Customer Service Management

Murhad Ahmed

Cell: 917-***-****

Location: Clifton, NJ 07013

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

Experience

BlackBerry Limited - Bedminster, NJ

Senior Carrier Technical Manager (Sept 2006 – Mar 2017)

● Manage BlackBerry products from concept to post launch activities o Worked with Verizon product management teams to ensure all product requirements were met o Worked with internal marketing and product teams to review roadmaps of future devices and their market segmentation o Worked with Verizon marketing team and internal HW teams to submit device prototypes for Color, Material, and Finish (CMF) lockdown for final ID

o Tracked the CMF process with internal HW and product teams and Verizon marketing teams to ensure all feedback was being reviewed and teams were involved in making adjustments to the product ID as needed o Provided feedback to internal HW and quality teams on suggestions and lessons learned from previous device launches o Worked with internal product teams to provide device summary and definition presentations to Verizon o Worked with Verizon marketing, compliance, and test teams to ensure products met all requirements and passed all technical acceptance criteria for launch on Verizon network o Helped write customer facing product release notes and feature enhancement documents o Worked with product and marketing teams to provide feature enhancements on existing products o Tracked post launch feedback from quality teams and supply chain teams to ensure HW/SW issues were being investigated and actions were taken to improve the product or make changes for future products

● Manage and support technical carrier requirements and product implementation o Worked with Verizon to make sure OEM product meets their Feature Lockdown Criteria (FLD) and compliance o Worked with app development teams to ensure applications meet carrier requirements and OEM requirements o Worked with User Interface design teams to ensure Verizon UI requirements were met for touchscreen and wire frames for multiple applications on the phone

● Manage and track product submissions to carrier labs o Worked with Verizon compliance and lab teams to make sure the Test Entrance Criteria (TECC) was being followed for all OEM submissions and that all test results were made available

● Manage and maintain technical relationship with carrier test teams and product marketing teams o Worked with Verizon teams to make sure applications, such as Messages+, VVM, MyVerizon Mobile, VZNav, Cloud, Caller Name ID, etc were being developed per their requirements and worked with 3r d party test teams to ensure the

applications were properly tested and pass the criteria o Have familiarity with the Software Development Life Cycle (SDLC) process and have background in some programming, which provides ability to look into some code and determine the next steps for any issues encountered during application development

o Helped application developers with logging issues and testing applications on site in NJ network and raise any concerns to the internal or external teams to help resolve the issues o Maintained strong relationship with Verizon test teams, lab teams, application teams, compliance and marketing teams to make sure there was open communication on any issues or concerns to help OEM device launch be successful

● Manage issues reported and track them to closure o Maintained Verizon’s OEM ticketing system, Application Lifecycle Management (ALM), to track all issues o Provided responses for all issues raised and made sure device logs along with all pertinent information was received for the defect so OEM internal development teams can assess and resolve the issue in a timely manner o Evaluated and scrubbed issues to determine the end user impact or Verizon network impact to determine if issues needed to be escalated

o Depending on the issue criticality, raised the awareness within the OEM teams to make sure the issues were being attended to and escalated any defects that were critical to technical acceptance based on customer or network impact

● Provide on-site technical support for issues raised during field testing and lab testing at carrier facility o Traveled to Verizon sites in Basking Ridge, Warren, Branchburg, and Bedminster to help resolve issues as needed and gather additional information for OEM development teams

● Manage a local team of test engineers to support carrier test requirements o Lead a team of 9 engineers in the Bedminster, NJ office o Provided guidance on how to perform testing and prepared test plans for team to follow prior to SW release to Verizon o Assigned/delegated team members on specific test plans and issues depending on their skill levels o Provided performance reviews and feedback to team members o Made sure the team was delivering each assigned task in a timely manner o Received and resolved any escalations that were brought to attention

● Provide guidance to internal and external teams to support carrier test requirements and submissions o Worked with OEM test teams to make sure all device testing was being performed and met the Verizon requirements such as UI, application interaction, setup wizard, field testing, RF and parametric testing, etc o Worked with 3r d

party labs that developed applications to make sure the applications worked properly and passed all required testing

o Worked with 3r d

party test labs that run the Verizon required testing for LTE/VoLTE

● Interface directly with customers and their technical leads to review issues and product compliance o Worked onsite at Verizon locations in front of their technical leads and marketing teams to help resolve issues and raise any concerns they have experienced

Field Test Specialist (Sept 2002 – Sept 2006)

● Performed field testing for GSM, iDEN, and CDMA BlackBerry products

● Working knowledge of wireless technologies (GSM, GPRS, EDGE, UMTS, iDEN, CDMA, EVDO, HSPA, LTE)

● Captured device logs using proprietary software and created internal tracking tickets for issues found

● Parsed logs to confirm device behavior and interaction with the network to determine if issues existed

● Interacted directly with end customers to troubleshoot reported issues and resolve them

● Provided on-site support for escalated customer issues

● Built and managed relationships with carrier technical staff to provide field support when needed

● Performed carrier specific field and drive testing according to requirements

● Working knowledge of QualComm logging tools (QXDM, QPST, QCAT)

● Performed LBS and GPS field testing per carrier and vendor requirements

● Supported internal product delivery teams to test specific functionality and radio quality

● Assisted R&D teams to test prototypes

● Provided field test reports for latest software on multiple products on a daily basis Verestar – Holmdel, NJ

Satellite Engineer (June 2000 – Aug 2002)

● Worked with R&D of new satellite subsystems

● Performed linked budget analysis of satellite communication systems

● Provided engineering assistance to field support teams

● Worked with programming Cisco networks for data communications over satellite Skills

Product Management, C arrier Management, I ssues Management, W ireless Network Technologies, W ireless Test Equipment, P eople Management, BlackBerry Technology, M icrosoft Office, C omputer Science, M obile Telecommunications, T elecommunications Engineering, T elecommunications Management, E lectronic Engineering, E lectrical Engineering, P roblem Solving, Customer Service and Communications, Mobile Technology, Mobile Devices, Mobile Applications, Test Management, User Acceptance Testing, System Testing, Mobile Testing, Product Development, Sales Engineering, Technical Support, CDMA, EVDO, LTE, HSPA, GSM, NFC, WIFI Education

Stevens Institute of Technology, NJ

Graduate Certificate Courses, Telecommunications Management 2000-2002 New Jersey Institute of Technology, NJ

B.S. Engineering Technology 1998-2000

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