Infrastructure Manager Hse
Resume:
Ahmad Alwahdani
email: adpoa8@r.postjobfree.com
Linkedin Profile: https://www.linkedin.com/in/ahmad-alwahdani-0a433011/
Objective
To obtain a position where I can maximize my multilayer of management skills, IT-service management, performance management, Infrastructure Management, HSE management, quality assurance and management, network planning, transition/transformation management, Charging and BSS migration, change management, problem/crises management service management, business process development, program development and call center management.
Summary of Qualifications
DBA-PhD (Doctor of Business Administration - Liverpool University). MBA-educated operations manager. MSc in Telecommunication Engineering. Results-oriented, high-energy, hands-on professional, with a successful record of accomplishments in the managed services sector, IT- service management, Staff recruiting management and training, change management, Problem and Crises Management, and Performance and Optimization management. Experience in service operation, network planning, transition/transformation management planning, and implementation, workforce management training, quality management, HSE management, and customer care service with a focus on providing the customer with the highest quality of services. Technical knowledge of ICT domain, which covers Mobile (2G/3G/4G), Fixed Network, OSS&BSS, MVNO, Tetra and Infrastructure, and service desk. I have international work experience in the Middle East, Africa, Asia, Europe, and South America. This experience covers service design, transition, operation, and continuous improvement( ITIL + Etom)
EMPLOYMENT HISTORY
1-Sidra Research and Medical Center 6/2014- 11/2020
IT Service Delivery Head
Managing the vendors’ deliverables to ensure that contracted SLAs are met
Incident and problem management
Change, Configuration and release management
Service Request Management
Crisis Management
Service quality management
Continuous service improvement
Reporting
Communication management
Team building and training
2- Huawei Technology Co. MTN-Sudan 3/2014- 5/2014
SME MS Operation Processes Mangement
Helping the project to develop and implement MS Processes, which is based on ITIL and eTOM
Writing Procedures based on ITIL and eTOM terminology
Acting as SME in Setting up operation
Designing the internal OLA and KPIs for NOC team
3-Free-Lancer ITIL V3 Trainer 3/2013- 10/2013
Short assignment/ Conducting ITIL V3 training (Foundation- Service MANAGEMENT)
Conducting ITIL V3 Foundation training and preparation for certificate exams- SMCE Dubai
Conducting ITIL V3 intermediate training (Operation, design, and transition), and preparation for certificate exams SMCE Dubai
4-Huawei Technology Co. China 5/2011- 1/2013
SME MS ICT Transition/Transformation/ Operation & Processes Mangement
Helping the project to apply MS Processes, which is based on ITIL and eTOM
Writing Procedures based on ITIL and eTOM terminology
Acting as SME in Setting up operation in EOT projects
Call center management
IT- service management (ITSM).
Setting up NOC (SOC), RNOC and GNOC systems: defining the roles and responsibilities of front office, back office, and change management team
Work Force and Infrastructure Management; this includes job assignment, performance monitoring, and field force training
Leading transition/transformation programs for, this covers DD, GAP analyzes, process design and deployment, and training.
Change Management responsibility
Coordinate with R&D to align the ITSM tool functionality with operations requirements
Health and Safety Assurance (HSE management)
Continuous Service Improvement (CSI) and Disaster Recovery (DR)
OSS/BSS support
Service Quality Management (SQM): This covers the introducing prober tools to analyze the customer data in real time and to design the processes to help I assuring the high standard quality of delivered services. This service covered both voice and data.
Service AS IS assessment and GAP analyzes
Transition/Transformation management
Field Force Management
Setup of the problem and escalation teams within the operation
Designing the internal OLA and KPIs for NOC team
Conduct training programs for operation teams
Contract management: subcontractors preselection and selection processes. Assigning the SLAs for subcontractors and monitoring subcontractors performance
Service management process E2E deployment
Conducting training for ITIL, eTOM and Quality management training
Conducting auditing and assessment for many operation projects
5-Atlas Telecom TETRA Saudi Arabia 10/2009- 5/2011
Operation/ Project Manager
Operation manager for EADS TETRA managed services contract.
Setting SLAs with customer
Staff recruiting management and training.
