Nader Baroudi

Experience

• 

  New Horizons Computer Learning Centers

  Sept 2004 - Feb 2012

  Technical Instructor

  (Technical Instructor and Network maintenance and Developer)Instruct Most of authorized vendor certification programs in Technical and Application.

• 

  Thales

  Mar 2012 - Dec 2012

  NOC Engineer

  NOC Engineer with Mobily Telecom SNFN Saudi National Fiber Network.Monitoring and troubleshooting for Telecom and electromechanically alarms on CTC and CTM.

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  MeaTech - Middle East & Africa for Technology

  Jan 2013 - Oct 2024

  2018 – Up-to-date Riyadh ,Saudi Arabia Lebara Telecom companyITSM ManagerIncident Management - Manage and follow up the Incidents with NOC Team (Proactive Tickets) by use Incident Management Process.- Manage and follow up the Customer incident tickets with NOC Team (Reactive Tickets) by use Incident Management Process.- Managing All NOC Team performance to Create, update & resolve then closer the Issues within SLA /KPI’s time to avoid Breach SLA.Event Management - Develop and distribute ongoing updates/notifications for outages in progress as directed by Service Manager/Supervisor. Initiate conference bridges for outages as part of the outage management process.- Alarms Classification Matrix related to Alarms severity and Make sure system availability as per agreed contract.- Managing the SLA to meet monthly scorecard and customer satisfactionChange Management Request:- Change Management, peer review to all Telecom Change Controls.- Manage Emergency RFC through ECAB to discuss with Lebara Management and agreeIT Service Management: - Problem management Analyze root causes, reduce repeat incidents, and boost your IT help desk's productivity.- Change management Streamline planning, approval, and implementation with automated workflows.- Asset management Optimize asset utilization, avoid vulnerabilities, and ensure license compliance.- Service catalog Showcase your available services to end users,- Responsible for the ITSM tool’s software development life cycle (SDLC): requirements gathering and analysis, design, coding, quality assurance (QA) testing and facilitates user acceptance testing (UAT).- Supports custom reports and dashboards as well as generating KPIs and supporting metrics.- CMDB credentials library & Network Scan discovery.Management Tasks:- Strong organization and time management skills.- Excellent attention to detail with a focus on continuous service improvement. Show less 2017 – 2018 Riyadh ,Saudi Arabia Mobily Telecom companyMobily Transformation Quality enhancement Program ( PC Team Leader) for Mobily Domains( RAN, MW, MPLS, FTTX, Core & TXM) Network-Mobily Network Quality Enhancement Program_ Network Safety Audit StreamFollow up Mobily BackOffice to Collect Audit Risks & Issues Resolution & share it list to HQ to fix it or find good solution for (Architecture, Reliability, Capacity, Performance, Maintenance & Security). Process-Mobily Network Quality Enhancement Program_ Network Safety Audit StreamAudit & Review on Process KPI Definitions & Measurement for Mobily Domain :( RAN, MW, MPLS, FTTX, Core & TXM)As per ITIL– Network Surveillance. – Fault Management. – Preventive Maintenance.– Problem Management.– Performance Management. – Change Management.– Spare Parts Management. Show less ( NOC Manager - Mobily HMES Project (Hosted Managed Enterprise Services)USAC-NOC Service Assurance Center):Network Operations Center Team Lead at Mobily ICT Managed services, responsibility to come up with innovative solutions for various networking problems and fulfil customer needs and ensure its properly defined and satisfactorily met. Implements and evaluates the working of networking systems and stays abreast of new technologies emerging in the industry.Front Office:– Escalation Management & Escalation Matrix.– Incident Management & Manage Services.– Change Management.– Manage Cloud Customer Database.– Mobily & Customer Report Weekly & Monthly Report.– Install Base & Manage EOS/EOF for infrastructure.Performance Management:Applies clear/consistent performance standards, handles performance problems decisively and objectively, is direct but tactful, provide guidance and assistance to improve performance.Productivity:Manages a fair workload, prioritizes tasks, develops good work procedures, manages time well, and handles information flow.Filed Engineer:Manage , Provisioning Customer Sites Visits & Preventive Maintenance for Customer sites.CS Connectivity Services:NOC Services– Incident Management– Event Management– Escalation Management– Coordination– Conference Call Facilities– NARC SMS Messages through mobily portal– Front Office Team Size = 12Coverage– 24x7– Mobily Customer Base – 19540– Escalation to 26 Back offices including HMES (USAC) & Mobily International Customers Circuits. Show less

  • ITSM Manager – Lebara Telecom MVNE Operator Project (Service Assurance Management)

    Sept 2018 - Oct 2024

  • GNOC for Mobily project ( Project Leader )

    Apr 2018 - Sept 2018

  • Mobily Transformation Quality enhancement Program

    Apr 2017 - Aug 2018

  • NOC Manager

    Oct 2015 - Apr 2017

  • NOC Engineer

    Jan 2013 - Oct 2015
• 

  Huawei

  Jan 2018 - Oct 2024

  ITSM Manager – Lebara Telecom MVNE Operator Project (Service Assurance Management)

  2018 – Up-to-date Riyadh ,Saudi Arabia Lebara Telecom companyITSM ManagerIncident Management - Manage and follow up the Incidents with NOC Team (Proactive Tickets) by use Incident Management Process.- Manage and follow up the Customer incident tickets with NOC Team (Reactive Tickets) by use Incident Management Process.- Managing All NOC Team performance to Create, update & resolve then closer the Issues within SLA /KPI’s time to avoid Breach SLA.Event Management - Develop and distribute ongoing updates/notifications for outages in progress as directed by Service Manager/Supervisor. Initiate conference bridges for outages as part of the outage management process.- Alarms Classification Matrix related to Alarms severity and Make sure system availability as per agreed contract.- Managing the SLA to meet monthly scorecard and customer satisfactionChange Management Request:- Change Management, peer review to all Telecom Change Controls.- Manage Emergency RFC through ECAB to discuss with Lebara Management and agreeIT Service Management: - Problem management Analyze root causes, reduce repeat incidents, and boost your IT help desk's productivity.- Change management Streamline planning, approval, and implementation with automated workflows.- Asset management Optimize asset utilization, avoid vulnerabilities, and ensure license compliance.- Service catalog Showcase your available services to end users,- Responsible for the ITSM tool’s software development life cycle (SDLC): requirements gathering and analysis, design, coding, quality assurance (QA) testing and facilitates user acceptance testing (UAT).- Supports custom reports and dashboards as well as generating KPIs and supporting metrics.- CMDB credentials library & Network Scan discovery.Management Tasks:- Strong organization and time management skills.- Excellent attention to detail with a focus on continuous service improvement. Show less

• 

  RMG | مجموعة ريناد المجد (لتقنية المعلومات)

  Aug 2024 - now

  ITIL Consultant

  As an ITIL Consultant, I specialize in transforming IT service management processes to align with best practices defined by the ITIL framework. My role involves assessing current processes, designing tailored solutions, and implementing improvements to enhance service delivery and efficiency.