1. Mustafa Abu El-Ezz – SeniorCustomer Service Engineer
6A -El Diwan St, Garden City, 1151 Cairo, EGYPT
Mobile (EGYPT): +201003253339
E-mail: mustafa.abuelezz@gmail.com
Profile Summary
10 years’ experience in world-class organizations, providing Business Support Services for BSS & IT Managed Services
for Telecom Operators in the Gulf & Africa. Excellent knowledge in Telecom Operations processes, procedures & tools,
along with a profound technical and business process knowledge of ITIL, e-Tom & ISO requirements and Procedures.
An enthusiastic candidate, with a solid background in business support & CRM systems. Possess hands-on experience in
IT Customer Service & Service Management, leading teams of professionals, in dynamic & customer-centric
environments
Strengths
 Strong functional knowledge of technology with an ability to utilize the same in formulating business strategies
and conducting operations, with a high ability to assess client and business needs for both Offshoring and On-
Site support models.
 Hands-On experience with Telecom Business Structure & Operations, including but not short to: Huawei
products (CRM, IPCC Provisioning, Mediation, Rating, Billing, Roaming, Interconnect & SMS Gateway)
Solutions Creative abilities in Process Architecture & the respective Governance methods.
 In-Depth Knowledge of ITIL framework & ISO structure, procedures and policies with an overall good
knowledge of Quality Assurance.
 Strong understanding of large Enterprise infrastructure designs, equipment’s, Datacenter operational & safety
polices.
 Expert in Creating and maintaining standardization IT Documentation and operation procedures, forms,
checklists, work instructions...etc. (with proper version control.)
 Quick learner with the ability to imbibe new technologies and standards with ease.
 Strong eye on detail, with great analytical & reporting abilities.
 Excellent communication and interpersonal skills as well as pursuing presentations.
 Strong team player with the ability to Lead, Train, Motivate and Inspire colleagues.
Professional Experience
Current Job (Nov, 2012 Present):
Senior Cusromer Service Engineer - CSE
HUAWEI Technologies –Egypt technical Assistance Center (ETAC) – Smart Village, Cairo, Egypt
Provide service management for a wide range of telecom operators in MEA & Africa region.

2. 2
Duties & Responsibilities:
 Responsible for providing 2nd level support for North Africa & Middle East Huawei customers for
(CCBS (Mediation, PRM) IPCC call-flow, C&C08-AIP SWITCH, UAP, CTI, FILE SERVER, DB configure, UAP,
ICD Platform 2.03, Inter-department connectivity, Oracle and several other windows servers and Linux Servers
maintenance. VP, USDP, Portal Configure & Maintenance.)
 Use trouble ticket system for tracking customer interactions and issue resolution.
 Perform the analysis & diagnosis of the reported faults/problems
 Evaluate customers concerns and resolve problems to customer satisfaction.
 Follows up with customer to ensure first call resolution and achieve and deliver 100% customer satisfaction.
 Use various department tools, technical knowledge, lab equipment, and on-line resources for customer issue
resolution.
 Perform Inspection/Health Check (Using The Inspection tool) with Results Analysis & issue Execution Action
Plan.
 Update customers with progress and timescales according to ITR business/process rules.
 Consulting & remote support for the IPCC managed services.
Technical Skills:
 VCS Clustering and VVR Technologies, Oracle Administration, Data-Guard Installation, GDR Solution and
Implementation, Network Switch-Over and Cut Over, Application Fail Over Test and Cut Over, Data-Guard
Failover Scenario, Load-Balance Switch Over Scenario, Data Backup, Data Duplication, ....
Current Job (June, 2011 Present):
Senior BSS Application Service Management Analyst - SME
HUAWEI Technologies -Global Delivery Center (GDC) – Smart Village, Cairo, Egypt
Led service management for a wide range of telecom operators in MEA region: Zain KSA, Zain
Bahrain, Airtel GHANA, and EMTS NIGERIA.
Duties & Responsibilities:
 Handling and administering the TABS (Telecom Billing system) operations as well as CBS/OCS Huawei
solution modules: Provisioning, PRM, SMSGW, CBS, NRT, Mediation, and. IPCC
 Updating customer with the processing status, as well as implement and define the new operators roaming
agreements ACLs.
 Creating/Processing the inventory (IMSI/MSISDNs) checks, while resolving all provisioning issues; ensuring all
subscribers associated network nodes are correctly configured.
 Fully responsible for provisioning activities, bulk activations and deactivation, services installation, and system
administration, as well as supporting all provisioning related command failing issues.
 Provision & maintain new LTE subscribes on Huawei & NSN HSS systems like SAE-HSS 9820.
 Continuous and effective coordination with other teams (NOC Core, IN, Optimization, RPT, and VAS) to
streamline and excel operations.
 Achieved a substantial reduction in the number of faults raised by customers. Hence, I’m in charge of analyzing
all fault types, performing root cause analysis and proffering expert advice and solutions. “System Faults have
since reduced to the barest minimum ...”
 Acted as Second Line Support in Customer Care Billing Application issues, while working with all other billing
operation groups, business groups, as well as 3rd party personnel’s, as to provision services on network elements
and implement the service logic for any new service.