IT-Service Management (ITSM)
Health and Safety Assurance (HSE management)
Release/Upgrade management
Contract management: subcontractors preselection and selection processes based on the operation model. Assigning the SLAs for subcontractors and monitoring subcontractors performance.
Change management responsibility
Continuous Service Improvement (CSI) and Disaster Recovery (DR)
OSS/BSS support
Setting up NOC: this covers hiring the team, training, documentation and process design, security, quality.
Build training programs for OM team.
Making 3rd parties support contracts for infrastructure and IT equipment.
NOC(SOC) Establishment Project.
Network Performance and Quality Management
Work Force and Infrastructure Management; this includes job assignment, performance monitoring, and field force training
Writing Procedures based on ITIL terminology
Responsible for budget preparation
Responsible for asset and configuration management system
6-Zain Saudi Arabia 4/2009- 9/2009
Core (CS/PS/Broadband) Planning Manager
Responsibility for Planning for core nodes, which includes MSS, MGW, SGSN, GGSN, and Broadband, this covers 2G and 3G.
Monitoring of running network and plan expansions if needed.
Follow up new projects.
Introduce new features in the network.
Continous Service Improvement (CSI) and Disaster Recovery (DR)
Network Performance and Quality Management
Coordinate with all other departments to fulfill their needs.
Follow up QA issues.
Network audit.
Charging Gateways responsibility
BSS Migration
Follow up new technologies in the mobile market.
Follow up Broadband new project (HSPA).
7-NSN Belgium 3/2008- 11/2008
Operation /Transition/Transformation/ Core manager
Operation manager for NSN managed services of Proximus Belgium network.
Transition/Transformation responsibility
Change Management Responsibility
BSS migration
Release/Upgrade management
MVNO Management
IT-Service Management (ITSM)
Health and Safety Assurance (HSE management)
Continous Service Improvement (CSI) and Disaster Recovery (DR)
Responsibility for core operation activities of 6 million subscribers, this includes running the network 24H/7 days, managing work orders, trouble tickets of customers, technical TT.
Network Performance and Quality Management
Staff is recruiting management and training.
Service Quality Management (SQM) using Agilent systems and building the processes to handle service quality monitoring and improvement.
OSS/BSS support
Technical meetings with the customer.
End users complaint management
Hiring and training the team.
Responsibility covers, 8 MSCs, 10 HLRs, one HLRd, one MSS, two MGW, 12 IN, VMS, 3 SMS platforms, Agilent system for monitoring the complete network signaling.
Leading teams for new projects (design and implementing) these projects in the core network, new nodes, migration, new VMS, IN, SMS, GPRS.
Network performance and KPIs.
Auditing O&M processes and Procedures.
Follow-up testing features in the test bed.
The responsibility for Handover process after which the customer will be responsible for managing the operation of the network.
Some of the projects done
NG Voice mail
HLRd, swapping of classical HLRs
Siemens MSCs SR11 to SR13 upgrade
Introducing new GPRS
Introducing new IN
8-NSN_ Telenor Pakistan 10/2004- 2/2008
Operation Director /Project Manager /Core/VAS/Problem Manager/ Infrastructure Manager
Responsible for 23 million subscribers network. This covered Transmission, Access Network, VAS, Core (CS/PS/IGW) and infrastructure systems.
Managing subcontractors, new contracts, and SLAs.
Spare part management system
Transition/Transformation responsibility
Change Management responsibility
IT Service Management (ITSM)
Release/Upgrade management
Continuous Service Improvement (CSI) and Disaster Recovery (DR)
Managing the operation of the complete network, Core, VAS, Access network, Transmission, NOC, and field services.
Managing 3rd party contracts.
Health and Safety Assurance (HSE management)
Charging Gateways responsibility
OSS/BSS support and BSS migration
Contract management: subcontractors preselection and selection processes based on the operation model, subcontractors history and assigned budget. Assigning the SLAs for subcontractors and monitoring and evaluating subcontractors performance. Conducting general network training to subcontractors.
Infrastructure Manager- Power AC & DC equipment and Air conditions.
Staff recruiting management and training.
Managing microwave network (SDH, PDH).
