Wael Abdallah

Experience

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  Computer Center - Sudan University of Science & Technology

  Mar 2004 - Feb 2005

  System Admin

  • Full lifecycle application development.• Designing, coding and debugging applications in various software languages.• Software analysis, code analysis, requirements analysis, software review, system risk analysis, software reliability analysis.• Front end graphical user interface design.• Software testing and quality assurance.• Integrate software with existing systems.• Train the end-Users for the software using.

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  Sudan Academy of Science

  Mar 2005 - Jan 2007

  System Admin

  • Identifies, troubleshoots and resolves hardware-, software- and network-related problems encountered by end-users of the district and corporate networks, the Internet, the servers and PCs• Writes scripts and batch files as needed to enhance the function of the operating system.• Optimizes computer usage by researching and recommending enhancements to system capabilities and performance.• Configures and installs Windows workstations in response to the demands of a complex network design.• Trains end-users on the use and features of the various operating systems and applications on the various platforms.• Track, maintain and optimize the corporate network connectivity on multiple branches.• Developing new systems based on our business needs that implement the dashboard which it’s very helpful for the management team.• Analyzes bugs in systems and application software’s; researches and tests possible solutions; implements solutions. Show less

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  Zain Sudan

  Feb 2007 - Jan 2018

  • Accountable for ensuring the quality and performance of Customer Care IT operations, aligning them with defined standards.• Meticulously monitored Key Performance Indicators (KPIs) and system functionality, optimizing system performance in line with business requirements.• Collaborated closely with business owners to define and implement precise business requirements within IT systems.• Successfully led and managed all Customer Care projects and initiatives, ensuring on-time and on-budget delivery.• Effectively coordinated with internal Customer Care sections, IT, and Network Departments to resolve technical issues promptly.• Ensured the availability of flexible reporting tools meeting evolving business needs, supporting data-driven decision-making.• Accountable for enhancing the efficiency of customer care interactions through IPCC IVR product and service updates.• Established and monitored individual and team objectives, fostering a culture of achievement and continuous improvement within the team.• Identified process and operational improvement opportunities through comprehensive performance analysis.• Managed SLA/OLA negotiations and compliance with IT and Network Departments, ensuring effective collaboration.• Assumed responsibility for budgeting control within Customer Care, optimizing resource allocation.• Ensured strict adherence to all applicable policies and regulatory requirements related to Information Security.Highlights:• Project Manager on Huawei IPCC implementation Project.• Project team member on Mobile Number Portability project.• Contribute on Segmentation Project as Customer Care Project Coordinator.• Project Manager on zain Care APP.• Project Coordinator on Self Service Channels.• Contributed on Processes Redesign for all Customer care process. • Contributed on setting SLA’s/OLA’s between Customer Care and other departments. Show less • Maintain and monitor the TABS billing system.• Ensure that other mobile operators are billed for traffic passed over the Zain network.• Accountable for post-paid Billing production.• Ensure the operation of the company's customer care and billing system according to service level agreements and key performance indicators through proper interaction with outsourced technical team. Provide reports and analysis of the same to management.• Guide and support customer facing business departments in resolving customer related complaints. Customer related complaints to be resolved within defined service levels. Investigate, troubleshoot and provide solutions to ensure all customer complaints get resolved within agreed service levels.• Ensure accurate and discrepancy free integrations between company's customer care and billing system with all southbound / network platforms by obtaining proper integration specifications, ensuring technically sound integration and timely resolution of integration discrepancies.• Ensure revenues generated by the company's customer care and billing system are error free, accurate and consistent with business trends / expectations. Provide reports and analysis of the same to management.• Communicate the requirements to vendors, study and analyze solution proposals from vendors, conduct feasibility study, cost-benefit analysis and recommend optimum approach to management. Review design, analysis of proposed solutions for quality, adherence to standards and conflicts with other systems.• Plan and conduct acceptance and implementation of IT projects for new systems development and modification of existing systems.• Functionally supervise assigned technical staff, to include work allocation, training, and problem resolution; provide performance management feedback as appropriate.•Keep up to date knowledge and documentation of Company's Customer care and Billing system's functions. Show less

  • Business Support Team Leader

    Mar 2013 - Jan 2018

  • Billing Operation Specialist

    Feb 2007 - Mar 2013
• 

  Zain Sudan

  Mar 2018 - now

  • Successfully managed managed service operation delivery, ensuring alignment with ZAIN's strategic objectives and contributing to the attainment of the company's vision.• Demonstrated expertise in third-party partner support and SLA management, fostering productive relationships and consistently meeting or exceeding service level agreements.• Effectively managed suppliers and vendors, maintaining professional relationships and ensuring the delivery of high-quality services while optimizing costs.• Implemented and enforced policies and procedures, streamlining operations and enhancing efficiency while ensuring strict compliance with industry standards.• Led and directed cross-functional operation teams, fostering a collaborative work environment and motivating team members to achieve operational excellence.• Managed the performance and daily operations, maintenance, and support of critical systems, including Charging, Billing, Roaming & Interconnect, Value Added Services (VAS), and e-channels.• Demonstrated proficiency in handling and resolving 3rd-party partner-related incidents within established SLAs, minimizing service disruptions. Show less • Managing MS team effectively. & validate MS’s provided data in terms of Service Level Management (SLM), KPIs.• Effectively managed the Managed Service (MS) team, ensuring high performance and validating the data provided by the team in alignment with Service Level Management (SLM) and KPIs.• Demonstrated proficiency in supplier and vendor management, maintaining productive relationships, and ensuring contractual agreements were met.• Provided exceptional external and internal customer support, addressing inquiries and concerns promptly to enhance customer satisfaction.• Supported various business functions, playing a crucial role in optimizing billing operations and ensuring billing accuracy.• Governed MS operations, overseeing the recording and maintenance of system data models, processes, workflows, and configuration changes.• Collaborated closely with internal customers and the MS Team to minimize the risk of unplanned outages in the billing system, thus preserving business stability.• Coordinated with vendor support for problem reporting and facilitated software release upgrades to keep business systems up to date and minimize the risk of disruption.• Contributed to the development of contingency plans to mitigate risks and issues as the Zain SD network expanded and the business continued to grow. Show less

  • BSS/OSS & VAS Operation Manager

    Oct 2021 - now

  • Billing Operation Advance Specialist

    Mar 2018 - Oct 2021