3. 3
Previous Job (Jan., 2006 June, 2011):
Customer Service Engineer
International Turnkey Systems (Managed Services Dept.) (Saudi Arabia)
Duties & Responsibilities:
As a Provisioning Engineer:
 Supporting all provisioning related command failing issue, and bulk provisioning issues.
 Continuous and effective coordination with other teams (NOC, OSS, and VAS) to streamline the operations, and
in the phase of for testing new setups, and configuration elements, etc.
 Performing regular Pre/Post checks for all systems including health-checks and the overall system performance.
 Creating/Preparing/Updating work orders & incident tickets.
 Testing new HLRs - SIMOTA - IN – SCs & SAAM network elements connections added to the network.
 Working closely with NSN team on services provisioning activities on the network elements; as well as
implementing service logic for new services.
 Identifying trends and potential problem sources.(By reviewing incident & problem analysis)
 Act as on-call personnel for production support outside core business hours.
As a NOC Operations Specialist:
 Monitoring TABS billing system processes. (Mediation – Rating – Roaming -Provisioning and Activation),
Subex Azure Concilia™ Interconnect Billing System processes and stages, as well as Oracle financial server &
E-self-care processes.
 Monitor back-up completion of File systems, and database backups through the VERITAS backup software.
 Report and escalate any application processes, hardware, operating system, or database incidents or errors those
are detected during the monitoring activity.
 Update problem management repository with temporary solutions “workarounds” and known errors.
 Monitoring Windows critical faults & alarms through SCOM.
 Monitoring network/system resources, while identifying, diagnosing and resolving problems using Cisco Works,
Zenoss Core and other network troubleshooting/monitoring tools, IP Telephony Cisco Unified Communications
Managers, Cisco Unity voice mail systems, customer response solutions (IPCC Express), and IVR
 Provided Desktop support for Sunray 270 Terminals within the Sun ray Administration server.
 Generating daily/weekly/monthly availability reports.
 Monitoring servers using enterprise system management tools; interpret console messages from system software
or applications program, and perform required actions as reporting to the service desk.
 Run daily batch jobs if needed under the supervision of Application owners & database Administrators.
 Assist 2nd line support during maintenance on the servers in the data center and disaster recovery center.
 Run customer billing related processes, such as rental, billing and bill printing processes.
 Handle service desk and be the single point of contact for all incidents, problems occurring outside the working
hours of ZAIN KSA.
Projects & Professional Achievements
September, 2015
Assigned to lead the Billing CS Transition Project from Egypt GDC to India ODC (Silicon Valley, Bangalore)
Designed & implemented a full Knowledge-Transfer Program, along with the role I have actively played during the Service
Transition project up to the closure phase. Planning, Training, Documentation, Evaluation, Resource & Time Management

4. 4
March, 2014
Assigned to lead the SMS GW transition project from ZAIN KSA on-site to Egypt GDC off-Shore departments.
Acquiring & documenting technical knowledge, while maintaining & monitoring all the support activities in Huawei Egypt.
June, 2013
Assigned to lead the Operations Service Transition for the modules of Roaming, Interconnect & NRT from Zain
Bahrain to Egypt GDC.
Led business & technical knowledge transfer activities, then maintain operational support in Egypt GDC.
Knowledge Transfer, Technical Setups, as well as Communications handling.
July, 2011
Participated in GAP Analysis & Continuous Service Improvement (CSI) plan in Huawei Egypt GDC.
Enhanced methodologies and the approach taken to handle any of the customers complains/concerns.This has resulted in a
substantial satisfaction & appreciation fromour customers, as well as the different support groups in Egypt GDC
Analyzing the current GAPs in Operational Support Customer Handling, then planning and recommending the AS -IS and
TO-BE scenarios to higher management in my department.
May 2011
Directly involved in a Major Data-Base project to recreate TABS Billing System Database of Zain KSA.
Assisting the recreation of all Provisioning Tables & transfer all background Processes from Old to New Data-Base System.
February, 2009
Directly involved in enhancing the IT-NOC Automation / Enhancement Project activities.
IT-NOC monitoring toolsautomation / enhancements,by building and maintaining UNIX scripts from scratch to be able to
monitor the billing system processes and modules such as Provisioning,Mediation,and roaming SMS gateway.
Education
Bachelor of Computer Science and Hotel Management July, 2006
AL-Alson High Private Institute for Tourism, Hotels and Computer Science: Nasr City
Certificates & Professional Studies
 Microsoft Certified System Engineer MCSE 2003
 IT Service Management. (Certified ITIL V3 Foundation)
 Network Diploma. YAT Education Center
 MCSE 2003 (Microsoft certified System Engineer)
 System Center Operation Manager 2007
 BMC Remedy IT Services (ITS Academy Course)
 ITIL V 3 Foundation (ITS Academy Course)
 Sun Solaris 10 Associate (ITS Academy Course)
 Oracle 10g Developer Track
 Strong Knowledge of Cellular networks structure

5. 5
Technical Areas of Expertise
Operating Systems
 Microsoft Windows 2000, 2003 and 2008
 UNIX Sun Solaris 10 OS
 HP-UNIX
 AIX
 Oracle 10g/11g
 Linux Red hat Enterprise 10
 Linux Suse 10/11
System Solutions
 Huawei BSS and CRM/RM Solutions
 Huawei IPCC Solutions
 Active Directory / DNS / WINS/ DHCP TCP IP
(IPv4 & IPv6)
 Microsoft Internet & Security Server 2004
 System Center Operation Manager SCOM2007
 Huawei ATAE Solutions
 System Center Data Protection Manger DPM
 Microsoft Exchange 2003 & 2007
 HP Onboard Administrator
 Sun Ray Server Software Version 4
Programing Languages & Scripting skills
 VBScript
 Bash /shell scripting
 C / C++
 XML / SOAP / Web services
 ADSI/WMI
 SQL
 PL/SQL
 HTML / HTM