Running projects management
Call center management
OSS system operations and upgrade.
Network Performance Management and reporting
Network monitoring through NOC 24/7.
Auditing work processes and Procedures.
Network Performance and Quality Management
Work Force and Infrastructure Management; this includes job assignment, performance monitoring, and field force training
Budget and cost control.
QA issues follow up.
Service Quality Management (SQM) using probing tools to analyze the signaling in all network nodes. This includes the process to monitor and improves quality.
OSS support by using proper tools and proper support.
O&M planning and management.
End user complaint management
Roaming Management
9-Siemens AG Amman Jordan 12/2001- 10/2004
CARE/Support Leader Core/VAS
Responsible for all TAC2 (support) activities for FASTLINK.
Solving daily problems.
Design of new MSC and HLRs.
Plan NDC changes
Continuous Service Improvement (CSI) and Disaster Recovery (DR)
Release/Upgrade management
OSS/BSS support and BSS migration
Health and Safety Assurance (HSE management)
Follow up installing, commissioning and integration of new MSCs.
Inventory management,
Training of local staff.
Setting up the test bed for new features testing.
Network Performance and Quality Management
Network optimization.
System upgrades (SW & HW).
Follow up with support centers to solve problems within agreed SLAs.
10-Jordan Telecom Jordan 1/1998- 11/2001
Head of section of fixed network and International Gateways
The responsibility of operating 35 local switches/ 2 International, national gateways in Jordan Telecom.
Supervising a team of engineers and technicians.
National/ International Call Center Management
Continuous Service Improvement (CSI) and Disaster Recovery (DR)
The design of new fixed switches requirements.
Design of new IGWs.
Health and Safety Assurance (HSE management)
Release/Upgrade management
Contact/Call Center Management
Merge Analog switched to Digital ones.
Introduce VOIP.
ISDN/ADSL/PABX Design
Introduce new IN systems
Spares part management
Repair management
Training and development management
Customer complaint management
Network optimization.
Network Performance and Quality Management
The responsibility of power and infrastructure issues for Core and this covers AC generators, UPS systems, Air conditions, rectifiers, and batteries.
The responsibility of OMC for supervising those switches.
QA issues follow up.
OSS support by using proper tools and proper support.
O&M planning and management.
Employees Management.
The responsibility of power and infrastructure issues for Core and this covers AC generators, UPS systems, Air conditions, rectifiers, and batteries.
EDUCATION
B.Sc. Electrical engineering
M.S.c Telecommunication Engineering
MBA Business Administration
DBA (Ph.D.) in progress
Profissional Certifications
ISO90001 Lead Auditor Certified
Lean Six Sigma Black Belt Certified
PMP certified.
ITIL V3 Foundation certified
ITIL V3 Expert Certified
ITILV3(Operation, Strategy, Design, Transition, CSI) intermediate certified
OBASHI Foundation certified
ISO 20000 Foundation certified
COBIT5 Foundation certified
Health care Leadership
ITIL4 Professional certificate
BVOPGM Program Director
TRAINING
Diploma in Facility Management
Diploma in Operation Management
Diploma in HR Management
Diploma in Customer Service Management
Diploma in Training Management
Project Management Agile Mehodologies
OBASHI Foundation
ISO 2000
COBIT 5
NEBOSH HSE Training
Decision Making under Risk and Uncertainty
CBAP
Leadership training
Action Research
Theory Of Constraints (TOC) training
Action Learning
Qualitative and Quantitative Research
ISO90001 Lead Auditor Training
Crises and Change Management
6 Sigma-Lean black belt training
IS0 20000 training
CMMI Training
ITIL V3- Operation, Strategy, Design, Transition, CSI & MALC
e-TOM training
HR interview and evaluation training
Telecom training (fixed and mobile) (Core/VAS/TX/ Satellite /Data)
CCNA.
MS PROJECT
Windows NT and TCP-IP.
UNIX SCO
BMC
Management skills for Healthcare Excellence Leadership Development Program
Leading with Cultural Intelligence
Coaching Skills
Harvard ILEAD Program
Emotional Intelligence
IBM Cloud Service Management and Operations
Languages:
Arabic- Native
English
German
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