Technical Support Engineer

Mohammad Alatiyat

Orland Park, IL *****• 708-***-**** • ********.******@*******.***

Fully Work Authorized • No Visa Sponsorship Required •Open to Relocation/Travel

PROFESSIONAL SUMMARY

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

KEY SKILLS

Contact Center Solutions – Genesys Application: SIP, URS, IRD (interaction Routing Design), WDE (Workspace Desktop Edition), GAX, Pulse, CCPulse, Info Mart (GIM), Interactive insights (GI2), GIR, and Speech miner.

Alcatel-Lucent Applications: OMC, Omnivista (8770, 4760).

RDBMS: MSSQL 2008

Operating Systems: Windows, UNIX, Linux, Centos

Network: SNMP, ICMP, SSH, VMware, TCP/IP, LAN, UDP

Web Servers: IIS, Tomcat, Apache

Test Tools: Wireshark, Kazimir, Putty, WinSCP,

PROFESSIONAL EXPERIENCE

Freelancer/Consultant 08/2016 – present

Jawwal, remote support

Telecom Company with 1,000+ employees and more than 2.8 million subscribers

Performed integration of Genesys SNMP with Nagios SNMP to receive alarms from Genesys components and host status.

Performed integration of Genesys GVP with Acapela TTS.

Genesys Support Engineer 01/2010 – 07/2016

ASCOTEL, Amman, Jordan

Mid-size company specializing in PBX, Networking, and Contact center Solution and WiFI Solution, one of leading company for Telecommunication, Information technology and contact center Solutions in Middle East

Performed log file 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 Genesys systems for configuration, programming, reporting and alarms.

Wrote and revised technical documentation and manuals for Genesys systems.

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

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

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

Technical Support Engineer 01/2005 – 12/2009

Ascotel,Amman,jordan

Utilized OmniPCX Office, OmniPCX Enterprise for configuration, programming, reporting and alarms.

Educated client users in operation and troubleshooting of Alcatel-Lucent PBX hardware and

Software

Developed post-warranty support agreements for PBX.

Field Engineer 06/2001 – 12/2004

ASCOTEL, Amman, Jordan

Responsible to visit the sites and prepare the site to install new PBX or Cut-Over.

Install new PBX, Programming, and Configuration.

Follow-up after installation, check all configuration and any network problem.

Selected projects:

Aramex Enterprise Deployment Inbound Contact Centre & Chat – Integrated FreePBX with Genesys SIP Server to transfer inbound calls to Genesys agents worldwide and moved existing chat system setup to Genesys Chat Server 8.5.

Reduction of handle time through screen pop of social media interactions (35-65 Seconds)

Increased agent capacity through automation of social media interactions

Central Management for multi channel, and customize reports for mutli-sites this deployment

Increase the number of calls around % 35.

Genesys Agent Desktop (WDE) Can handle Voice and Chat in the same time.

Genesys Solution saves Customer Money $60,000/Year.

Orange Click2Chat – Deployed the Genesys Chat Server and all Genesys components for Jordan’s leading integrated communications service provider.

Improve Campaign and Agent Performance with Integrated Analytics

Maximizing Agent Productivity to Improve Campaign Results

One Solution for Interaction Routing and Recording and this save more $30,000/year

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 Speech Miner.

Improve Campaign and Agent Performance with Integrated Analytics

Maximizing Agent Productivity to Improve Campaign Results ( Increase team efficiency to % 30 )

One Solution for Interaction Routing and Recording and this save Customer money $40,000/year.

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

Bachelor of Engineering – Electrical Engineering / Communication 2001

MU’TAH UNIVERSITY, Al Karak, Jordan

It was founded 1981 by Royal Decree, and one of leading universities of science and technology in Jordan

PROFESSIONAL DEVELOPMENT

Genesys eService Deployment: Chat, Email, SMS, Facebook, Twitter, Amman 2016

Genesys Interaction Recording GIR 8.5 Deployment, Dubai 2015

Genesys Customer Interaction Management (CIM) Platform8 Troubleshooting, Dubai 2014

Alcatel OmniPCX Enterprise Evolution from R11.1 to R11.2,Amman 2015

Alcatel OmniAccess WLAN Bootcamp R6, Amman 2015

ACSE Alcatel-Lucent OmniPCX Office RCE R10, Amman 2015

ACSE Upgrade Alcatel-Lucent OmniPCX Office RCE R8.2 to R9, Amman 2014

Reference

Green Card Holder

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