Mohammed Umar Ahmad

Experience

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  Mohindra & Co.

  Apr 2011 - Apr 2011

  Administrative Assistant
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  Goldline Cars

  Apr 2012 - Feb 2018

  Dispatch/Booking Agent

  This role involves booking and managing jobs via calls or in-office, as well as some general administrative work such as releasing/holding local funds (logging, etc.).A high degree of communicative skill and diplomatic capability is crucial to keep clients satisfied (both individuals/groups and companies) and resolve any issues which may arise promptly and appropriately.

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  Huawei Technologies

  Oct 2018 - Nov 2020

  Process Engineer

  Developing, maintaining and improving processes to support the H3G Chariot Project, a national scale "S-tier" project with an annual budget in the millions.Also developed a Continuous Service Improvement Process framework, acted as the CSI lead and Third-Party manager for Operational Third-Parties.

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  Connect44

  Nov 2020 - Apr 2021

  CSI & Third Party Manager

  Responsible for Continuous Service Improvement (CSI) and Third Party Management for the Phoenix Project, working to proliferate the practice to other Third Parties and promote interworking.Key escalation for Third Party issues within a complex multi-company environment, responsible for productive collaboration with the Operations team and customer Third Parties.

• 

  Ericsson Digital Services

  Apr 2021 - Mar 2023

  SOC Service Performance and Improvement Lead

  SOC Lead for the Xia project. Accountable for Service evolution, with the key focus of bridging the gap between End User experience and device performance using derived metrics, customer behaviour and sentiment analysis. Created and led a team to drive this in a newly transitioned environment using a very limited toolset and global best practice measures.

• 

  Defence Equipment & Support (DE&S)

  Apr 2023 - now

  Air Engineer