Mohamed Ahmed Amin
Dubai
Summary
Experienced Telecom Engineer with 10 years of expertise in optimizing telecommunications networks and enhancing customer experience. Proficient in managing both mobile and fixed networks, I have demonstrated the ability to lead teams in successfully delivering use cases that improve customer satisfaction. Committed to leveraging my analytical skills and detail-oriented approach to exceed technical expectations and achieve business goals
Overview
10
10
years of professional experience
Work History
Expert Engineer
E& UAE
01.2023 - Current
- Studied Fixed Broadband Network Architecture and the different services provided over it
- Developed new KPIs which impacting Customer experience from available tools
- Collaborated with other departments to facilitate successful project completion.
- Created detailed reports on activities and findings.
- Developed positive working relationships with stakeholders to effectively coordinate work activities.
- Identified major issues in the FBB, such as package mismatches, which impacted customer experience
- Conducted a study on high-utilization network elements and links including (OLTs , APEs , EMIXs,...)
- Analyzed the top worst-performing areas based on Ookla tests
SOC Operation Manager
Huawei
12.2021 - 12.2022
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Presented to top level management all SOC use cases
- PS , CS and IMS data mining and analysis using SQL and tableau
- helped in the integration of SmartCare features(CCA and CCH) with Etisalat Customer Care team
- Key Events Assurance management
- Managed to automate many new Dashboards related to Customer experience
- Had meetings with different teams in Etisalat for SOC-NOC collaboration process
- Accomplished multiple tasks within established timeframes.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Developed detailed plans based on management guidance and direction.
SOC Demarcation Team Lead
Huawei
06.2020 - 11.2021
- Led the Demarcation team for the Huawei-Etisalat SOC project.
- Automated numerous dashboards related to PS/CS/IMS domains.
- Reported problems with root cause analysis for issues that appeared in the network.
- Contributed to the enhancement of various KPIs across different domains (e.g., IMS Register SR, PS Attach SR) by analyzing SmartCare tables and fields using SQL.
- Introduced additional KPIs, such as silent calls for IMS.
- Updated several KPI formulas related to PS/CS/IMS domains according to customer network requirements and requests.
- Analyzed VVIP complaints using SmartCare features and traces.
Telecom Engineer
Huawei
11.2014 - 06.2020
- Learned how to extract data from probes to use it in useful cases.
- Monitored the main KPIs/KQIs for the Etisalat network and reported the main causes of incidents.
- Participated in the creation of new KQIs (Key Quality Indicators) to assess the user experience from end to end.
- Audited network performance from the end-user's point of view and suggested action points to enhance the overall user experience across the network.
- Participated in creating useful business cases which added great value to Etisalat (e.g., 3G locked users, top worst VIP areas, etc.).
- Handled some VIP complaints before the SLA deadline and with accurate problem detection.
- Attended technical meetings with high-level teams to resolve technical issues in the network.
- Identified problems in the main applications used by users, such as Facebook and YouTube, focusing on the main servers causing these issues.
- Conducted assessments after major actions by Etisalat that could impact the network (e.g., TCP optimization, etc.).
- Designed formulas to obtain the KPIs for VOLTE in the SMARTCARE system.
Education
Bachelor of Engineering - Communications Technologies
Ain Shams University
Cairo06.2011
Skills
- SQL Software
- Microsoft Office
- OSS
- Tableau
- Work under pressure
- Good presentation skills
- Good Communication skills
- Team Leadership
- Goal Setting
- Customer Retention
Timeline
Expert Engineer
E& UAE
01.2023 - Current
SOC Operation Manager
Huawei
12.2021 - 12.2022
SOC Demarcation Team Lead
Huawei
06.2020 - 11.2021
Telecom Engineer
Huawei
11.2014 - 06.2020
Bachelor of Engineering - Communications Technologies
Ain Shams University
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