Manager of Technical Customer Complaints Resume

SUMMARY

Engineer with six years of experience in the field of cellular wireless networking and designing a full indoor wireless solution for large commercial properties such as hotels, restaurants, and medical centers

TECHNICAL SKILLS

Systems: Windows Server 2003

Administration: RF Planning Tool, Active Directory, MS Exchange 2003

Networking: GSM, 3G, LTE, LAN/WAN, TCP/IP

Software: iBwave, MapInfo, Citrix, Data Warehouse, TEMS, AutoCad, Visio, MS Office Suite ( Word, Excel, PowerPoint, Visio)

Languages: English, Arabic

PROFESSIONAL EXPERIENCE

Manager of Technical Customer Complaints

Confidential

Responsibilities:

Identified and fixed GSM, GPRS, 3G (2100 and 900) problems while coordinating with Wireless Engineering Department units and Technology area concerned entities
Analyzed root causes of problems while conducting numerical measurements (drive tests, spectrum measurements…), and reporting the technical description of the situation and checking the implementation of the solutions
Troubleshot wireless problems related to 2G, 3G and 4G using OSS KPIs and drive test measurements, checking and detecting several types of alarms on OSS
Conducted test diving and data collection using TEMS investigation
Checked the performance and degradation of the sites by using NETACT and DATAWAREHOUSE software
Prepared proposals for specific complaint resolution including budgetary information in collaboration with concerned entities within the company

IT Administrator

Confidential

Responsibilities: