Business analyst

PARISA MEHDIPOUR

** ****** ***** **, *******, ON M5V 0J9

Cell: 514-***-****

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

More than 9 years of experience in mobile telecommunication field

Superb Customer Interaction skills with Positive, patient & courteous attitude to work with clients

Participated in various projects to update databases and improve the structure of services and customer service quality

Excellent project management and coordination skills, Strong attention to details

Working knowledge of Unix OS system administration (Linux & My SQL), Ms-Office package, Network+

Wide range of skills in operational and trouble analysis, with particular skills in analyzing telecommunication charging system on a functional and operational basis

Excellent coordination skills with other departments (IN, back office, call center, roaming, billing, transmission and NSS teams)

Familiar with several mobile networks technologies and systems (Ericsson and Siemens IN, Siemens switch commander, Alcatel net-viewer)

Displayed excellent ability to adapt to new challenging roles, networks and environment

Delivered completely accurate transactions with a sense of urgency

Received and incorporated feedback to improve personal and business performance

Trained, managed and motivated team members in order to achieve goals

Acted as an ambassador by professionally representing the Company in three telecom exhibition as a member of customer technical support and call center departments

WORK EXPERIENCE

Front Office Technical Lead

2013-2015 Taliya, First Prepaid Mobile Telecom Company, Iran

Technical escalation point for the back office team and Technical Dep. (NSS, BSS, NOC, IN, Radio, etc.) to solve mobile network and customers’ problem.

Technical supervising of four different groups: NFC (Network Fault coordinator), CTS (Customer Technical Support), PW (Planned Work), SFC (Service Fault Coordinator)

Achievements:

Helped increase sales by 20% through changing process of SIM activation

Helped reduce client care tickets by swapping old SIM database with new one

Customer Technical Support Specialist

2008-2013 Taliya, First Prepaid Mobile Telecom Company, Iran

Trained, supervised and motivated team members in order to achieve customer-focused goals

Achievements:

Promoted to technical lead by CEO for excellent performance

Helped increase the number of customers by 30% through implementing the second numbering plan

Helped enhanced customer experience by expanding network capacity

Customer Technical Support Engineer

2006-2008 Taliya, First Prepaid Mobile Telecom Company, Iran

Solving mobile customers’ technical problems.

Resolving and closing off escalated problem tickets by call center and/or stores

Activate or deactivate services of subscribers (incoming or outgoing call and SMS, call hold, call-wait, VAS, CF, divert, internet, CLIP, CLIR, CLIP OVER, roaming, VMS

Manual charging and credit transferring in special cases

Voucher charging (bad voucher, expired or not exists)

Activation (create a sim number in mobile network elements)

Re-provision,Deactivation (deleting a number from network temporary or permanently)

Swap process (changing sim card)

Some other abilities: Doing roaming and call tests (incoming and outgoing call and SMS with other operators) - Changing prepaid sims to postpaid or vice versa – Helping VAS dep. by creating sims and testing.

Achievements:

Improved customer satisfaction by helping launch new services and applications

Designed new trouble ticket system

Network Operation Center Engineer

2005-2006 Taliya, Mobile Telecom Company, Iran

Monitoring, controlling and making mobile network center up to date

Keeping fault management systems up to date by quickly integrating new network elements

Make sure that network control systems are always up to date, even as networks grow (systems such as: switch commander, radio commander, net-viewer and IN management)

Developing and implementing procedures and standards that will provide effective work flows and satisfy the business needs of the company.

Identifying equipment alarms from one comprehensive view of the entire hybrid network

Implementing according to schedule: new site turn-on, preventative maintenance, routine maintenance, expansions, upgrades, trouble shooting and repairs

Achievement:

Awarded for excellent performance

EDUCATION

Master of Science, Physics 2009 Azad University of Tehran (Science & Technology branch), Iran

Bachelor of Science, Physics 2005 Azad University of Tehran (North branch), Iran

RELATED COURSES

Introduction to GSM

GSM advanced

Introduction to services quality & traffic load monitoring

SMSC

SIM Cards

Ericsson Charging System 3.0 CP6 System Administration

Ericsson Charging System 3.0 Overview

Ericsson Multi Activation 5 Configuration & Operation

Ericsson Multi Activation 5 User Provisioning

Ericsson Charging System 3.0 CP6 Tariff Handling Delta

Ericsson Charging System 3.0 MinSAT Customer Care

Project management (internal society)

Network+

INTERESTS

Painting (water-colour, conte, pastel), playing Daf (Traditional music instrument)

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