Mohamad Kenaan Email & Phone Number | Nov 2009 – Present: Certified Customer Technical Manager, Ericsson, Saudi Arabia Customer Support tasks: - Technical support for Ericsson Charging System nodes and BSCS - Monitoring CSRs for solution/remedy lead time performance - Ensure the fulfillment of both SLA with customer and WLA with global support - Monitoring KPI for the percentage of local and escalated cases - Meeting and following up with customer management - Publish high-quality records in knowledge sharing forums - Handling customer conflicts and management escalation - Verify the technical solution provided by SA - Verify the method of procedure “MOP” implemented by SI on the customer network - Handling emergency cases - Onsite support for different operators and markets like Saudi Telecom, Mobily and Zain in KSA Alfa in Lebanon Nawras in Oman Remote support for 5 MTN operators in Afghanistan, Liberia, Syria, Guinea Conakry and Guinea Bissau Integration tasks: - Upgrading and updating Charging System nodes to different levels - Maiden installation for Charging System nodes especially (AIR, SDP, and CRS) - Activating and testing new features and product customization on live nodes - Sy integration between Ericsson OCC and Huawei PCRF in Zain KSA - Huawei DRA integration with Ericsson OCC - EOC and ECM integration with charging system 17 in RTT project, Zain KSA - BSCS integration with CS 17, part of RTT project, Zain KSA Certificates - PMP certified #1830337 - Ericsson CBIO ECA ID# ECP13102 (Charging system, BSCS, EOC, ECM) - ITIL 4 foundation certified # GR671060674MK - Ericsson CTM/CTL certification GIAP-20:43988 - Redline Certificate Associate RCID # RM061115-GF-1721 - Redline Certificate Professional RCID # RC-2- 080606-GF-2645 - Ericsson Certified Technology, IP V6 Essentials (MPLS, QOS, BGP, IGB) Training: - CBiO 17: E2E Use Cases Workshop Advanced (CS, BSCS, EOC and ECM) - SPIN selling training Huthwaite International - Ericsson Order Care 17 admin - VMware vSphere 6.5 - Fundamentals of professional open-source management: LFC210 - NGCRS system admin and configuration based on Hadoop db - NGVS system admin and configuration based on Cassandra database - Leading a virtual team - PMI-ACP agile certified practitioner - Oracle 11g admin 1 & 2 Awards - Building a knowledge-sharing portal 2018 - MMEA Power Award 2020 on health check tool - MMEA Star award 2021 & 2022 on proactive support Education background - MBA (AUST) 2021 - BA of Engineering in Computer (BAU), 2006

Mohamad Kenaan

Nov 2009 – Present: Certified Customer Technical Manager, Ericsson, Saudi Arabia Customer Support t...
Canada

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Mohamad Kenaan’s Email mohamad.kenaan@ericsson.com

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Mohamad Kenaan’s Location Canada

Mohamad Kenaan’s Current Industry Ericsson

Mohamad Kenaan’s Prior Industry Global Forte

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Work Experience

Ericsson

Certified Customer Technical Manager

2020-07-01T00:00:00.000Z - Present

Global Forte

Technical Supervisor

2008-12-01T00:00:00.000Z - 2009-11-01T00:00:00.000Z

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FAQ About Mohamad Kenaan

Mohamad Kenaan is located at
Canada

Mohamad Kenaan is a Nov 2009 – Present: Certified Customer Technical Manager, Ericsson, Saudi Arabia Customer Support tasks: - Technical support for Ericsson Charging System nodes and BSCS - Monitoring CSRs for solution/remedy lead time performance - Ensure the fulfillment of both SLA with customer and WLA with global support - Monitoring KPI for the percentage of local and escalated cases - Meeting and following up with customer management - Publish high-quality records in knowledge sharing forums - Handling customer conflicts and management escalation - Verify the technical solution provided by SA - Verify the method of procedure “MOP” implemented by SI on the customer network - Handling emergency cases - Onsite support for different operators and markets like Saudi Telecom, Mobily and Zain in KSA Alfa in Lebanon Nawras in Oman Remote support for 5 MTN operators in Afghanistan, Liberia, Syria, Guinea Conakry and Guinea Bissau Integration tasks: - Upgrading and updating Charging System nodes to different levels - Maiden installation for Charging System nodes especially (AIR, SDP, and CRS) - Activating and testing new features and product customization on live nodes - Sy integration between Ericsson OCC and Huawei PCRF in Zain KSA - Huawei DRA integration with Ericsson OCC - EOC and ECM integration with charging system 17 in RTT project, Zain KSA - BSCS integration with CS 17, part of RTT project, Zain KSA Certificates - PMP certified #1830337 - Ericsson CBIO ECA ID# ECP13102 (Charging system, BSCS, EOC, ECM) - ITIL 4 foundation certified # GR671060674MK - Ericsson CTM/CTL certification GIAP-20:43988 - Redline Certificate Associate RCID # RM061115-GF-1721 - Redline Certificate Professional RCID # RC-2- 080606-GF-2645 - Ericsson Certified Technology, IP V6 Essentials (MPLS, QOS, BGP, IGB) Training: - CBiO 17: E2E Use Cases Workshop Advanced (CS, BSCS, EOC and ECM) - SPIN selling training Huthwaite International - Ericsson Order Care 17 admin - VMware vSphere 6.5 - Fundamentals of professional open-source management: LFC210 - NGCRS system admin and configuration based on Hadoop db - NGVS system admin and configuration based on Cassandra database - Leading a virtual team - PMI-ACP agile certified practitioner - Oracle 11g admin 1 & 2 Awards - Building a knowledge-sharing portal 2018 - MMEA Power Award 2020 on health check tool - MMEA Star award 2021 & 2022 on proactive support Education background - MBA (AUST) 2021 - BA of Engineering in Computer (BAU), 2006