Khalid Hmdan

Experience

• 

  SMS Co AlMa'asher group

  Aug 2008 - Apr 2009

  Network Engineer

  PRE-SALES & POST-SALES ENGINEER: SURVEY, DESIGN, INSTALL, SUPPORT

• 

  Zajil Telecom

  Apr 2009 - Oct 2019

  o Work with technical teams as a point of contact for expert recommendations & solutions for all customers.o Act as a presales position to work with sales teams for suitable solutions based on customer's requirements.o Meet with customers when other teams require (Sales or Technical teams) to identify customer's needs & wants.o Design & test solutions to identify any missing pieces & to optimize provided solutions.o Coordinate with all vendors & make sure that solutions requirements are fulfilled.o Responsible for all training & knowledge management including training all new comers for technical & not-technical teams. Show less o Planning for Network Operations Department & work on strategies to achieve continuous quality improvement & to put strategic goals for the department, & follow to achieve them. o Planning for all NOC resources based on continues environmental changes. o Put training & development plans for NOC department & supervise it to assure that they are aligned with department’s requirements & exceeding them. o Managing all NOC teams (CNOC, INOC, SMB, NHM) & Provide 2nd Level & 3rd Level Escalations. o Ensure & Guide teams to follow the procedures & work to provide the best environment to achieve it. o Responsible for NOC Recruitment, Selection, & placement. o Conduct Performance reviews, Evaluations for teams, & recommend for promotions or Salary reviews. o Documented all NOC SOP’s from scratch & making sure to follow them & modify them when required. o Managing all Operations for Installations & Support Services. o Documented NOC training manual for new hired resources from Scratch. o Coordinating with 3rd Parties to get the best services for Customers. o Providing Solutions for Customer based on coordination with Technical Teams. o Make Presentations for Projects & Meet with clients for quality assurance & customer satisfaction. Show less

  • Technical Consultant

    Oct 2018 - Oct 2019

  • Operations Manager

    Jan 2014 - Oct 2018

  • Senior Supervisor NOC

    Jun 2011 - Dec 2014

  • NOC Engineer

    Apr 2009 - May 2011
• 

  Trilogy

  Jul 2019 - Aug 2019

  Customer Support Manager

  o 1:1 meetings with agents where the metrics are reviewed, feedback on the call and ticket analysis is given, and blockers discussed.o Coaching sessions where agents need help/guidance on a specific topic, from soft-skills advice to technical product training.o Weekly meetings enforcing team updates, and process changes.o Monitoring team's performance on a daily basis using our productivity tools to find inefficiencies and create data-driven action plans for bottom performerso Ensuring that customer issues are handled appropriately by the agents.o Perform general management functions to support ongoing infrastructure development and process improvement. Show less

• 

  Zain

  Oct 2019 - Jan 2020

  NOC and SOC Manager
• 

  Unifonic Inc

  Jan 2020 - Jul 2020

  CS Manager

  Customer Support & Client Services Manager

• 

  Estarta Solutions

  Jul 2020 - now

  • Senior Manager - Premium Support and Operations

    Dec 2024 - now

  • Senior Manager - Cisco TAC & Operations

    Jul 2024 - now

  • Cisco TAC Manager

    Jul 2020 - now