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Tech Services Specialist Resume

SUMMARY

  • 6+ years of experience working in large IT and ICT environments
  • Highly competent in Technology Service Operations: incident management, change management, service request and project request.
  • Certified in Cloud and Data Center Virtualization services (AWS, VM Ware)
  • Skilled in working with Business/Vendor/Clients in implementing new services, system upgrade, and/or maintenance activities within SLA.
  • Experience in providing backend support for Windows/Linux web portal and mobile app.
  • Certified IT Infrastructure Library (ITIL) - Foundation
  • Experience with working ticketing system (Remedy, ETS)
  • Strong verbal and written communication with a customer service orientation
  • Experience in Unix/Linux, Windows PowerShell scripting to pull reports from database
  • Graduated with Higher Diploma in Telecommunication and System Administration
  • ISO Certified for security best practice

TECHNICAL SKILLS

Scripting: Unix, Linux, Windows PowerShell

Tools: Citrix, PIM, Visual Studio, AS400, Remedy, IBM Unica

Platforms: Windows Server 2016, 2008, LINUX, UNIX, SQL Server

Others: MS Office (Word, Excel, Outlook, OneNote, PowerPoint, Visio), MS Project

PROFESSIONAL EXPERIENCE

Tech Services Specialist

Confidential

Responsibilities:

  • Installs operating system software, patches and upgrades; performs installation, maintenance and user support
  • Performs system and data backups, recovery, and wipes
  • Leads in the technology department to achieve Sales & Service targets
  • Assist in all business areas, and associate training supports
  • Partners with Manager to achieve goals for the technology department
  • Provide Desktop Support; troubleshoots and resolves system hardware, software and networking issues
  • Test, Diagnose, troubleshoot and repair laptop, desktop, smartphones and tablets
  • Communicate with the customer explaining technical issues in an easy to understand manner.
  • Provide the customer with the complete solution by offering mobile device accessories, product insurance
  • Greet customers and answer phone calls in a professional, courteous, friendly manner.
  • Work with the Team to maintain the cleanliness and professional appearance of the store.
  • Utilize the Point of Sale system to maintain an accurate record of customer information and real time status of customer repairs

IT Application Analyst

Confidential

Responsibilities:

  • Manage Incidents and Service Requests, Change Request and Project Request across various OSS/BSS technologies
  • Supervise various system upgrade and weekly housekeeping activities
  • Facilitate and work closely with multiple Technology Operation segments
  • Elements of BSS / OSS / UMTS
  • Privilege Identity Management (PIM), SMS Connect, USSD, Citrix
  • Manage Number Portability (MNP)
  • Number Locking System (NLS) & Unified Inventory Management (UIM)
  • Bill Formatting & Generation
  • Self Service Machine by SEDCO
  • Dealer Management System by Celfocus
  • Electronic Customer Registrations by Celfocus
  • Mobile Device Manager by AirWatch
  • Campaign Management System by IBM Unica

Packet Core Specialist

Confidential

Responsibilities:

  • Manage Incidents and execute Service Requests within Packed Core & Roaming platform
  • Participate in various Packet Core and Roaming maintenance and upgrade activities
  • Monitor National and International 3G and LTE Roaming validating Intersystem coordination
  • Monitor Bearer QCI value validating with the ARP value assigned
  • Coordination with local vendors, such as Alcatel (BICS, Syniverse, TATA), Huawei and Roaming Partners
  • Monitor Link status and alarm using RIA, IRIS and manage tickets using Remedy tool
  • Prepare Weekly, Monthly report for the service performance used during meetings
  • ASR5500 EPC - Product Suit System Administration & Configuration
  • Certified Implementing Cisco Service Provider Mobility LTE Networks
  • External DNS Prime Network Registrar 9.0
  • Understanding of Core Network Architecture - MME, HSS, PGW, SGW. IMS, PCRF, SGSN
  • Function and structure of various S interfaces using signalling protocols GTPv2, Diameter, SCTP and user traffic via GTPv1

Developer Experience Specialist

Confidential

Responsibilities:

  • Run Developer and IT Pros Boot Camps and Student Coaching Nights
  • Oversee Academic engagements between Local Universities and Confidential Qatar
  • Collaborate with other Confidential subsidiaries for logistic operation

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