Ahmad Samra Email & Phone Number

Espoo

Helsinki, Southern Finland, Finland

Tampere, Pirkanmaa, Finland

Tampere Area, Finland

United Arab Emirates

Presales activities:1. Handle BSS and VAS cases from Europe, MEA, LATAM and APAC regions2. Work as Solution Architect for RFx cases concerning BSS and VAS systems, and provide the best technical analysis and solution that fit customer requirements.3. Involve in technical audits (Infrastructure, services, platforms, and security) and provide the recommendations and solutions based on system performance and latest technologies.4. Create financial plans for RFxs and participate in bid activities.5. Help to optimize the technical solution related to mobile applications and its development.Demo center activities:1. Work as a 1st line support for the following: a. Prepare demos for customer presentations. b. Conduct product presentations for customers, internal sales webinars, and training. c. Administrate and maintain the demos in the cloud. d. Import/export/configure demos to be deployed on local demo machines.2. Work as a 2nd line support for the following: a. Prepare the demo environment for software installation/upgrade. b. Install/upgrade BSS and VAS products in the cloud. c. Participate in the activities to integrate BSS and VAS systems with other 3rd party systems. d. Do R&D for optimizing the demo performance and availability on the cloud. f. Participate/Lead R&D activities for new prototype products.

United Arab Emirates

1. Handle VMS/IVR/SRF services & projects in MEA and Asia regions2. Support Telecom day-to-day service operations.3. 24/7 on-call for first & second line supports.4. Install and test all software to be deployed on the customers' systems.5. Maintain Dubai lab environment for testing newly released software.6. Do R&D and software development for creating mobile interfaces with VAS products (Visual voicemail iPhone/iPad applications).7. Communicate with 3rd line support for VAS products.8. MYSQL Administrator (Install, support, and maintain).9. Linux Administrator (Install, support, and maintain).

Syria

1. PBX programming, maintaining & controlling:2. Voice programming (dial plan - routes -trunks (ISDN, IP) - extensions - E1s)3. Daily checking for system errors and alarms.4. Coordinate with Technical and IT depts for PBXs' connectivity issues.5. Call Center programming, maintaining &controlling: 6. Create Overflow rules for (VDNs -Vectors - Hunt Groups (SPLITS/SKILLS) - ACDs - Agents).7. Utilize Call Center's rules and concepts for helping CC agents to optimize their performance.8. IVR programming, maintaining &controlling:9. Design a new IVR (rules, database connectivity (ODBC - ADO - Web Services), prompts, menus & reports) "Responsible for Syriatel's 111 IVRs in addition to three Call Centers (Aleppo, Damascus, Homs)"10. Develop 3rd party applications for monitoring issues and also for integrating with other Syriatel applications.11. Wall Board programming (designing new templates, installing & maintaining)13. AudioNet and E-ware recording systems:14. Configure, Maintain & Control recording ports - servers - DBs.15. Build designed queries for CS - MKT depts.16. CMS (Call Management System) configuring, designing, Maintaining &Controlling: 17. Configure Call Center values for reporting issues.18. Maintain CMS DB from data loss.19. Design newly customized reports (153 new reports).20. CTI (Computer Telephony Integration) & AES:21. Configure, monitor and control CTI and AES servers.22. Program CTI Listeners using JTAPI classes and interfaces (third party applications).23. Database administrator: Administrating, monitoring and maintaining Telephony Database.(Oracle 10g -Linux)

Syria

1. Coordinate with MIS Prepaid, MIS Billing, MIS Mediation, MIS Operation 2. Coordinate with Technical (TBO - CTS)3. Coordinate with Credit department for billing issues (Reconnecting Bad Debt lines - premium services)4. Coordinate with IT department for Call Center's Apps (Help Desk - Infrastructure)5. Test all Syriatel Services6. Prepare presentations and reports (Billing - Services)7. Call Center in charge person on night shift8. Coordinate with Supervision NSS & BSS (Activating - Deactivating services - Coverage problems...)9. Prepare presentations and reports (GSMs problems - New Syriatel Services)

Syria

1. Coordinate with Technical Department especially CTS technicians for IVR & Telephony problems 2. Send SMS to Syriatel Subscriber (Invoices - Deposits - Advanced Payments - Birthday - Advertisements - VIP...)3. Send Cell Broadcast Messages to all Syriatel Subs (Weather - Advertisements...)4. Program Call Center's Applications (Overtime - Vacations - Statistics)5. Prepare presentations and reports (Service Level - Daily Analysis - Call Center's Skills distribution - Incentive...)6. Write Procedures and Job Descriptions for CTS Coordinator 7. Give training to new Call Center's Reps on IVR, SMS service, Cell broadcast, Wallboard and running Call Center from technical point of view