Customer Support

MAJDI SHAMI

**** ******* ** *********, ** ***** USA C: +1-608-***-**** *******@*****.*** linkedin.com/in/majdi-shami-42925934 EXECUTIVE PROFILE

More than 30 years of Telecom experience with extensive knowledge in, operations, Regional Operations, Program Management, Service Delivery, Customer Support, Managed Services, RAN optimization/System performance and Customer Management. Possess strong relationship building and solid senior management skills leading cross-country organization, ensuring all project portfolios are governed and executed according to Ericsson established procedures and processes while keeping committed time lines and budgets. Successfully implemented and managed several telecom and IT projects in very difficult and challenging environments with good margins and high customer satisfaction. Headed Ericsson Customer Support for Region Middle East and North East Africa, selling and delivering professional support services to a wide range of Ericsson products and solutions deployed within 70 operators in 23 countries.

Spearheaded all operational activities, with full P&L responsibility, for a global telecom operator based in Miami, FL and operating in 16 countries across the Caribbean/Central America region. My accountabilities included rolling out 3G/LTE programs, implementing IT transformation projects, in addition to leading support and managed services organizations. Headed project rollouts in a regional hub, delivering Project Management, Engineering, Installation, Civil Work, Product Configuration and Integration services covering end-to-end build and deployments of 3G, LTE, 5G Ericsson Radio Systems, Mobile Broadband, Packet Transport, Transmission, IP, Fiber and Multi-Vendor Networks for telecom operators and other industry customers. Such services span from site build to commercial launch. Currently Oversee and support the system performance team to ensure operational discipline around monitoring, testing, statistical trending, in-depth analysis, and implementation of network enhancements; to include market level optimization plans, new site builds, cell modifications, and implementation of capacity solutions.

SKILL HIGHLIGHTS

Telecom and IT Projects/Program management

Regional Customer Support (Sales & Delivery)

Business value creation

Wireless Technologies, 3G, LTE, 5G, IOT and Charging Systems

System integration

People and organizational leadership

Business value creation

Change management

Operational excellence

CORE ACCOMPLISHMENTS

Creating network growth plans, and preparing the organization for 5G and IOT technologies

Delivering superior performance of the RAN network through optimal design, and industry leading engineering practices.

Modernizing, Upgrading, Optimizing and Managing a global telecom operator network while ensuring best In Class KPI's.

Leading a multi-continent regional support organization with a high customer focus.

Successfully launched and commissioned 3G and LTE, 5G ready mobile networks and Managed Services for many international operators in several countries and regions.

Played a major role in establishing an on-ground Services Delivery.

Built and managed a strong Services organization of 300+ member staff that delivers efficiently and with high quality across the region.

Stretched assigned target levels and Key Performance Indicators.

Achieved high customer satisfaction survey results in support and project execution.

Coached the Services organization to act on sales opportunities and innovative ideas that will increase sales.

PROFESSIONAL EXPERIENCE

06/2019 to present Senior Manager - RAN System performance U.S. Cellular – Madison, WI

Creating network growth plans, and preparing the organization for 5G and IOT technologies

Responsible for delivering superior performance of the RAN network through optimal design, and industry leading engineering practices.

Oversee and support the system performance team to ensure operational discipline around monitoring, testing, statistical trending, in-depth analysis, and implementation of network enhancements; to include market level optimization plans, new site builds, cell modifications, and implementation of capacity solutions.

Drive superior customer experience in a data-centric network environment.

Ensures accuracy of executive reporting and communications related to System Performance.

Lead enterprise level projects to identify and address complex performance issues.

Directs teams responsible for timely resolution of customer trouble tickets, customer complaints, executive complaints and/or any other customer affecting issues

09/1986 – 06/2019 Ericsson

04/2017 to 06/2019 Head of Network Rollout

Ericsson - Regional

Delivering Project Management, Engineering, Installation, Civil Work, Product Configuration and Integration services covering end-to-end deployments that address Ericsson Radio Systems, 3G, LTE, 5G, Mobile Broadband, Packet Transport, Transmission, IP, Fiber and Multi Vendor Networks for telecom operators and other industry customers. Such services span from site build to commercial launch.

Deploying and expanding green-field and existing microwave networks, optical backhaul and fronthaul networks, cell site- and aggregation routers in addition to deployment of new software releases.

Modernizing and replacing legacy radio equipment’s and other vendor’s equipment’s with new radio network from Ericsson to Improve telecom operators’ RAN capacity and network performance

03/2015 to 04/2017 Head Of Operations

Ericsson Miami, FL USA

In Charge of executing simultaneously Multi Programs, 3G, LTE and IT transformation Projects aimed to expand, upgrade and modernize the global Telecom Operator network in Central America and Caribbean region while ensuring Best In Class KPI's.

Spearheading Customer support and Managed Services towards the telecom Operator.

Ensure that all commitments are met in accordance with project or program goals/objectives with highest customer satisfaction.

Provide sales and margin forecasts on monthly, quarterly and yearly basis. 03/2013 to 03/2015 Head Of Customer Support

Ericsson – Regional

Presided over regional Customer Support organization with direct operations in 23 countries and over 65 mobile telecom operators.

Led a team of skilled customer support directors providing professional support services to 67 operators in 23 countries. Total size of organization was 350 expert engineers.

Defined and executed competence strategy for Customer Support including delivery efficiency, while Maintaining the capabilities needed for the Region to meet and exceed customer expectations.

Responsible for over $300 Million in sales of professional support services. Delivering Ericsson's professional customer support services portfolio across the entire region while maintain cost, quality and SLA times.

Prepared the annual budget for the department covering costs, resources, investments incurred by the Unit.

Ensured Customer support contracts are performed to the agreed Standards, budgets, contracts, procedures and processes.

07/2002 to 03/2013 Director of Operations

Ericsson – Regional

Heading Operations Function for a sub region with an annual portfolio in access of $500 million spent by mobile operators on transforming, modernizing, swapping, installing, upgrading and expanding own networks .

Understood customer needs and translated them in delivery actions in order to ensure customer satisfaction.

Ensure that all programs and projects within the Customer Unit are run according to Ericsson established procedures and processes.

Responsible for fulfillment (scope, time, cost, quality) of service delivery.

Drove and coordinated Customer Projects Governance portfolio.

Built services culture and ways of working characterized by proactive attitude, teamwork focus, strong performance ethics, high professionalism and high energy.

09/1986 to 07/2002 Software Engineer - USA

Ericsson Plano, TX USA

Performing function testing for several Ericsson's software subsystems before the release.

Automating testing scripts

Implementing First Office Applications.

Pre-test activities in preparing Ericsson equipment and applications before delivering to site.

Field support Engineer maintaining and supporting, and integrating Ericsson equipment

EDUCATION

1986 Bachelor of Science: Electrical and Computer Engineering Oklahoma State University Stillwater, OK, USA

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