Experience

• 

  Ibm pakistan

  Jan 2008 - Feb 2009

  Network engineer
• 

  Wateen telecom

  Mar 2009 - Oct 2010

  Sr. network engineer
• 

  International turnkey systems

  Nov 2010 - Mar 2012

  Sr. network consultant
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  Huawei

  Apr 2012 - Sept 2015

  Collaboration & contact center consultant

  Successfully led the upgrade of contact infrastructure, enhancing operational capabilities and elevating the overall performance of the Contact Center.Managed end-to-end project lifecycles in Contact Center, Infrastructure, XML, and Java Development, ensuring alignment with organizational goals and delivering successful outcomes.

• 

  Ericsson

  Oct 2015 - now

  > Customer Relationship Management, Service Delivery owner and Senior Management Reporting.> Responsible to drive Zain’s business growth by providing expertise in business transformation, technology transformation, leveraging the current investments, strategic positioning, Regulatory advisories, improving the efficiencies, preparing business cases, Digital Transformation, Cloud and ICT transformations.> Accomplished in streamlining vendor relationships and facilitating seamless coordination for optimal project delivery.> Designing Operational processes, control points, process monitoring/reporting and improvement plan for service improvement.> Working on RFI and RFP, to make sure that the best solution is provided to the customer.> Refining Process suite including Change, Fault, Performance, Problem, Configuration, Asset Management & Customer Management> Responsible for all operational tasks related to Network behavior, QoS, targeted KPI, Preventative/Corrective Maintenance.> In-depth knowledge of IP Connectivity, WAN Configurations and Routing Protocols (RIP, OSPF& BGP), Connectivity (MW, Fiber & Fixed Networks) and Firewalls (Cisco & Fortinet).> Experienced in VAS platforms including SMSC, MMSC, USSD Gateway, and Symsoft/Sinch applications.> Familiarity with IP Telephony, associated platforms (IMS) and Underlying technologies.> Proven ability to implement innovative solutions, optimize operations, and drive digital transformation in the telecommunications domain.> Leading the digital transformation of Zain Bahrain's Contact Center, achieving a substantial 30% cost reduction, and positioning the organization for future growth.> Managing end-to-end operational processes in Contact Center, Infrastructure, XML, and Java Development, seamless alignment with organizational goals, and delivering impactful results in achieving 100% KPI’s. Show less

  • Service Delivery Manager

    Nov 2018 - now

  • Collaboration & Contact Center Consultant

    Oct 2015 - now