Technical support engineer, for GSM services on Enterprise Business Unit Saudi telecom
• Collaborated with development teams to add feature on ERP system to can solve
customer technical issue from first call without open ticket in order to increase
customer satisfaction by 36% and reduce open ticket by 46%
• 3.5milons customers have been upgraded from the 3G network to the 4G network
to improve customer experience and reduce the number of complaints related to
slow internet.
2012 – 2014
Technical support engineer, on E_NOC fixed in 909 FO EBU for FTTX service on Saudi
telecom company 909 STC
• Developed and delivered advanced technical training programs for a team of 50+
support engineers, resulting in a 25% increase in complex issue resolution rates and
a 15% reduction in escalations.
2011 – 2012
Technical support engineer, in HUAWEI Company
• Collaborated with product development teams to identify and resolve 23+ critical
software bugs, contributing to a 20% improvement in overall product stability and
user satisfaction.
2009 – 2011
Technical support engineer, for ADSL & telephone service (NOC) for FTTH service on Saudi
telecom company STC
• Increasing support team efficiency by 45% and reducing average response time
from 4 hours to 45 minutes
