Hands-on Experience with:
Installing, configuring, testing and maintaining operating systems, application software and system management tools.
Managing and monitoring all installed systems and infrastructure.
Analyze business requirements, provide time estimates, create and modify Call Flow Diagrams, preparation of design documents, system development, and production handover.
Provide feedback to management, vendors and technical operations as appropriate to assess computing needs and system requirements as they pertain to administration of the contact center systems.
Coordinate with Genesys, internal technical teams, and other staff as necessary to gain assistance and resolve problems with the platform and associated applications.
Continuously improve system performance reports, perform root cause analysis for system outages; suggest improvements to ensure system up-time.
Analyze and evaluate the IVR Call Flows, Multi-Channel Routing, and other aspects of the Genesys Framework.
Participates in UAT’s and testing of new system components.

Projects
- ELM
The state owned company, Provides Secure e-Services, IT Services and Solutions, Government Process Optimization Outsourcing GPOO, and Training Solutions and Consultations. Riyadh, Saudi Arabia http://www.elm.sa/en
Responsibilities and high-level project objectives
Multi-Tenant, Inbound Voice, Outbound and proactive Contact (Voice), Genesys Interaction Recording (GIR), Genesys Voice Portal (GVP)-IVR and Reporting, with High-Availability
Conduct Installation and configuration of Genesys environment Including CIM platform, SIP Server, GVP platform, Recording and Reporting Servers, all with High-Availability for Multi-tenant environment.
- Nissan ”Alissa-Auto Group”
Automotive trade and after sales, operating lease, finance lease, and other diversified investments.
Riyadh, Saudi Arabia http://www.nissan-alissa.com
Responsibilities and project objectives
Inbound voice, Outbound voice, Voice Mail, IVR, Recording and Reporting.
Onsite Support and consultation
- Riyadh Municipality
Saudi Government Administration, it’s mainly a Telecommunications company.
Located in Riyadh, Saudi Arabia https://www.alriyadh.gov.sa/en/
Responsibilities and high-level project objectives
Voice Inbound IVR with High Availability
Installing and configuring CIM platform, SIP Server, GVP Platform (Resource manager and Media Server)
Testing all System components for the production environment.
_____________________________________________________________

STC “Saudi Telecom Company” - Project Powered by SAP Feb 2015 – Feb 2016
Riyadh, Saudi Arabia
Business Analyst
Hands-on Experience with:
Defines and documents customer business functions and processes.
Consults with functional unit management and personnel to identify, define and document business needs and objectives, current operational procedures, problems, input and output requirements, and levels of systems access.
Acts as a liaison between departmental end-users, technical analysts, information technology analysts, consultants and other governmental organizations in the analysis, design, configuration, testing and maintenance of case management systems to ensure optimal operational performance.
Tracks and fully documents changes for functional and business specifications; writes detailed universally understood procedures for permanent records and for use in training.
Reads and interprets case management systems and functional technical literature and translates in terms understandable to the end-users.
Assists in developing an overall change management strategy for the court.
Conducts change impact analysis to assess the potential implications of changes and documents court business rules, functions and requirements.
Participates in user acceptance testing and testing of new system functionality.
EDUCATION

Oct 2008 - June 2014 BSc. in Telecommunication Engineering
Future University Africa Street, Khartoum, Sudan www.futureu.edu.sd

Courses ___________________________________________________________________

June 2012 CCNA Cisco networking and switching
Abad Institute, Riyadh, Saudi Arabia

May 2017 Genesys SIP Server 8.x
IST Networks, Riyadh, Saudi Arabia

PERSONAL SKILLS

Languages English | Fluent
Arabic | Native

Communication / Working Skills _____________________________________________________
Efficiency in service delivery on time.
Excellent at providing friendly service and help.
Ability to handle sensitive information effectively.
Strong Knowledge in Microsoft Office Suite.
Knowledgeable in IP Telephony and VoIP technology.
Good understanding of VMware and Virtualization concept with experience using VSphere.
Good understanding with experience in Application Server and Web Server.
Knowledgeable in Linux and Red Hat Operating System.
Knowledgeable in Database Servers with experience using MSSQL 2012.
Good experience in Windows Server 2008 / 2012 r2.
Strong understanding with good experience in Genesys framework, SIP server, IVR, call routing and reporting.
Good experience in troubleshooting and L2 support in all contact center technologies.
Strong understanding of Networking technologies including; TCP/IP, DHCP, SIP, UDP, QoS, and VLAN.

Organizational / Managerial skills _____________________________________________________

Understands organizational mission: understands ethics & public good; concerned with public trust.
Understands governance and administrative systems.
Understands how to acquire needed resources.
Understands how to use decision making to support mission.
Demonstrated systems thinking ability.
Understands organizational culture.
Sensitive to diversity and multiculturalism.
Able to gather and synthesize information on internal and external environments.

REFERENCES

Mohammed Bamualim | BDM ProPM® | QMS Lead Auditor

xxx-xxx-xxxx : xxx@xxx.com http://www.expertpath.biz/

Jad Baz | BPM

xxx-xxx-xxxx xxx@xxx.com http://www.emcan.com.sa/en/

Mohamed Gamal | PMP Team-Leader | Senior Genesys system Eng.

xxx-xxx-xxxx  xxx@xxx.com http://istnetworks.com/

Samir Shafeek | CEO IST Networks

xxx-xxx-xxxx xxx@xxx.com http://istnetworks.com/