• Led Samsung tech in Palestine, aligning with global standards• Audited IM & CE service centers, supervising quality control• Managed KPIs for operational excellence in service delivery• Trained staff for improved service & technical skills• Reported to SEIL & Dubai RHQ for strategic corporate alignment• Reduced product returns, elevating customer satisfaction• Streamlined parts operations, enhancing supply chain efficiency

• Led nationwide rollout of a high-speed wireless network infrastructure across Palestine, ensuring comprehensive Point-to-Point (PtP) and Point-to-Multipoint (PtMP) connectivity.• Managed a high-performance Core Network with a 10G backbone to guarantee exceptional reliability and speed.• Drove the expansion and quality enhancement of IPTV services, achieving premium multimedia content delivery.• Orchestrated advanced routing and switching strategies to optimize network traffic management.• Enforced state-of-the-art security measures, preserving network integrity against cyber threats.• Oversaw the deployment of a sophisticated VOIP system, providing top-tier voice communication solutions.• Maintained Unix/Linux systems with a focus on stability and security, upholding robust operational standards.

• Streamlined the audit process through automation, enhancing efficiency across the group.• Formulated a comprehensive Audit Methodology tailored for the Technical Audit Department.• Established robust Technical Audit Processes to ensure thorough evaluations.• Successfully launched a fully operational Technical Audit Department.• Conducted in-depth Technical Audits of GROUP IT Directorates, encompassing IT Operations, Systems, and Processes.• Performed Technical Audits for the GROUP Engineering Department, covering NOC, O&M, RF, and Core Operations.• Designed a cutting-edge dashboard to effectively monitor Audit KPIs.• Initiated a global, automated, and online Risk Log to standardize risk management across the group.• Recommended a universal Automated Process Repository to streamline operations group-wide.• Orchestrated and executed comprehensive global security audits for the group.• Delivered insightful Audit Reports to the board of directors and audit committee.

• Spearheaded the development and execution of strategic action plans, adapting to dynamic needs to achieve KPIs across PR, Technical, QC, & Store departments.• Oversaw continuous improvement initiatives to enhance BCI KPI performance.• Enforced adherence to corporate policies by all technical service team members.• Allocated resources and delegated responsibilities within the technical services department.• Integrated technical services procedures with customer care operations to streamline workflow.• Maintained regular communication with the SELV team to align on BCI KPI progress.• Analyzed technical team reports to measure Long-Term Retention (LTR), Repeat Repair Rate (RRR), and productivity.• Conducted weekly RRR analysis to identify and implement corrective actions.• Collaborated with the SELV team to review and refine KPI strategies.• Authorized monthly technician incentives to drive performance.• Enhanced customer experience by monitoring feedback and optimizing service processes.• Initiated and managed promotional campaigns to boost brand visibility.• Fostered and maintained vendor relationships to ensure effective communication.• Generated weekly reports to identify opportunities for operational improvement.• Managed daily operations across three service centers, ensuring excellence in service delivery.• Coordinated extensive travel across the West Bank and Jordan for operational oversight.• Supervised social media platforms and company website to engage customers and promote services.• Collaborated with the sales manager to design and execute impactful marketing campaigns.• Partnered with sales, procurement, and finance teams to forecast quarterly spare parts inventory needs.

• Spearheaded management of team and organizational KPIs for major banking enterprise call centers.• Crafted strategic roadmaps for IT, commercial, sales, and customer care divisions.• Presented analytical reports and product development insights to the board of directors.• Engineered large-scale call center solutions, including Wataniya Mobile, Reach, Transcend, and Sawa Call Centers.• Fostered collaboration with global cross-functional teams to architect software solutions addressing intricate business challenges.• Partnered with senior management and executive leaders to conceive and execute plans for cutting-edge software product innovation.

