Managing RF planning database using Planet (Radio network planning and informationManagement tool for cellular networks multi technology GSM, UMTS, LTE & 5G)

Managing RF planning database using Planet and ASSET (Radio network planning and informationManagement tool for cellular networks multi technology GSM, UMTS & LTE)

-Started as Product Support and Deployment Engineer then Senior Product Service SME , Regional Support QA to team lead and Senior Product Expert in MENA region.• Support Quality Assurance and Analysis by supervising the Helpdesk Tracking System (Incident management), Monitored the daily activities of the customer issues , Delegated support tasks to the most appropriate member of the Support team, Addressed negative customer feedback immediately, Ensured that the team runs smoothly and that customer satisfaction and support standards are maintained• Successfully managed the support projects from new implementation to version upgrades.• Provided professional onsite support including Oracle support and system Audit for all over the mobile operators in the region such as Qtel Qater , Alfa Lebanon , Zain Iraq ,STC ,Asiacell , Orange Jordan, MTN Syria … • Performed and managed a routine health check for customers’ environment to ensure their systems are up to date and effective use of the tool.• Conduct workshop and tool training.• Resolved customer complaints and concerns with strong verbal and negotiation skills• Displayed courtesy and strong interpersonal skills with all customer interactions.• Provided thorough support and problem resolution for customers• Routinely prepared and evaluated CRM reports to identify problems and areas for improvement.• Effectively communicated with team members to maintain clearly defined expectations• Developed and implemented policies, procedures and process improvement initiatives to improve retention rates and increase customer satisfaction• Followed up Support contract renewal with Account manager and customer and proposed Support offer.

•Network Quality of Service Management : provided Daily Network status to Optimization Engineers, Followed with Optimization team all the operations required for KPI Improvement to ensure all KPI Thresholds are met – Call Drop, Call Setup Success and Blocking Rates.•Co-ordination of Network Quality Processes: created and managed of QOS Databases, Proposed enhancements to support network functionality, continuously developed of the existing databases and KPI's.•Network Performance Reporting: ensured Network and Cell Stats are prepared in good time.•Processed daily worst performing cells and provided an action plan. Identifying any hardware or software problem including faulty paths, DRIs, Path balance, VSWR, toggling microwave links/sites.•Monitored Motorola’s NHA systems (Network Health Analyst) to identify traffic affecting problems on Network•Collected CTPs (Call Trace Protocol) to traces lack of coverage, predict traffic source.•Network Performance Management: Provided daily network status & isolate network faults, Produced status of the KPI's – Cities/Network/BSC's, followed up the validation of integrations reports., Prepared solutions to network problems with the help of RF & Optimization Engineers.•Analyzed Jamming in the network by investigating interference stats and Location updates in the affected areas•Customer complaints follow up: Investigated cause of radio network problems, Request and Analyze drive tests; solved the network problems through optimization.•Radio Measurements: Provided Cell file for TEMS Investigation to Drive test Engineer, Analyses drive tests and provide measurement reports using TEMS Investigation & MapInfo Professional, Drive tests follow up with Optimization & RF engineers for actions plans.

Programmed MS Access Database for warehouse transaction, Sales & Incomes with Tracking &Repair.

Network Administrator (2000 server Domain controller)Administrating SQL & Exchange 2000 Server (install, Design, maintenance & manage)Programming Databases Projects for maintenance & inventory Engineering Dept.Tracking &Repair Data entry, Reporting Preparing required schedules, plan charts & follow up their executions