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Mohammad Shaheen

Mohammad Shaheen

Quality of Service Manager

Mobinil

Quality of Service Manager at Mobinil

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Mobinil

Quality of Service Manager

● Managing the Network customer experience management initiative in mobinil
● Active member of the Orange group CEM committee assessing, evaluating and choosing solutions related
to improving customer interactions with the network
● Manage, lead and mentor a team of quality of service supervisors and technicians.
● Develop new insights related to handset profiling, customer profiling, roaming analysis, fraud
detection and prevention.

Career medium 06
Career
Career medium 05

Mobinil

Quality of Service Sr. Expert

Managing a team of GSM/UMTS professionals in Packet core, Voice core and roaming. My team Own, develop and report network and service level KPIs and KQIs. our goal is to establish a process for service level auditing and benchmarking across the mobinil technology department, this process is used to enhance the results of our KPIs with respect to the Egyptian national telecommunication authority quarterly audits on all 3 operators in Egypt

Design and issuance of a major multi-million dollars RFP to overhaul the mobinil QoS monitoring system to bring it up to date with latest technologies in the market. The RFP included major network monitoring system vendors in the market like Tekelec,Tektronix and Astellia and the aim was to cover all major signaling interfaces and network elements in the network with a probing solution that allows QoS engineers, network operations engineers and customer service department to be updated promptly with network issues affecting all service quality aspects in both packet and voice domains.

Implement the main KQI/KPIs dashboards for both data and voice services based on signaling captures from Aif,IuCS,IuPS,MAP,ISUP,Gn and Gi interfaces that had a direct impact on monitoring newly launched services in mobinil such as 3G network launch in 2008. Designed dashboards includes circuit analysis, radio resources, access resources, core protocols performance, timers, VIP areas and Handset analysis performance dashboards

As an owner for the QoS monitoring system in mobinil, lead a project in coordination with Orange and France telecom to implement a complete CEM system utilizing all available data sources inside mobinil such as network info, billing info, data warehouse, CRM and customer information to achieve a full 360 degrees view of customer journey using mobinil services from the decision/buy through activation, service usage, problems, bills, handset, and churn or service termination.

Career

Orange Business Services

DSL Business analyst EMEA region

- Helped to build a global DSL ISP catalog with technical and cost information specifically designed according to Orange business services needs.
- Refreshed /updated more than 30 countries in EMEA region with latest ISP DSL offering.
- Helped open new business opportunities in countries where Orange doesn’t have business footprint specially in Africa and middle east.
- Contributed into updating the global pricing portal for orange which is a key tool for all sales and presales personnel.

Career medium 05
Career
Career medium 06

Orange Business Services

Customer Technical Support Expert NAM and EMEA regions

- Level 3 technical assistance to all Cairo level 1 and level 2 support teams.
- Handling chronic customer issues and provides actions plans to solve them.
- Interfacing with Core network teams to identify major network issues.
- Working closely with teams responsible for top customer accounts to ensure efficient problem resolution.
- Specialized in Nortel passport switches, Cisco routers, Frame-relay , ATM , DSL , X.25 , X.28 & PPP dial, PTT loop testing & modem fault troubleshooting.

Career

Orange Business Services

Customer Technical Support Tier 2 NAM region

- Level 2 technical assistance for customer problems including.
- Interfacing between customer & higher technical entities in Orange.
- Ensuring customer satisfaction & meeting SLA requirements.
- Providing Tech. support for on site field technicians in USA.
- Communicating with PTT’s in USA and Canada addressing Circuit problems.
- Achieved KPI gaols and met customer satisfaction requirements in every review cycle.
- Contributed to smooth handover of operations from support teams outside Egypt to be fully supported remotely from Cairo.
- Direct Nomination from my managers to advance to level 3 support after only 1 year of work.
- Helped form and educate new support teams within the Cairo support center.

Career medium 02
Career
Career medium 02

Summit Technology Solutions

Customer Support Field Engineer

- Performing on site preventive maintenance for the company clients.
- HP, Cisco, windows server environment system integration
- Receive and handle all customer complaints arriving via phone, e-mail …etc.
- Perform professional level trouble-shooting of IT/Networks customer problems

Career

Alexandria University

BSc, Telecommunications