CAREER OBJECTIVE
A qualified and technically adept communications engineer with 4+ years of experience that entails telecom network operations and maintenance, managing value added services, troubleshooting and project execution. Adept at planning and expanding networks, coordinating with various technical teams, and possess knowledge of latest telecom equipment and technology. Handled assignments concerning different types of networks (GSM, WCDMA, and LTE). Maintain a track record of consistent performance and reducing cost by providing innovative solutions. Looking for the role of Core Network Engineer to deploy knowledge, technical expertise and experience and contribute to organizational objectives.
SKILLS
• Telecom Network Architecture & Infrastructure Management, Network Optimization,
• Maintenance, Technical Troubleshooting, Root Cause Analysis, Solution Implementation
• Telecom Standards, GSM, UMTS, VAS, CDMA, WCDMA, HLR (Home Locating Register)
• SIGTRAN Protocols, SS7, SMSC (Short Message Service Centre), SMPP (Short Message Peer to Peer)
• Mobile Devices, Mobile & Cellular Communications
• LTE Mobile Broadband Technology, GPRS, TCP/IP
• Customer Service, Query & Complaint Resolution, Customer Satisfaction
• Oracle Database, Cisco Switches & Routers
• Team Handling, Training, Performance Monitoring
• Presentation, Communication, Analytical and People Management Skills
PROFESSIONAL EXPERIENCE
NSS O&M Engineer - IN & Core Networks Operations, Sep 2014 – Feb 2016
Orange (Jordan)
Key Responsibilities:
• Responsible for installing, configuring and troubleshooting various core network nodes that include MSC / GMSC / HLR / MSS / MGW / SGSN/ GGSN / MME / SGW / PGW /SDM (HSS/VHLR).
• Identified and isolated network problems, communicated these to the respective technical support teams, and ensured early resolution.
• Closely monitored all system parameters to verify that system performance was satisfactory, immediately took corrective actions in case any parameter exceeding the prescribed range.
• Optimized network performance and ensured that the network was running most of the time through proper maintenance, and speedy response to network failures / technical issues / breakdown.
• Applied expertise and knowledge of multiple telecom protocols (MTP, SCCP, ISUP, BICC, TCAP, SIGTRAN, SIP) to improve network quality.
• Oversaw operations involved in call processing and call controls across technologies like WCDMA, GSM & LTE.
• Configured SS7 (Signaling System 7), and analyzed and resolved any technical problems to facilitate smooth exchange of information over the signaling network; handled issues related to Service Switching Points, Signal Transfer Points and Service Control Points.
• Responsible for handling core node capacity planning issues, and ensuring that network is not overloaded that could lead to slow data transfer speeds and network inefficiency.
• Oversaw network security issues, supervised routine maintenance tasks and carried out preventive maintenance to reduce occurrences of failure.
• Prepared maintenance reports, documented any faults identified in the network along with the corrective action taken for future reference.
Value Added Service Engineer - IN & Core Networks Operations, Sep 2013 – Sep 2014
Orange (Jordan)
Key Responsibilities:
• Oversaw VAS and IN (Intelligent Network) nodes, ensured that services met expected standards and responsible for VAS protocols that included SMPP, SNMP, SS7, M3UA and Sigtran.
• Managed all VAS services, supervised all functionalities, maintained and tested services to verify quality and availability.
• Supervised upgrades and deployment of services to improve customer satisfaction scores, coordinated with technical teams to resolve issues.
• Carried User Equipment (UE) testing in line with the assigned protocol stack to confirm compatibility with the services being offered.
• Deployed SMPP protocol for VAS node integration, audited VAS network and identified areas of improvement to make services more efficient.
• Analyzed customer feedback, understood issues they faced with the services and recommended corrective measures, facilitated customer retention.
• Installed, tested and commissioned integrated Mobile Telecoms product at customer site; provided technical support post commissioning.
• Provided second line support to escalations received from first line support, diagnosed cause of faults and provided practical solutions.
• Collated and analyzed network performance data, and submitted Network Manager for review and decision making.
• Carried out frequent network inspections to determined potential problems and take proactive measure; recorded any technical issues and conveyed these to the manager.
• Coordinated with engineering teams for product and engineering design issues, suggested improvements in the design where feasible.
• Responsible for resolving any concerns that were with USSD, SMS, APN etc.
