all nodes and network configuration database.

Testing, evaluating and Accepting new technology, Nodes, Software… etc.

Engineer \ Mobile Access Operation (Back Office)

Assurance KPI availability of 99.95% Cell level and 99.99% BSC/RNC level.

Analyzing and troubleshooting complex cases & customer complains reported from different teams.

Supporting and following up field teams to troubleshoot and clear all pending cases remotely.

Escalate system malfunctions to vendor for investigation and provide permanent correction.

Special event handling with contingency plans for the occasion venue.

Assistance Engineer \ Mobile Access Operation (Front Office)

Alarms & Statistical monitoring, detecting and clearing all mobile access network faults.

Report required cases and coordinate between teams and following it up to restore back to normal.

Insure all tickets cleared within assigned SLAs/OLAs and escalate the violations to management.

Escalate mega failures to top management with periodic status update.

Escalate complex cases to back office support with a full report for further investigation.

Graduate Trainee \ Mobile Access

Orientation in different departments to understand their functionality & interdepartmental process.

Special training in Mobile telecom technology on different vendor equipment.

Skills

Analyzing & Problem solving

BSC failure analysis to identify root cause by analyzing traces and alarms, software bug identified, corrected and applied on other BSC as preventive action.

Analyzing history alarm trends to predict possible failures during previous raining seasons then dispatch field team to clear the identified faults permanently.

Initiative, Design, Creativity & Computer skills.

I design and programmed in UNIX, Windows & Excel scripts to assist my team in generating daily reports in few minutes instead of three hours.

Following up tickets between the teams was very difficult to cut through, so I create centralized tool shared between all teams to create, update and follow up tickets with all stakeholders.

Negotiating & Technical skills

Understanding technical details and limitations allowed me to reduce 75% from the requested price during bidder negotiation in one of the tenders.

Before I bought Canon-6D camera, I read about its technical specification, reviews and price comparison, which help me save 35% of total price during my negotiation with the seller.

Planning & Organizing

Before adding or expanding sites, we measure required resources, and then allocate it to the suitable port. Else, we had to reorganize the used capacity between ports to free the adequate resources.

Summer 2015, I travel to four European countries with my family. We enjoy our journey because I make full plan for our VISA, flight, hotel, car rental, and organize all visiting tourist sites in my way.

Customer service

Customer excellence & satisfaction in one of main pillar in our company strategy. Immediate response (24/7) to handling network failure to minimize the impact on customers.

One customer had a billing issue that he could not solve (out of my work scope). I escalating his problem internally to top management and expedite necessary approvals to claim customer bill back.

Teamwork & Time management

We distribute tasks required from our team internally to all staff, then whoever finish his part first he help others to complete their part to fulfill section target within required SLA.

When I have multitasks required at the same time, I start with the task required feedback from other section and meanwhile I start working on another task. Also handover easy tasks to the new staff.

Communication & Language skills

To be part of an international company, I had to deal with more than 20 nationalities from vendors & staff where each speaks English in his accent. I can communicate with all English accents very well.

Early staff support from Huawei (Chines Company) have very poor English language skills, so we had to use drawings, diagram, symbols and numbers… etc. to communicate with them.

Management & Leadership

One of my staff, who is self-unconfident, discovered a strange system behavior. I encouraged him to believe in his capabilities, guided him how to do deep investigation and facilitated the discussions with vendors. Then empowered him to prepare full report and present it to top management.

Achievements

There are many projects but these are the main ones:

2000 – VSAT: Providing mobile coverage for royal families and VIP outside UAE using satellite link.

2000 – GPRS: Providing data services over an existing voice GSM network, later on enhanced services up to 200kbps introduced using EDGE technology.

2001 – ISO-9001 Certificate: Obtaining ISO-9001 certification for Etisalat mobile network department.

2002 – Fault Book: Developed an in-house tool to handle trouble ticketing and to minimize time required to generate various reports.

2004 – UMTS/3G: Deploying E2E the 3G to Etisalat Network, from acceptance to rollout.

2006 – Dubai Airport T3: Providing indoor coverage (500 cells) for Dubai Airport Terminal-3 serving 78 Million passengers yearly.

2007 – UMTS (3G) Expansion: Huge network expansion of 7000 cells & introducing HSDPA within 18 months.

2008 – Burj Khalifa & DXB Mall: Around 650 cells to provide mobile coverage for the world biggest shopping mall and highest skyscraper with more than 70 million visitors yearly for both attractions.

2008 – MSC Swap: Replaced all nine old Alcatel MSC Switches with new and modern Ericsson MSC Switches.

2009 – Yas Island: Around 1,266 cells serving Yas Island which is 25 km2 man-made island hosting hotels, marina, Yas mall, Yas water world, Ferrari World Park & Yas arena were the spectacular Formula One race is hosted yearly.

2010 – TeMIP & SM: Umbrella solution for Mobile Access to combine all alarms from all vendors with rules and correlations in to single interface with single trouble ticketing system.

2012 – LTE (4G): Introducing 4G to Etisalat Network after completing all necessary testing and acceptance then rollout to reach more than 20,000 Cells in 2016.

2012 – New Year expansion: Huge network activity took place by expanding 20 BSC in two months as a part of the preparation for New Year calibrations venues.

2014 – Network Modernization: Swap all legacy network (16000 equipment) with new equipment to enhance network performance and customer experience.

2015 – UFM & UPM: Advanced umbrella solution to integrate all Etisalat systems (Mobile, Fix, Core, Access, Internet, TV … etc.) end-to-end in to one platform for alarm, statistics and trouble ticketing.

2016 – Auto healing & configuration: Artificial Intelligence to enable the system to clear its failure by itself and change its configuration automatically based on network performance.

System Software Upgrades: Almost every year we have either major or minor system software upgrade to introduce new feature, improve performance or to solve existing problem.

Changing Office Premises: During my service, we relocate our office premises three times between different cities in order to expand office space and enhance working environment.

Education

B.Sc. Electronic & Telecommunication Engineering, ISRA University, Amman, Jordan. Jun 1997.

NZAQ recognize this certificate as Bachelor’s Degree (322420-1)

Secondary School Degree, Abu Dhabi Secondary School, Abu Dhabi, UAE. June 1992

I complete 12 years’ education to get Secondary School Certificate

Interests and Hobbies

I have a passion for outdoor activity, regularly I go for Desert Safari during weekend where we do camping, playing football, quad biking, sand skating and barbecue parties. Besides, I like water activities like diving, swimming and fishing. In addition, I enjoy taking landscape photos and for Mother Nature.

Referees

Mostafa Sharkawy

Sr. Director/Network Monitoring & Problem Resolution, Etisalat

Mobile: +971-**-*******, Email: Mostafa El Sharkawy ***********@********.**

Marwan Hijazi

Sr. Manager/Mega Projects, Etisalat

Mobile: +971-**-*******, Email: Marwan A Hijazi *******@********.**

Trainings

Creative Thinking and Innovation.

Emergency First Aid at Work Workshop.

Leadership Development Workshop.

Successful Project Management.

Advanced Negotiation Skills.

Developing Effective Working Relationship.

Regulatory Masterclass

Project Management Fundamental.

Business Continuity Management Expert Level

One-Minute Manager

4th LTE World Summit / London

Many technical training for mobile networks not listed due to space limitation.

Contact this candidate