Mohanad Ahmad Email and Phone Number

• Perform Configuration Management activities relating to the identification, control, and tracking of systems and equipment.• Plan, manage and control the Configuration Management Database (CMDB) to ensure the accuracy of configuration data and proper reporting and efficiency.• Monitor and maintain the health and accuracy of the CMDB by leveraging dashboards and troubleshooting identification, reconciliation, patterns, and mid servers.• Collaborate with various stakeholders and CI data owners to ensure the quality of the CMDB data is maintained and all configuration Items are up to date• Works to improve CI data integrity regarding classes, naming conventions, attributes, data sources, and relationships• Conduct data quality analysis, provide recommendations to address data quality issues, and manage the implementation of approved recommendations• Drives visibility on unauthorized CI changes or alterations to the environment• Supports the Configuration manager in the development and maintenance of CMDB policy, processes, andknowledge base• Recommend, design, plan, and implement automation to improve the configuration management database (CMDB) processes.• Assists in conducting configuration audits and reconciliation.• Proactively works with other ITSM processes to understand new requirements.• Productively participate to fulfill assigned configuration requests.• Periodically conduct meetings with stakeholders to ensure smooth processes.• Provides technical expertise and collaboration with process owners, service/application owners, and infrastructure management.

• Manage and supervise day-to-day call center operations to increase customer acquisition & satisfaction. • Build and monitor effective working relationships with internal and external departments. • Observe, monitor, and report complaints trends. • Manage and track SLA for all processes and maintain the levels as agreed with the clients.• Supervise technical customer services team• Train new employees on all existing technologies (ADSL, VDSL, FTTH, IPTV, Broadband, Fibernet, Wi-Fisolutions, WiMAX service, Wireless Service, Connect "USB", Broadband Services, and Green Net )• Train new Employees on relevant troubleshooting software. (Network Analyzer, DSL GUI, OneView, Tawasul system, Avaya, home device manager (HDM), the integrated system)• Ensuring and improving the quality of service (QoS) provided by the customer service agents, to resolvecomplaints, and improve call center KPIs like AHT, THT, the time of stability, and overall productivity of the 906-call center.• Follow-up with frequent breakdowns and general problems that come to the center, collecting samples offailure, determining the services and the affected BRAS, Radius, Exchanges, Frames, Slots & Ports, etc., and examines it and follows up with other departments to resolve problems.• Monitor employee performance and focus on enhancing productivity and quality.• Perform any other duties assigned related to the nature of the work.

1. As Business Analyst (Jul 2014 till Jan 2017)• Translating, Eliciting & Simplifying the requirements• Meeting with clients & analyze the requirements of customers, stakeholders & management• Implement advanced strategies for gathering, reviewing & analyzing data requirements• Coordinates appropriate staffing allocation and availability of staff in order to achieve service-level objectives.• Administers volume contingency action plans as deemed necessary and appropriate.• Keys daily exceptions, updated schedules, and responds to escalated issues and ad-hoc requests.• Ensures that all reports originating from the department are accurate and reliable.• Apply best practices for effective communication & problem-solving.• Enhanced technical Centers B.O. policy, process & procedure.• Participated in business Process re-engineering /Automation & operational transformation• Increased Business Process Improvement & Cross-functional Management• Reduced defects, costs, cycle time, Process wastes & Improve productivity.2.Process Development Supervisor (Jan 2014 till Jun 2014)• Assisted Mckinsey consulting in the tier development process for a consumer call center.• Enhanced Work Environment, People, Systems, and Processes (Procedures).• Ensured all Pilot Project Goals were achieved (Specific, Measurable, Attainable, Realistic &Time-Bound“SMART”)• Drive KPIs (ACO, ACR, Aban Rate, CSAT, FCR, ASA, AHT, SL, AR, ACH, Quality and Adherence, etc.)• Develop Pilot Project “Start-Stop-Continue” Exercise3.Technical Support Expert (Oct 2009 till Dec 2013)• Improved & enhanced Call Center Metrics.• First Call Resolution (FCR).• Maintained Service Satisfaction Rate (CSAT).• Ensured Average Call Duration.• Monitored call quality and service provided.• Time to Resolution.