Customer Support Engineer, Feb 2012 – Aug 2013
Orange (Jordan)
Key Responsibilities:
• Designated as the first line of technical support for corporate and VIP customers; ensured reliable support to these customers regarding internet and mobile services that included ADSL, AVPN, Leased Line, IPVPN, Frame Relay, ISDN; Basic and Primary, P2MP, Mail Hosting, Web Hosting, Mobile services.
• Deployed tools like network Analyzer, Radius, CCBS and Billing tools to render effective and timely services, and helped keep the customer satisfaction index high.
• Responded to urgent technical support requests, oversaw troubleshooting of problems in networks and escalated specific cases to the maintenance teams as per defined FT and Escalation procedure.
• Maintained records of major incidents (network failures, high level escalations), apprised the management of the same and also communicated the measures taken to resolve issues.
• Performed quality tests on the network to ensure all applications were running to standards and forecast potential problems.
• Supervised the customer helpdesk, ensured speedy and adequate responses to customer complaints, determined root cause causes of problems and provided solutions.
• Raised tickets regarding any problem brought to notice by the customers, forwarded these to the appropriate department/personnel for resolution and made adequate follow-ups for in-time resolution.
• Provided technical consultancy regarding web and email hosting services, gauged client requirements and suggested appropriate networking solutions.
JEA Trainee Engineer, Sep 2011 – Jan 2012
Orange (Jordan)
Key Responsibilities:
• Employed the Operations and Support System (OSS) for monitoring and managing the network nodes - BSC, BTS, HLR, MSC, VMS, SCP,SDP, BGW, MMC, SMSC, MSC-Server, MGW; verified that all network performance parameters were in accordance with standards, and reduced network disruptions.
• Carried out detailed problem investigations and analyses from the network management centre, initiated effective measures to resolve these and brought down site intervention cots.
• Provided technical support to the L1 teams at site, guided team over the phone regarding the process for identifying, segregating and resolving problems speedily.
• Analyzed recurring BTT and Transmission problems, determined the exact technical reasons and sequence of protocols preceding the problem, and established measures to minimize these.
• Used the OSS technical tool to troubleshoot GSM network problems, implemented Level1 rectification measures to correct any issues in the network.
• Administered the Minilink (Microwave network) using Netman application, and ensured that all network applications and services remained online for maximum possible time.
• Raised and forwarded tickets regarding network faults to appropriate personnel and ensured resolution within turn-around times.
• Responded to escalations and major incidents, coordinated with maintenance teams for effective resolution, and communicated incidents to management.
• Oversaw network testing to ensure compliance with quality and adherence to standards processes.
• Handled Mass Problem Tickets (MPTs) that were missed by the problem reporting systems but brought to notice by customer care; updated customers and management with resolution status.
• Participated in preparing work schedules for various work teams, coordinated with teams to assign priority works.
• Prepared reports detailing daily network problems, quality issues, SLA non-conformance, KPIs etc.
PREVIOUS ASSIGNMENTS
• Feb 2011 – May 2011: Trainee Engineer, Orange, Jordan
EDUCATION
Al-Balqa Applied University, Jordan
Bachelor’s in Communication Technology (May 2011)
PROFESSIONAL DEVELOPMENT
CERTIFICATIONS
• Apr 2015: ZXUN-USPP (HLR, EPC, HSS), Produce Factory Course, ZTE
• Apr 2015: Red-hat Administration 1 &2, New Horizons Computer Learning Centers
• Apr 2014: Multi VAS – VM, Acision
• Feb 2014: Creativity and Innovation, Optimal, Inc.
• Apr 2013: Advanced Communication Skills, Change Zone
• Apr 2012: Sales & Customer Care Customer Service Program, T. Smart
• Jun 2013: Sales & Customer Care Effective Customer Relationship, Talentology
• Mar 2014: Oracle Database-SQL Fundamentals, Tuned Applications
• Jul 2012: Data Services, Orange
• Mar 2013: CCNA, Teleprobe
• NOV 2014: Implementing Cisco IP switching (Switch), Cyber Technical
PERSONAL INFORMATION
• Citizenship: Jordan
• Date of Birth: 17/12/1989
• Hobbies and Interests: New Technologies, Gadgets, Movies, Swimming, Gaming, Traveling
• Language: Fluent in English and Arabic