Manager Ericsson

Dirgham Amous

~ +962********* (M) ~ E-Mail: ********.*****@*****.***

LinkedIn URL: https://www.linkedin.com/in/dirgham-amous-5115282/ Telecom – Network Operations Management / Customer’s Account Management A versatile, collaborative, accomplished and business savvy professional with robust experience and technical skills acquired over the years in Wireless network configurations and Operations in the domain of CORE, Packet, OSS, BSS and RAN. Delivering optimal results and added business value in customer centric services space domain. Skilled in Leading and orchestrating global / local team Support and project activities, developing deep trusted customer’s relationship, and driving innovative digital transformation, Results oriented and self-driven professional with many diverse passionate years of experience and expertise in Customer’s Program quality delivery and trusted lasting business relationships management .Possess verifiable leadership, interpersonal and communications skills that help put across things with a crisp point. A remarkably successful mentor to peers and colleagues, owing to exceptional people’s skills and always giving them the nudge in the right direction to go an extra mile and helped in achieving what seemed difficult with ease. Have a solid track record in achieving the set goals and delivering personal best at every step of the way to provide optimal results. Thrive in fast-paced business environments and cherish a chance to self-manage things through innate problem-solving skills and never say never attitude. Proven track records in exceeding global targets for 10/12 years in Customers’ satisfaction index (CSI

~ 90%), and provided year-over-year growth.

Managed and mentored teams providing quality services exceeding and maintaining high Leadership global targets (LI ~ 88%) to different Key accounts in 4 different regional offices throughout the central North Middle East office, Jordan

Cost Efficiently Managed Multi Millions USD accounts (~ 8 M $$), and assured continuous control of P & L matrix controlling and adjusting Operations cost, and efficient cost reductions in 3rd Part vendors

( ~ 20-30%). On top, led the Add on Sales strategy with proven records (~ 4-5%) year-over-year Skill Areas: Wireless Network Technology Domains ( CORE / RAN / OSS / Packet )● Exhibit - Passion, heart and Drive ● Strategic Operations and Planning ● Collaborative Leadership Skills ● Key Account Management ● Customer Service ● Client Relationships Management ● Team Building Management ● Communications and Marketing ● Strong Interpersonal Skills ● Analytical Skills ● P&L Management ● Financial Quality Control ● Process Improvement ● Customer Satisfaction Performance ● Program and Project Management ● Stakeholder & Vendor Management● Budget resource Management.

PROFESSIONAL EXPERIENCE

Hewlett Packard Enterprise – HPE Consultant – Free Lancer (Nov 2018 – Apr 2020) CSM Senior Project & Customer Engagement Manager

End to End Project Delivery accountable and responsible with remote delivery team.

Engineering and Delivery Team Management and Planning.

Stake Holder and customers’ Communications Management.

Key account Management for Establishment of Customers trustworthy business partnership

Oversee Track and Control of Project Scope, Budget and Time to market.

Customers’ assurance of Seamless network Solution Life Cycle Support continuity.

Established a live channel for Future business Potentials with in depth Exposure to HPE’s Business Portfolio.

Ericsson Inc. –ME-Jordan (Jan 2006 – Feb 2017)

North Middle East, Regional Customer Support Manager – (Jan 2014 – Feb 2017)

Primary responsibility to deliver best in-class state-of-the art services to our clients. I focused on Enhancing and building Regional account Teams across the region and integrating them to One Regional team structure with Solid base ground of Common Goals, Targets and Team Spirit environment for Competence development keeping the Whole Organization ahead of Technology dynamic pace evolution.

Established Steady Customers’ Support Process with Service Level agreements for Speedy system recovery in cases of any kind of network incidents.

Built a culture modeling Customer’s at the heart of what we do is the solid core mindset practice towards common goals for business and customers’ base growth.

Oversee and manage third party vendors for contractual deliveries with optimal cost efficiency.

Structured a Customer’s Success is our success is the base ground of our team’s cultural ways of support with full team empowerment and engagements to take all measures to ensure the highest customers satisfaction index.

Assuring IT systems are delivered / maintained at fault free environment and full availability all the times to ensure handling and providing best in class end users’ issues and resolutions.

Managing and controlling the Business account Financials, OPEX / CAPEX and Cash Collection. Key Accomplishment:

Steady track of High index in Leadership, Customer satisfaction index, and positive trend in count Financial

P & L Performance and global margin targets

Network Operational Excellence with Proactive IT Network Evolution and Life Cycle management.

Improved Employee Leadership Index, Empowered Teams and developed Certifications and promotions plans.

Critical Key to Market Business Projects Deliveries.

Documented improved Customers’ Communications Management and Procedures for Informative information and incident management

PRIOR EMPLOYMENT DETAILS

Senior Customer Support Service Delivery Manager – (Jan 2006 – Feb 2017)

Managing the Services level agreement (SLA) with Customers Ensuring customer satisfaction for Wide Network Operational issues being minor or Critical with revenue loss.

Key Customers’ Single Point of Contact for any Business Situation or strategic Plans.

Customers’ Network Management of all IT and Backbone systems keeping the Network head of technology evolution handling and providing best in class end users’ issues and resolutions. Key Accomplishment:

Network Core and Backbone Life Cycle Management in a Proactive approach.

Network Operational Excellence with Proactive IT Network Evolution and Life Cycle management.

High Customers’ Satisfaction Index

Services Delivery & Operational Excellence Manager - (Jun 2009 – Feb 2011)

Multi Regional Customers’ Program to ensure Services internal customers’ operational excellence.

Closely driving the program with regional domain Project and Line managers to ensure commitments and put a plan to remedy any situations.

Account Financials Ownership and Services Delivery Maturity Model Certifications Planning. Key Accomplishment:

Service Delivery Maturity Model Certifications.

High Operational Excellence Index award @ regional Level Senior Technical Customer Support Engineer, (Feb 1995 – Jan 2006) Ericsson Inc. Regional offices – United States & Middle East

AXE CORE Network (MSC, OSS and Packet) end to end integrations and testing.

RAN – BSC / TRC Network integrations and testing with RBS2000.

CORE – MSS / HLR Expertise in troubleshooting and system SW analysis

Customers’ Network Technical issues investigations and escalations for all levels ensuring solution delivery.

PROFESSIONAL TRAINING & CERTIFICATIONS

Leadership Program ● Service delivery and maturity certifications ● Line management –level1 ● Negotiations skills

PROFESSIONAL DEVELOPMENT AND CREDENTIALS

Bachelor of Science – Electrical Engineering University of Texas @ Arlington, Jan 1990 – June 1994

Technical Skills: MS Office (Word, Excel, Power Point, MS Project)

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