HASSAN BADER ALFOUD
Riyadh,Riyadh Region
Summary
I am an experienced Telecom and Network Operations professional with extensive expertise in NOC management, network engineering, technical support, and customer service. I have successfully managed and coordinated NOC teams, overseeing 24/7 network surveillance of 2G/3G/LTE networks, wired and wireless infrastructure, PABX systems, and IT systems.
My background includes troubleshooting and maintaining network nodes, routers, switches, access points, and IP cameras, as well as managing preventive and corrective maintenance, alarm monitoring, and root cause analysis. I have led projects to enhance operational tools, automate processes, and reduce human error, resulting in improved performance, service quality, and customer satisfaction.
I am also skilled in customer and partner management, handling escalations, ensuring SLA compliance, and strengthening relationships to support business growth. With strong team leadership, strategic planning, and operational management skills, I have guided high-performing teams, optimized workflows, and implemented solutions that align with organizational goals and emerging technologies.
Overview
13
13
years of professional experience
1
1
Certification
Work history
Network technician
Mercure Hotel
Khamis Mushait, 'Asir Region
2013.01 - 2017.01
- Diagnosed and resolved wired network connectivity issues in office environments.
- Configured and troubleshot wireless networks using Wi‑Fi technology to ensure stable internet access.
- Installed and maintained network cabling and connectors (Ethernet cables) for reliable data transmission.
- Configured basic network devices such as Router and Network Switch.
- Performed IP configuration and network troubleshooting to restore connectivity for users.
- Tested network performance and identified faults in LAN connections.
- Provided technical support to users for internet and network-related problems.
Communication engineer
LINKS LINE, Contractor with MOI
Jizan
2019.03 - 2019.09
- Successfully extended the wired network infrastructure to integrate with the Private Automated Branch Exchange (PABX) system, improving internal communication efficiency.
- Completed installation and configuration of office telephone communication lines, ensuring reliable connectivity across departments.
- Diagnosed and repaired multiple telephone and fax line faults, restoring communication services with minimal downtime.
- Improved network and telephony stability by identifying and resolving cabling and connectivity issues.
Communication engineer
Delta , ABHA ( STC Project )
Abha, 'Asir Region
2019.11 - 2020.10
- Close follow-up of Preventive Maintenance (PM) and Corrective Maintenance (CM) activities to ensure site reliability.
- Created, opened, and closed trouble tickets in RTTS based on site alarms.
- Monitored OSS KPIs related to accessibility, retainability, mobility, and quality to meet quarterly and yearly SLA thresholds.
- Performed real-time monitoring of KPIs and KQIs using Huawei M2000, Huawei U2000, and Huawei U2020 systems.
- Scheduled Work Orders (WO) for Preventive Maintenance (PM), Corrective Maintenance (CM), and Planned Maintenance (PLM).
- Approved EHS (Environment, Health & Safety) related site photos in work orders before closure.
- Coordination and supervision of field teams during troubleshooting activities to ensure quick issue resolution.
- Ability to analyze and identify Root Cause Analysis (RCA) and escalate issues to the concerned teams for timely resolution.
- Performed 24/7/365 network surveillance of 2G / 3G / LTE Radio Access Network (RAN).
- Opened and managed trouble tickets (TT) within defined response time and sent notifications according to operational procedures.
- Responded to customer trouble tickets received from different Network Operations Center (NOC) teams within SLA for network configuration and performance issues.
- Managed field operations through real-time alarm monitoring and escalation.
- Supported field engineers during site troubleshooting and fault isolation for telecom equipment.
- Monitored system alarms and coordinated with relevant teams for rapid fault resolution.
- Assisted in system configuration and basic network setup to maintain service availability.
- Maintained documentation of technical issues, troubleshooting steps, and resolutions for future reference.
- Conducted daily root cause analysis of network outage reports to identify chronic issues affecting network performance.
Network Engineer and Service Management
Mawarid Electronics, operations With Salam Company
Riyadh, Riyadh Region
2021.02 - 2022.08
- Supervised and coordinated technical support teams to ensure efficient handling of network incidents and service requests.
- Assigned and tracked work orders and troubleshooting tasks to field engineers and technical teams.
- Ensured compliance with Service Level Agreements (SLA) and Operational Level Agreements (OLA) for issue resolution.
- Conducted regular follow-ups with team members to ensure timely completion of maintenance and troubleshooting tasks.
- Provided technical guidance and support to junior engineers during complex network troubleshooting and incident management.
- Prepared operational reports and performance summaries for management review and service improvement.
- Provided back office technical support for network incidents, assisting field engineers with remote troubleshooting and configuration.
- Monitored network alarms and performance using SolarWinds Network Performance Monitor to ensure network stability and availability.
- Analyzed network faults and coordinated with field teams for remote diagnostics and fault resolution.
- Maintained documentation of network incidents, troubleshooting procedures, and configuration updates.
- Supported configuration management and backup of network devices such as Router, Network Switch, and Wireless Access Point.
Network Operation Center, Manager
Perfect Presentation, Contractor with Minister of
Riyadh, Riyadh Region
2022.08 - 2025.05
- Developed and implemented operational strategies to improve network availability, service reliability, and overall NOC efficiency.
- Managed incident, problem, and change management processes to ensure minimal network downtime and faster service restoration.
