Gulf Oil and Gas accountACCOUNT


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Education: 4
Experience: 17 years
Relocation: Yes - Internationally

Industry Experience
17 years Technical Service Engineer

Career Objective

Seeking challenging and rewarding senior or management Telecom position that will utilize my knowledge and experience, and be an asset to the organization enabling mutual growth.

Professional Experience

Sep 2007 till Present
Future Technology , Al yousuf LLC. - (Avaya Gold Business partner)
Dubai, UAE
Technical Service Manager

- Responsible for the operation of the entire Service department with Help Desk, which involves project installations, maintenance and customer support of Avaya Telephony Systems .
Project Responsibilities:
1. Responsible for allocating manpower resources on all ongoing projects.
2. To make sure projects will be completed in the projected timeline.
3. Managing customer expectations
4. Take over project and installation management when necessary
Customer Support Responsibilities:
1. Responsible for monitoring all open cases on regular basis.
2. Responsible for monitoring engineers activities and schedules
3. Responsible for handling communications on cases which require escalation
to manufacturer.
4. Responsible for monitoring and responding customer feedback
5. Monitoring and tracking critical issues.
Internal Responsibilities:
1. Responsible for providing quarterly KPI for service engineers
2. Responsible for skills assessment and providing appropriate training and
certification to service engineers
3. Responsible for yearly budget plan allocation for Service Department

Jan 2005
Baud Telecom Co. - BTC Jordan (NORTEL Reseller)
Amman, Jordan

Technical Support Engineer
Meridian PABX option 11c, 61, and 81,BCM, Norstar
Giving the support for Telecom Sevice Team of Nortel switches, Option 11, 61, and 81. Norstar key systems, MICS and CICS. Callpilot, Meridian Mail, and Application Builder. VoIP phones, BCM's and Symposium. Lot of Troubleshooting and wire installation, Cat 3 and Cat 5



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