Technical Support Network Operations

Jamal Stanekzai

*********@*****.*** 402-***-**** Sacramento, CA LinkedIn : www.linkedin.com/in/jsstanekzai

SUMMARY

Experienced telecom and IT professional with over a decade of expertise in network operations monitoring, supervision, and service quality enhancement. Skilled in data analysis, process improvement, incident management, and customer complaint handling, driving significant operational efficiencies.

TECHNICAL SKILLS

MS Office SQL SAP BI/BW) BMC Remedy ServiceNow ENM I Engine VBA Power BI CITRIX CCNA (Course)

CORE COMPETENCIES

Network Operations Management

Data Analysis and Visualization

Incident escalation and handling

Process Improvement

Change Management

Client Relations Management

Troubleshooting and Capacity building

Desktop Support

Cross Functional Collaboration

WORK EXPERIENCE

I-Engineering Kabul, Afghanistan

CR Coordinator / NOC Support 09-202*-**-****

CR Coordinator, my role involved managing the change request process effectively, ensuring smooth communication, documentation, and implementation of changes to maintain the integrity and reliability of telecom services.

Coordinated change requests for telecom infrastructure and services, ensuring adherence to processes.

Assisted in incident resolution during change activities to minimize operational impact.

Maintained comprehensive records of change requests, incidents, and RCA documentation.

Provide first level technical support of network and desktop equipment and provides basic training on network and use of office tools at a local site.

Escalate problems and issues in conformity with the escalation process for technical and administrative resolution.

Manage the inventory of equipment ensuring that business continuity is maintained.

Ensures that network and IT hardware and software are used and maintained in compliance with established standards/policy.

Support hardware/software upgrades or OS patching, loading and provisioning of user IDs and system access.

Create and maintain site documentation and/or operation procedures.

Provide second level support for other sites needing help

Participate in workgroups and project management functions as necessary, in addition perform related work assignment as required

Create and update tickets within the Remedy ticket management system.

Identified opportunities for process improvements in change management practices.

Designed and implemented comprehensive change management procedures, reducing errors by 25% and boosting operational efficiency.

Provide end-user support of general office tools, which includes troubleshooting and problem solving for access to various external systems such as the mainframe, servers, applications, internet and email systems

Ericsson AB Kabul, Afghanistan

Team Lead 09/2016 – 08/2022

As NOC Team Lead, I was responsible for ensuring the reliability, availability, and performance of the telecommunications network through effective leadership, proactive monitoring, incident management, and continuous improvement initiatives.

Led and managed a team of MS Service Engineers, ensuring high performance, collaboration, and adherence to SLAs.

Oversaw monitoring, management, and optimization of Ericsson-managed networks, resolving incidents promptly and implementing upgrades with minimal disruption.

Built strong customer relationships by addressing network needs, ensuring satisfaction through effective communication.

Documented network configurations, incidents, and performance metrics, producing detailed reports.

Provided training and mentorship on network operations and best practices to enhance team skills.

Identified and implemented process improvements, enhancing network efficiency and performance.

Managed emergency response and crisis situations, ensuring swift resolution and minimal downtime

Ericsson AB Kabul, Afghanistan

Service Engineer 07/2012 – 09/2016

Ericsson MS Service Engineer plays a crucial role in managing and maintaining Ericsson-managed networks, ensuring high levels of performance, reliability, and customer satisfaction through proactive monitoring, incident management and solution implementation.

Network Monitoring and Management: Monitor Ericsson-managed networks for optimal performance and availability.

Proactively identify and resolve network issues to minimize downtime.

Ensure compliance with SLAs and KPIs, conducting regular performance assessments.

Incident and Problem Management:

Respond to network incidents, troubleshoot problems, and implement solutions.

Coordinate with internal teams and vendors for escalated issues.

Change Management and Upgrades:

Implement network changes and upgrades following change management procedures.

Coordinate change activities to minimize impact on network operations.

Customer Relationship and Communication:

Build and maintain positive customer relationships, understanding network requirements.

Communicate network status, incidents, and maintenance activities effectively.

Documentation, Reporting, and Training:

Maintain accurate documentation of network configurations and incident reports.

Prepare detailed reports on network performance and service activities.

Provide training to customers on network operations and best practices.

Emergency Response and Continuous Improvement:

Respond promptly to emergency network issues, ensuring rapid resolution.

Identify opportunities for process improvements and stay updated on industry trends.

MTN Kabul, Afghanistan

Operation Support System (OSS) Engineer 12/2008 – 07/2012

NOC plays a vital role in monitoring and managing a telecommunications operator's infrastructure and services to maintain high availability, reliability, and performance for their customers.

Network Infrastructure: Monitoring routers (MSSs, MSCs, BSCs), switches, firewalls, and other networking equipment to ensure seamless connectivity and performance. Escalating issues promptly to BO specialized teams for resolution.

Server and Application Monitoring: Ensuring the availability and performance of critical servers hosting applications and services essential for operations. Following up on performance trends and escalating anomalies as needed.

Telecommunication Circuits: Monitoring leased lines, fiber optics, microwave links, and other communication circuits to maintain connectivity and optimize bandwidth usage. Escalating circuit disruptions and coordinating with vendors for repairs.

Performance Metrics: Tracking key indicators like latency, packet loss, throughput, and jitter to assess network health and preemptively address potential issues. Following up on performance degradation and implementing corrective actions.

Security and Environmental Monitoring: Overseeing security systems (IDS, firewalls) and environmental conditions (power supply, HVAC) to safeguard infrastructure and comply with regulatory standards. Escalating security incidents and coordinating responses with security teams.

EDUCATION/CREDENTIALS

Preston University Peshawar, Pakistan

Bachelors of Science in Information Technology – Networks Administration, IT Consulting (CGPA: 3.7) 09/2004-09/2008

PROFESSIONAL CERTIFICATIONS

Cisco Certified Network Associate ITIL Foundation Certification (Course)

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