- Conducted regular performance evaluations and training programs for NOC engineers and technicians to enhance team capabilities.
- Ensured compliance with Service Level Agreements (SLA) and operational standards across all network operations.
- Led major incident management and escalation processes, coordinating with vendors and technical teams for critical issue resolution.
- Managed capacity planning and resource allocation to support network growth and increasing service demand.
- Prepared and presented network performance reports and operational metrics to senior management for strategic decision-making.
- Ensured implementation of network security and operational best practices across all infrastructure and services.
- Supervised and improved operational procedures, documentation, and workflow processes within the NOC environment.
- Encouraged continuous improvement initiatives to enhance service delivery and customer satisfaction.
Business Care, Manager
Go Telecom
Riyadh, Riyadh Region
2025.06 - Current
- Contributed to business growth by maintaining strong relationships with customers and partners.
- Ensured high customer and partner satisfaction through proactive service, timely issue resolution, and effective communication.
- Identified opportunities to enhance services and solutions, resulting in improved loyalty and long-term partnerships.
- Supported organizational goals by aligning team performance and service delivery with customer expectations.
- Implemented strategies to retain key accounts and strengthen partnerships, positively impacting revenue and business reputation.
- Initiated and led projects to enhance operational tools and processes, improving network monitoring and service efficiency.
- Implemented solutions to reduce human errors and manual intervention, increasing accuracy and reliability of network operations.
- Enhanced team performance and productivity by introducing automated workflows and advanced monitoring tools.
- Optimized existing systems to improve performance metrics, reduce downtime, and strengthen overall service quality.
- Successfully drove initiatives that modernized tools and workflows, aligning them with best practices and company goals.
- Managed and strengthened relationships with key business customers, ensuring trust and long-term collaboration.
- Handled escalations and ensured timely and effective resolution of customer issues.
- Coordinated with internal teams to support service restoration and meet customer requirements.
- Maintained high customer satisfaction through proactive follow-ups and clear communication.
- Managed service requests, monitored progress, and provided regular updates to stakeholders.
- Supported customer retention by addressing concerns and maintaining service stability.
- Prepared and reviewed performance, incident, and escalation reports to track service quality.
- Identified opportunities for service improvement or enhancement based on customer feedback and requirements.
- Ensured strict adherence to SLAs and maintained service quality standards.
- Collaborated with cross-functional teams to deliver seamless and reliable customer support.
- Minimized recurring issues by identifying root causes and implementing permanent solutions.
- Built and guided a high-performing team through coaching, mentoring, and continuous development.
- Coordinated with OLO partners (STC, Mobily, ITC, etc.) to follow up on cases and ensure timely service restoration.
Education
King Kh
sss
Skills
Team Leadership & Supervision
- Leading, mentoring, and developing high-performing NOC and technical support teams
- Coordinating shift schedules and work allocation to ensure continuous operations
- Monitoring team performance and providing training, guidance, and performance evaluations
Strategic & Operational Management
- Planning and implementing operational strategies to improve network availability and efficiency
- Managing incident, problem, and change management processes to minimize downtime
- Resource allocation, capacity planning, and workflow optimization for multi-team operations
- Implementing projects to enhance tools, automate processes, and reduce human errors
Customer & Stakeholder Management
- Building and maintaining strong relationships with key customers and partners
- Handling escalations and ensuring timely issue resolution in line with SLAs
- Preparing and presenting performance, incident, and escalation reports to senior management
- Identifying opportunities to enhance services, improve customer satisfaction, and support business growth
Performance Monitoring & Reporting
- Overseeing network surveillance, KPIs, and SLA compliance
- Driving initiatives to improve service quality, reduce repeated issues, and optimize operational efficiency
- Conducting daily root cause analysis and ensuring permanent solutions for chronic network issues
Project & Process Management
- Initiating and leading performance enhancement and automation projects
- Ensuring successful implementation of preventive and corrective maintenance programs
- Coordinating with vendors, cross-functional teams, and OLO partners
Certification
- CISCO :
-Network Fundamentals -Routing protocols and concept -Accessing the WAN
-LAN Switching and Wireless-PC Hardware and Software
- IT in the Workplace - Master Microsoft Office 50 Hours .
- Introduction to Cyber Security 16 Hours Provided TVTC & CISCO.
- Courses Provide from MCIT
- CompTIA Security+ 40 Hours .
- NSE 1 network security associate
- NSE 2 network security associate
- ICSI |CNSS Certified Network Security Specialist course complete .
- Certified Ethical Hacker 40 Hours .
- Operations& Support Management ( 72 Hours ) .
- Soft skills ( 30 Hours ) .
- Help Desk Professional ( 91 Hours ) .
Timeline
Business Care, Manager
Go Telecom
2025.06 - Current
Network Operation Center, Manager
Perfect Presentation, Contractor with Minister of
2022.08 - 2025.05
Network Engineer and Service Management
Mawarid Electronics, operations With Salam Company
2021.02 - 2022.08
Communication engineer
Delta , ABHA ( STC Project )
2019.11 - 2020.10
Communication engineer
LINKS LINE, Contractor with MOI
2019.03 - 2019.09
Network technician
Mercure Hotel
2013.01 - 2017.01
King Kh
sss