Alaa AlObeed

Experience

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  Almoayed_ICT

  Oct 2004 - Jan 2016

  Sr. ICT Engineer

  Implementation & support Voice over IP (VoIP) system like Avaya Communication Manager, NortelCommunication server & Mitel Communication Director.Pre sales and project coordinator Activities.Designed and programmed call routing plans , including fist level call routing , redundancy andemergency re-routes for the systems and carrier routing plans.Created all telecom documentation including routing plans , network maps and disaster recovery .Integrated VOIP digital endpoints in a production environment to provide great flexibility.Design, implementation and support of new installations for Nortel Networks and Mitel Voice Productsfor medium to large scales projects in the Kingdom of Bahrain. Show less

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  Batelco

  Feb 2016 - Dec 2021

  Professional Engineer / Team Leader

  Managed all the telecom projects and provide pre sales consultation in designing the telecom infrastructure for major banks and government bodies.• Manage 10 + technical engineers, approvals , assignments and follow ups.• Keep the project manager and project committee informed of task accomplished, issues and status.• Provide guidance to the team based on management direction.• Familiarize the team with the customer needs, specification, design targets, design standards, techniques and tools to support task performance.• Assure that the team addresses all relevant issues within the specifications and various standards.• Led major projects to upgrade the contact center infrastructure which increased agent productivity and reduced system down time.• Expanded Avaya PBX infrastructure, including in to new facilities utilizing extensive Avaya experience.• Escalate issues which cannot be resolved by the team.• Affectively translate business requirements in two high-level design.• Understanding of SIP components such as session manager and session border controller.• Capable of being a problem solver, multitasker and troubleshooter of a complex and diverse systems. Show less

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  BEYON Solutions

  Jan 2022 - now

  Manager - Solution Engineering

  • Managing successful delivery of IT service projects to meet customer expectations and SLA requirements.• Managing service delivery team of 12 members, ensuring all tasks were completed on time and to a high standard.• Providing technical guidance and support for service delivery team members.• Monitoring performance metrics to identify areas for improvement.• Collaborating with internal teams to develop efficient processes and procedures for service delivery operations & ensure timely completion of tasks.• Assisting in developing project plans, timelines and other documents related to services delivered.• Resolving escalated issues in a timely manner while maintaining customer satisfaction levels.• Preparing reports on Service Delivery performance metrics including response times, resolution rates.• Maintaining positive client relationships to exceed expectations.• Managing Customer onboarding as part managed services.• Regularly meeting customer to ensure satisfaction, retention, and loyalty. Show less