• Lead a cross functional team of over 200 for successful execution of technical activities. Ensure service delivery excellence, customer meetings, overall performance review and enhance customer experience.• Mentored the team effectively to meet 100% KPI and perform highly using Agile principles.• Consolidated the deployment & security of over 1800km Fiber optic network (long-haul and metro) across 9 cities. Resolve conflicts, take preemptive measures to improve processes based on customer feedback. • Oversaw 100% SLA compliance for Fiber optic/data/transmission network support), IT/Datacom solutions. Implemented maintenance measures to preempt and prevent problems and share potential technical solutions.• Exhibited effective negotiating skills reducing cost by 30% as compared to the competitors. • Ensuring 100% customer satisfaction with strong customer empathy and service level focus, proposing recommendations based on System Performance and SLA trends.• Prepare support quotes for the accounts team 100% on time.

• Maintain composure and act as a role model to the team when presented with challenges, barriers or unexpected results. • Delivered operations support successfully for multinational customer’s worth over 5Million USD annually. Enhanced business growth and partnerships with smart analysis and strategic thinking.• Developed and successfully led a multidisciplinary regional service support center of 7 product specialists to achieve highest performance at fast pace under pressure and provide managed services.• Led solution redesign to improve stability by 80%. while ensuring operational efficiencies, solving problems by thinking creatively and critically based on information evaluation• Reduced customer escalations to 1% from 25% by effective customer account management and communications skills.• Extended operations management for multinational customer systems including SMSCs, MCO, MMSCs, Charging solutions, WAP media Gateways, Self-Subscription Gateways, OMG & Antispam platforms. • Satisfied customer base include Ufone, Warid, Jazz, Telenor, Mobinil Egypt, Mobilis Algeria, Meditelecom Morocco, INWI Morocco, Orange Botswana, MTN Nigeria, Cellplus Mauritius, Mascom Botswana, Togocell Togo etc.• Utilized Agile principles for team’s peak performance achieving 99% target SLA and delivering quality of service. • Slashed support costs for over 30% while ensuring the continuation of services. • Reduced third party escalations by 70% with effective supplier management therefore improved service quality• Oversee trouble tickets/incident management for 100% solution within the target threshold. Initiated interaction, with different internal (European Back office) and external stakeholders in stressful situations.• Promoted within 12 months to global service delivery role due to strong performance and organizational impact.

Promoted up to second level for meeting 100% KPI targets. Used resolving skills to successfully extend second level & project delivery support for Nortel Enterprise Products including Routers, Firewalls, Application Layer Switches, Contact Center 6.0, Multimedia Communication Servers, VOIP Gateways, Wireless Network Management System, SGSN, GGSN, SIG, Radius and Metasolv billing, Prepaid Services Platform, Self Service gateways, SUN servers, Cisco ASA, firewall, intrusion prevention (IPS) achieving 100% SLA.

Support to Nortel customers like Ufone, Warid & DVCOM

Led the team of 5 in Design, deployment & support for Information technology, Data & Networks Security solutions

Delivered Technical design, deployment & support across the country for Data & Networks Security solutions.