Senior Technical Support Agent
August 2015 — Present
Providing support and consultancy to the Business customers Solutions, especially Data Network connectivity:
IP Based: MPLS (L2 & L3), Managed Services, Internet (leased line, Ethernet, ADSL, GPON) technologies.
Legacy Networks: like ATM, Frame relay, etc.
Maintaining Service Level Agreement among all concerned departments along with customer.
Coordinating with Etisalat global partners like AT&T, BT Global, SingTel, MCI VERIZON, BATELCO ….etc for local and global data links fault resolution.
Providing day to day activities and requirements to the key persons like, Account Managers, Service Managers, etc.
Maintaining the workflow between Access, and Core Network teams to provide a better customer Support.
Maintaining the services quality reports to provide an accurate analysis, helping in incidents, and problem management.
Providing the consultancy towards the Products, and Services behaviors, helping in continual Service Improvement.
Providing the suitable training to the service desk staff, helping in the levels of the incidents’ resolutions.