Mohamed Zakaria Hasan

• Managing customer support technical area in RAN “NR NSA,NR SA, LTE, WRAN and GSM” with all new products BSC EVO8200, G4 BB, RNC EVO8200, AAS radios, RADIO DOTS, and New Radios ……
• Familiar for all RAN traces in all technologies NR NSA&SA, LTE, and WRAN.
• Working on highly escalated cases for IBS sites (RDS and DAS).
• Deep knowledge of Ericsson indoor solutions and Ericsson Radio DOT System, performance assurance, and E2E integration.
• Good familiar with all RAN interfaces and 3GPP standard.
• Technical lead for customer support area for accounts Saudi telecom “STC” and Etihad Etisalat “Mobily”.
• Full support to managed service and customer team especially during critical events like Ramadan and Hajj.
• Presenting the highly escalated issues to customer senior management.
• Leading local customer support engineers to keep the target for CS KPIs.
• Weekly meeting with the customer and managed service to discuss the ongoing CSRs and preventive action plans.
• Supporting in CLOUD RAN POC in STC & Mobily, vCU&vDU integration.
• Supporting in ENI with service continuity use cases POC in Mobily.
• Formulated strategies for handling crisis and big events situations effectively.
• Conducted regular follow-ups post-resolution, strengthening customer relations.

Line Manger Responsibilities.

• Leading Level 1 &2 teams within multi-vendor “Ericsson, Huawei and ZTE” environment managed service.
• Responsible for competence planning for direct reporters.
• Career planning development for direct sub-ordinates.
• Ensure proper competence for each one within the team.
• Regular coaching sessions.
• Ensure highest quality for the delivery to the customer.

Function Manager Responsibilities” MSIP Operation Assurance”:

• SLA management and governance within Back Office RAN team.
• Operational excellence and improvement through using the automation tools with high efficiency.
• Preventive Maintenance and change control within RAN network.
• Managing several projects within Ericsson, Huawei and ZTE footprint.

Service delivery Manager Responsibilities:

• Working in NOSC environment with CNS Engineers in Etisalat Manage service in RAN area and working closely with global support and product line maintenance
• Maintaining customer support KPIs.
• Securing the agreed SLA with the customer.
• Monthly Meeting with the customer to follow-up with the opened cases.
• Etisalat Egypt (Mange service project) (from October 2012 till October 2018)

Certifications:

• L1 assessment for First Line Manager
• Best Performance Team for TT handling

• Working on highly escalated cases from Back-office operations team in RAN area.
• Working on HOT and emergency cases opened by customers on RAN nodes.
• Good familiar with Traces and decoding.
• Working closely with PLM and PDU teams.
• Regular meeting with the customer to discuss ongoing CSRs.
• Etisalat Egypt (Mange service project) (from Dec. 2009 till Oct. 2012)
• Integration projects in Ericsson Egypt/Sudan (from August 2008 till Dec. 2009)

• Working in Etisalat Egypt launch project.
• Installing and commissioning multiple BSC/TRCs, and RNCs.
• Responsible for implementation, testing, commissioning of Microwave links for NEC equipment.
• Responsible for implementation, testing, commissioning of Microwave Links for Huawei equipments (RTN).
• Leading the area of new RNC & BSC integration in multiple projects “Vodafone Egypt, Zain Sudan, and Etisalat Egypt.
• Very good in Swapping, rehoming and new site integrations.
• End to end integration for all involved nodes in RAN domain.
• Leading large node BSC/RNC expansion projects.
• Certifications
• Best performance certificate in Vodafone project rollout.