Rizwan Jalal Khan Niazi
Riyadh,Saudi Arabia
Summary
Accomplished professional with a strong foundation in problem-solving, communication skills, and public speaking. Demonstrates exceptional team building and leadership abilities, ensuring high standards in quality assurance. Proficient in MS Office, with a commitment to continuous improvement and excellence.
Overview
16
16
years of professional experience
4
4
years of post-secondary education
1
1
Certification
Work History
Services Assurance Assistant Manager
Saudi Telecom Company (stc)
Riyadh, Saudi Arabia
11.2024 - Current
- Captured increase in Customer Satisfaction Score (CSAT) from 54% to 68% within 12 months.
- Improved customer service by implementing new procedures and protocols.
- Increased staff productivity by providing comprehensive training programmes.
- Provided support during audits, ensuring accurate reports.
- Coordinated with management on operational issues providing solutions for better efficiency.
- Investigated issues affecting group operations, prepared reports and helped correct problems.
- Translated senior management directives into actionable front-line policies and implemented changes with staff.
- Drafted procedural statements and guidelines for company-wide use.
- Streamlined processes to improve and optimize office operations.
- Represented organization at seminars, conferences and business events.
- Analyzed and resolved complex resource management issues for optimized scheduling.
Wholesale Services Management Centre Lead
Solutions by stc
Riyadh, Saudi Arabia
11.2016 - 11.2024
- Managed 15000+ Annual Reported cases
- Applied critical thinking to analyze problems, evaluate solutions and select best decisions.
- Oversaw daily operations to achieve high productivity levels.
- Carried out day-to-day duties accurately and efficiently.
- Quickly learned and applied new skills to daily tasks, improving efficiency and productivity.
- Successfully delivered on tasks within tight deadlines.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Delivered exceptional customer service by proactively listening to concerns and answering questions.
Wholesale Services Management Centre Lead
DETASAD
Riyadh, Saudi Arabia
01.2014 - 05.2016
- 1st Wholesale Service Management Centre launched in KSA under stc as customer
- Meetings SLAs agreed with other OLOs and International Providers/Customers
SDH, DWDM, IP/MPLS, DATA, PoPs, IGWs FTTx and LTE Services Monitoring and Troubleshooting - Drafting OLAs for WSMC with Network Operations
- Drafting SLAs for Reference Offers as well as Customers' Agreements
- Drafting Monthly Availability Reports for Forecasting and Invoices
OSP O&M Manager
DETASAD
Riyadh, Saudi Arabia
01.2013 - 12.2013
- Cost Reduction by 10% by using resource management
- OSP Projects completion worth 100 million SAR.
- Managing STC OSP O&M all over kingdom.
- Established Resource Planning, Cost Evaluation & Technical Documents resulting in Cost Reduction.
- Managing Leased Line and FTTH Project.
- Providing technical support to field staff.
- Directions and assistance to field teams about STC's procedure, standards and specifications such as shared FTTH network deployment.
- Preparation of monthly reports on performance and other activities.
- Maintaining Distribution Cable Infrastructure of STC FOC Network.
- Joint Visits/Coordination with Alcatel Lucent and Huawei teams.
- Analysis of OTDR Traces, Section loss measurements.
Deployment, Operations and Maintenance of FTTx Cabinets and Splitters. - Managing records of FDTs and OTBs/ODBs/OSBs and handover Information.
- Participation in preparation of processes, proposals, contracts and agreements.
- Maintained inventory control, reduced stock shortages.
FTTH Project Engineer
DETASAD
Riyadh, Saudi Arabia
05.2012 - 12.2012
- Handled stc CBU FTTH Project with 150+ Engineers & Technicians across Kingdom.
- Increased revenue by 25% YoY.
- Managing Leased Line and FTTH Project.
- Providing technical support to field staff.
- Directions and assistance to field teams about STC's procedure, standards and specifications such as shared FTTH network deployment.
- Preparation of monthly reports on performance and other activities.
- Maintaining Distribution Cable Infrastructure of STC FOC Network.
- Joint Visits/Coordination with Alcatel Lucent and Huawei teams.
- Analysis of OTDR Traces, Section loss measurements.
- Deployment, Operations and Maintenance of FTTx Cabinets and Splitters.
- Managing records of FDTs and OTBs/ODBs/OSBs and handover Information.
Participation in preparation of processes, proposals, contracts and agreements.
Telecom Engineer
DETASAD
Riyadh, Saudi Arabia
03.2009 - 06.2011
- 0% claims from customers after installation of services
- Coordination among clients and ISP for implementation and troubleshooting.
- Responsible for preparing monthly utilization reports of customers.
- Established record of new & old/faulty hardware replaced on sites.
- Performed all customer care duties relating to Leased Line services.
- Provide technical support for end users of Leased Line Services.
- Preparing Monthly Invoices contributing in revenue of organization.
- Coordinating with STC Design, Implementation and Troubleshoot Department.
- Improved system performance with regular preventive maintenance.
Education
Master's degree - Telecommunications
Government College University
Lahore, Pakistan 05.2005 - 04.2007
Bachelor's degree - Science (Mathematics & Physics)
University of the Punjab
Lahore, Pakistan 05.2003 - 04.2005
Skills
- Problem-solving
- Communication excellence
- Public speaking
- Team building
- Quality Assurance
- Knowledge of MS Office
- Data analysis capability
- Proactive initiative taker
- Compliance awareness
- Quality control implementation
- Reliable follow-through
- Leadership proficiency
Languages
English
Proficient (C2)
Urdu
Proficient (C2)
Hindi
Proficient (C2)
Arabic
Intermediate
Punjabi
Proficient (C2)
Certification
- PMP Certified from PMI-USA
- Business Analysis & Project Management
- Leading with a Digital Strategy, IIMA
- Introduction to Risk Management, University of California
Timeline
Services Assurance Assistant Manager
Saudi Telecom Company (stc)
11.2024 - Current
Wholesale Services Management Centre Lead
Solutions by stc
11.2016 - 11.2024
Wholesale Services Management Centre Lead
DETASAD
01.2014 - 05.2016
OSP O&M Manager
DETASAD
01.2013 - 12.2013
FTTH Project Engineer
DETASAD
05.2012 - 12.2012
Telecom Engineer
DETASAD
03.2009 - 06.2011
Master's degree - Telecommunications
Government College University
05.2005 - 04.2007
Bachelor's degree - Science (Mathematics & Physics)
University of the Punjab
05.2003 - 04.2005
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