Engineer Customer Service

Since **/**/****:Pre-sales Engineer with Acision Dubai:

• Respond to RFPs/RFIs/RFQs as per customer requirements

• Managing coordination with sales teams in customer technical requirements, suggesting different technical solutions to help them to grow their business in the area of Value Added Services

• Responsible for pre-biding, technical proposal write up, bid costing and system designing process

• Providing timely help to our customer in MEA to meet their business requirement

• Deliver technical and commercial presentations to our customers

• SW/HW quotation

• Handle technical discussions with BUs and Products Managers

From 27/09/2009-01/05/2011: Customer Services Engineer with ACISION Dubai office

• Deployment of Acision Vas Products (MMSC, SMSC, GBG, PSA, OMG, BT) in MENA Region.

• Handling ATP with Customer in MEA region.

• Provide remote and on-site Support for customers in the region.

• Following up deployment projects with customers over the region until handover to support team

• Owns and resolves 1st & 2nd line customer support requests in accordance with customer service levels

• Writes complex methods of procedures

13/10/2006 to 20/09/2009: technical support VAS Engineer at Méditel (2nd Mobile Operator in Morocco), Casablanca.

• Administration, maintenance and support of the Operator’s VAS platforms: SMSC(Acision), BT (Business Tools), MMSC(openwave), WAP Gateway(Openwave), SMS Gateway,USSD GW(Orga), VMS(Trilogue,Insight)Comverse, Comverse iSMSC, RBT, BUA(Gemalto),SIMSWAP,OTA (oberture)

• Involved in the integration of new platforms: RBT (Ring Back Tones), MIB airwide (Messaging Broker, platform used by Services Providers to connect to VAS SMSC, MMSC and WAP Gateway).

• Participates in 24 hr on incident on call support

• Analyze log files and debug to assist in problem identification and resolution

• Contacts with vendors and VAS services providers.

• Configuration and troubleshooting of VAS services and network.

• Participation in the Acceptance Testing of new platforms/services.

• VAS Services Trouble Tickets management (reported by Customer Care team).

• Participation in the technical evaluation of suppliers.

• Provide support for services providers (VASP) connecting to VAS servers.

• Provide maintenance checks/procedures documents.

• Development of tools and shell scripts for monitoring systems/services and make reports automatically.

• Generating reports on VAS services and ensure corrective measures are taken.

• Participation in a monitoring project of VAS services and systems using HP Openview, NNM, SNMP

From 12/11/2005 to 01/10/2006: technical support engineer at Huawei technologies,

- Put into service different dslams MA5100, MA5103, MA5600, MA5603

- Configuration of IP-dslams for the project triple play (internet, IPTV, VOIP) within IAM

- Supervision of IAM DSLAM network with IMANAGER2000

EDUCATION

2002 – 2005 EMI (Mohammedia School of engineers) Rabat, Section: Telecommunication.

2000 – 2002 CPGE (Preparatory Classes to Engineering Schools), Mathematics and Physics, Ibn Mandour college, Casablanca.

1999 – 2000 Baccalauréat (Mathematics Sciences), Med V college Casablanca.

TECHNICALS SKILLS

- Experience in Value Added Services (VAS) platforms : Acision SMSC 5.2, Acision BT 2.7, Openwave and Acision MMSC and WAP Gateway,HSP, Comverse VMS ,voice sms,RBT, gemalto OTA and Sim swap ...etc.

-Experience in Acision Billing Gateways:GBG,PSA

- Protocols: TCP/IP, UCP & SMPP (SMSC), OTA, USSD, SNMP,SOAP,diameter,ericsson Scap v1,v2 diameter,RTPP,SPBP…etc.

- Telecommunications networks : GSM, GPRS

- Good knowledge of voice and data traffic, signaling protocols: SS7, MAP, sigtran (SUA, M3UA)

- Operating Systems: Sun Solaris 8 & 9i, OpenVMS, Linux, True64

- Databases: Oracle, Informix, SQL Server, MySql, Ldap

- H.A: Veritas Volume Manager, Sun Cluster, Redhat cluster

- Backups and data recovery tools: HP Data Protector, Legato Networker.

-Dataprotector, IMSS (trend micro), Postfix, UCP, SMPP

- Network Administration: Switching & Routing, Cisco Pix, Cisco ITP, alteon load balancers

- HP Openview,

-Exchange cluster,veritas cluster,SAN(MSA,EVA4K),SAN switches, ISA server 2006,RDP,ILO,SMTP/POP3/IMAP4,MTA,IIS,MMC,Apache

-Hardware: servers HP (blade), SUN V240, Storage 3300, SAN switchs, Brocade, GbE2c switches, MSL6030

- Business Object XXI

TECHNICAL TRAININGS

- SUN solaris 9i Administration.

- Oracle 9i DBA I .

- Ericsson WCDMA Trainings : System Overview/ Air Interface/ RAN Network Design/ RAN Performance Management /RAN Protocols & Procedures / WCDMA-GSM Intersystem Handover / HSDPA System Techniques.

- Advanced Signaling MAP & ISUP.

-Training on Openwave WAP GATEWAY

-Training on Openwave MMSC3.5 in Belfast Northern Ireland

-Training on AAG 1600 in Dubai

- Training on Acision MMSC 3.0

-Training on Acision GBG in Dubai

- MS Windows Server 2003 administration & maintenance.

- Exchange server 2003 administration.

- HP OpenView Operations (HP), Performance Manager (OVPM).

LANGUAGES

French

English

Arabic

HOBBIES

New technologies, Travelling, foot-ball & Cinema.

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