I managed and maintained the overall availability and reliability of Mobitel's IT systems and contact center platforms, ensuring seamless operations across IT support and service desk functions. I led a team of 10 IT professionals, providing 24/7 support for data center infrastructure, IT systems, and voice communications. I also acted as the escalation point for technical issues while collaborating with cross-functional teams and adhering to ITIL best practices.Key Responsibilities:•Led a technical support team providing Level 1 to 3 support for Mobitel's Contact Center agents and IT team, ensuring exceptional service delivery across multiple locations, utilizing MECM for software deployments and Intune for mobile device management.•Managed IT data centres and end-user computing environments, ensuring 99.9% uptime and reliable infrastructure support for over 1000 devices across Windows and macOS platforms.•Implemented performance monitoring and optimisation tools, driving operational efficiency.•Directed Help Desk operations, overseeing onboarding, troubleshooting, and user support for over 350 agents, including hardware setup and Active Directory management.•Engaged with stakeholders to align IT services with business objectives, fostering seamless IT systems integration.Team Management: Led a team of 30 IT professionals, overseeing Level 1 and 2 support for IT systems and contact centres. Provided mentorship and ensured high performance through continuous learning and development.Service Desk Operations: Managed IT systems and contact center service desks, ensuring incident and request resolutions met SLAsInfrastructure Management: Ensured the availability of IT systems, data centers, and voice communication infrastructure.Project Management: Led IT projects, including system upgrades and implementations, ensuring they aligned with business goals and ITIL practices.

As an IT professional engineering manager, I manage and enforce policies for contact center voice communications, ensuring uninterrupted access to telecommunication features like IVR, contact center services, and third-party integrations. I oversee ACD/PBX systems and ensure smooth operations of voice/video collaboration and branch queue management systems.Key Responsibilities:IT Service Management: Apply ITIL4 best practices to improve service delivery, streamline processes, and enhance customer satisfaction, ensuring IT services align with business objectives.Desktop Support Engineering: Provide technical support for desktop systems, troubleshooting hardware and software issues to maintain high productivity levels.Data Center Management: Maintain availability and reliability of the data center’s facilities to meet high standards and service levels. Act as the primary escalation point for facilities-related issues.Voice Network Management: Oversee the maintenance and operation of PABX and voice networks, including branch offices, and plan for effective voice/video collaboration systems.Facilities Management: Serve as an escalation point for facilities-related issues in the data center. Manage routine and emergency services on critical systems like switchgear, UPS, power distribution, chillers, cooling towers, air handlers, building monitoring systems, and DCIM.Collaboration and Communication: Establish strong relationships with stakeholders to drive collaboration and achieve operational goals.Proactive Monitoring: Use advanced monitoring tools to ensure system performance and reliability, addressing issues before they escalate.Continuous Improvement: Stay updated on industry trends and advancements in IT service management and support technologies, integrating best practices into strategies.Vendor Management: Manage vendor relationships and contracts, ensuring compliance and service delivery meet organizational standards.

VOIP, IVR, PBX

Key Responsibilities and Experience:Telecommunications Design and Consultancy: Develop and engineer radio network topologies to meet performance objectives, including designing DC Power Systems for substations and other telecommunication sites, integrating alternate energy solutions.Network Management: Oversee the planning, management, and development of operational telecommunications networks, including radio-based bearers, Ethernet, SDH, and IP-MPLS technologies. Ensure compliance with ITU-T standards, regulations, and customer specifications.Data Center Facilities Management: Ensure the overall availability and reliability of data center facilities, maintaining service levels and acting as an escalation point for facilities-related issues. Manage maintenance, repair, installation, and troubleshooting of critical data center equipment, including electrical and mechanical systems.Contact Center Operations: Manage voice communication systems, including IVR, ACD, PBX systems, and third-party integrations. Ensure seamless operation of voice/video collaboration and branch queue management systems.Project Management: Deliver project outcomes aligned with safety, quality, schedule, and budget requirements. Develop concepts and estimates for regulated and unregulated projects.Stakeholder Engagement: Establish and maintain strong relationships with internal and external stakeholders to drive effective collaboration and achieve operational objectives.Continuous Improvement: Stay updated on telecommunication advancements, incorporating innovative solutions and best practices into operational strategies.Skills:Advanced knowledge of ITU-T standardsRadio network topologies and DC systemsUPS systems and solution implementationProject and team managementVendor and stakeholder engagementPerformance monitoring and IT managementICT project management and service delivery