• Led PSDM, bridging IT & business as sole interface, steering project manager team for product development• Implemented SharePoint app for tracking commercial products from inception to market launch• Established SLAs with commercial departments, standardized IT processes to eTOM, and unified project management• Developed IT governance strategy, managed budgets, and ensured adherence to PMP and Prince2 standards

• Led IP call center team, boosting operational efficiency• Consulted on IVR & automation for Wataniya Mobile customer care• Managed Wataniya Mobile Avaya Call Center daily operations• Implemented Avaya Platform, enhancing call center capabilities• Maintained Avaya system integrity for optimal performance• Established call center processes for consistent quality service• Conducted 360-degree team evaluations for performance feedback• Managed team with SMART objectives for goal-driven environment• Designed SMS platform for efficient call center communication• Optimized call operations with custom predictive dialer• Expanded expertise in Orex, Zoom, and Monet Workforce Management• Developed Loyalty IVR for seamless billing system integration• Automated 50 services with dynamic IVR tree, improving efficiency• Created .Net-based blacklist solution for increased security• Authored operation manuals, upskilling staff on system support• Maintained Avaya system integrity for optimal performance• Implemented Avaya Platform, enhancing call center capabilities• Implemented Avaya Platform, enhancing call center capabilities• Managed Wataniya Mobile Avaya Call Center daily operations• Integrated applications with Avaya for advanced customer management

• Led the strategic design and deployment of Wataniya Mobile's LAN/WAN and IP Call Center infrastructure, ensuring high-performance data management, security, and IP telephony.• Engineered end-to-end corporate network solutions, integrating LAN/WAN, wireless, and VoIP technologies.• Implemented state-of-the-art security protocols utilizing Cisco, Juniper, and Blue Coat systems.• Developed an advanced service edge network, optimizing service provider edge and core network components.• Enhanced IP Core Network efficiency through the design and support of an MPLS network.• Configured and managed complex network routing protocols such as ISIS, BGP, and OSPF.• Oversaw the administration of Cisco Core Switches (6500 series), routers, wireless networks, and ASA Firewalls.• Managed configurations and administration for Juniper SG Proxy, Blue Coat Caching, and F5 Load Balancers.• Executed Cisco IP Telephony solutions, including design, configuration, and maintenance of various platforms.• Directed a high-performing team with SMART objectives, promoting a culture of accountability and results.• Conducted thorough team evaluations bi-annually, integrating 360-degree feedback for continuous improvement.• Standardized operational procedures and processes, enhancing day-to-day efficiency.• Committed to ITIL standards for consistent IT service delivery and management.

• Led SAFAD's local Cisco team, enhancing sales and technical operations• Boosted sales by 20% yearly, exceeding company and Cisco targets• Orchestrated Cisco projects, events, and marketing in Palestine• Developed training and evaluated team performance for growth

Manage the Technical Team also report to the management and board, lead the design and strategy of the company to achieve the business objectives by adopting the latest and state of the art technology within the given budget.Key Achievements• Build and Design ISP Platform using Core, Provider Edge, Routers • Advanced Routing Protocols ISIS, BGP, OSPF• Build and Design Wireless ISP with 20KM Radius using Mesh Technology • Utilize Open Source application to build ISP Platform with excellent administration and operation for the following- Mikrotik for PPPoE, Hotspot , Accesss Controllers - Radius Manager as AAA and Billing - PFsence as Cashing Servers and Content Filter - Elastix as the Call Cente ACD Platfrom - Vtiget CRM as the customer care CRM platfrom with full integration between Radius Manager and Vtiger CRM- Identity Manger for Unified access and authorization system - Using Centos and Webmin to build ISP Services- Installation and configuration of Unix and Windows DNS- Installation and configuration of Unix and Windows FTP- Installation and configuration of Unix and Exchange Mail- Installation and configuration of Unix and Windows Webmail interface• Hand On Skills on HP, D-linke and Cisco Switches Routers and Firewalls • Excellent Unix and Windows Operating Skills • Excellent VMwhere Skills , ESXi, Vspher Cleint, Vspher Center