Albarka Oumarou
Niamey,Niamey
Summary
Flexible Technical Support Engineer with more than10 years of experience helping clients maintain smooth operations. Expertise in BSS-VAS&Billing systems and Telecommunication environments. Commended for rapidly and effectively resolving downtime and efficiently integrating new hardware and components.
Combines personal expertise with diverse professional relationships tp support maximum support quality. Willingness to take on added responsabilties to meet team goals.
Overview
19
19
years of professional experience
Work History
Junior Technical Support Engineer
Whalecloud Technology
Niamey, Niger (onsite), Namibia( (Remote)
04.2022 - Current
- Met with team personnel to share details of discovered issues and recurrent custom complaints.
- Documented faults and bugs for referral to development staff for use in updates.
- Enhanced customer satisfaction by resolving complex technical issues promptly and effectively.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Developed comprehensive troubleshooting guides for internal use, improving team knowledge and performance.
- Served as an escalation point for challenging technical inquiries, demonstrating expertise in product knowledge and problem-solving abilities.
- Managed multiple concurrent support cases with precision and focus, resulting in a high rate of case closure within target timelines.
- Provided remote assistance to clients, ensuring timely resolution of software and hardware concerns.
- Maintained clear communication channels with clients throughout the troubleshooting process, ensuring transparency and trust.
- Mentored junior members of the team on best practices in issue resolution techniques.
- Performed root cause analysis of reported issues to enact corrections.
- Patched software and installed new versions to eliminate security problems and protect data.
- Diagnosed and troubleshot hardware, software and network issues.
- Tested new software and hardware prior to deployment.
- Configured hardware, devices, and software to set up work stations for employees.
- Developed and implemented preventive maintenance procedures.
- Installed and configured operating systems and applications.
- Monitored system performance to identify potential issues.
- Led training sessions for new staff to ensure high-quality technical support standards across team.
- Enhanced team productivity, introducing automation tools that reduced repetitive tasks and allowed more focus on complex issues.
- Enhanced security protocols, conducting thorough audits and implementing necessary updates to safeguard against potential threats.
- Served as key liaison between technical team and non-technical stakeholders, translating complex technical details into understandable terms.
- Developed and maintained technical documentation, aiding in quicker onboarding of new team members and serving as reference tool.
- Reduced system downtime significantly, conducting regular maintenance checks and updates.
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Excellent communication skills, both verbal and written.
- Worked well in a team setting, providing support and guidance.
BSS-VAS Systems and Services Expert
Orange Niger Now Zamani Telecoms
Niamey Niger
07.2016 - 03.2022
- Lead implementation of BSS solutions, including CRM (Customer Relationship Management), billing, and order management systems. This involves configuring systems to meet business requirements and ensuring successful deployment.
- Analyze and optimize business processes related to customer service, billing, and revenue management to improve operational efficiency and effectiveness.
- Ensure that BSS systems are integrated with other IT and VAS systems
- Provide support to end-users on BSS systems, offering training and documentation to ensure that teams can effectively use the systems.
- Address technical issues related to BSS applications and systems. Work with technical teams to troubleshoot problems and implement solutions.
- Collaborate with product management and marketing teams to align BSS capabilities with customer needs, fostering improved customer experience across services.
- Manage data flow within BSS solutions and generate reports to provide insights into customer behavior, billing performance, and other key metrics.
- Work with external vendors of BSS solutions to ensure that service agreements are met, and enhancements or upgrades are implemented effectively.
- Ensure that all BSS systems adhere to regulatory compliance and security standards to protect customer data and privacy.
- Stay current with industry trends and advancements in BSS technologies, advocating for ongoing improvements and upgrades to the organization’s BSS capabilities.
Regional Manager
Gemtel Green Network
Yei South Sudan
07.2010 - 06.2016
- Acting as a liaison between upper management and the regional teams, providing feedback on performance, challenges, and opportunities.
- Leading and motivating teams across multiple locations within the region. This includes hiring, training, and development of staff to ensure effective performance.
- Setting and monitoring performance metrics and objectives for the region, ensuring that targets are met or exceeded.
- Developing and implementing sales strategies to increase revenue and market share within the region. This often involves working closely with sales teams and key clients.
- Managing budgets and financial reports for the region, including forecasting and ensuring profitability.
- Acting as a liaison between upper management and the regional teams, providing feedback on performance, challenges, and opportunities.
- Analyzing market trends and competitor activities to identify growth opportunities and areas for improvement.
- Building and maintaining strong relationships with clients and stakeholders in the region.
- Oversee the daily operations of the data center, ensuring that all systems are functioning correctly and efficiently.
- Ensure that the physical infrastructure (servers, storage, networking) is maintained and optimized. This includes managing installations, upgrades, and repairs.
- Implement security protocols to protect data and systems from unauthorized access and breaches. Ensure compliance with relevant regulations and standards
- Work with external vendors and service providers for hardware, software, and maintenance services. Negotiate contracts and manage relationships
- Work with external vendors and service providers for hardware, software, and maintenance services. Negotiate contracts and manage relationships
IN-VAS&Billing Manager
Sahelcom (now Niger Telecoms)
Niamey Niger
02.2006 - 06.2010
- Managed monthly billing process to complete billings and returns to meet company revenue recognition policies.
- Trained and mentored staff on procedures, compliance requirements, and collections techniques.
- Worked with customers to develop payment plans and bring accounts current.
- Conducted performance reviews and implemented improvement plans.
- Oversee the configuration, implementation, and maintenance of billing systems for value-added services. Ensure that these systems are robust, scalable, and meet the organization's requirements.
- Implement measures to ensure that all revenue from value-added services is accurately billed and collected. This includes monitoring billing processes to identify and rectify discrepancies.
- Collaborate with product management and marketing teams to develop pricing strategies and billing plans for various value-added services. Ensure they are competitive and aligned with market demands.
- Ensure that the billing processes comply with legal and regulatory requirements, including taxation and financial reporting standards.
- Generate and analyze billing reports to track performance, identify trends, and provide insights to management about revenue streams from value-added services.
- Work closely with customer service teams to address any billing inquiries or issues arising from value-added services. Ensure timely resolution of customer complaints.
- Coordinate with technical teams, product managers, and operations to ensure that the billing system is integrated with other business support systems
- Plan and manage upgrades or changes to billing systems, ensuring minimal disruption to billing cycles and customer service.
- Provide training to internal teams regarding billing systems and processes, ensuring all personnel are knowledgeable about value-added services billing.
- Manage relationships with third-party billing solution vendors. This includes negotiating contracts, ensuring service level agreements (SLAs) are met, and addressing any performance issues.
Education
No Degree - ICT & IP Network
EST Niger
Niamey, Niger07-2020
No Degree - GSM Technologies Certificate
ONSITE TRAINING
Juba, South Sudan09-2013
No Degree - ZXG10-10&ZXG10-SC&ZXVMS Certificates
ZTE UNIVERSITY
Shenzhen, China08-2009
No Degree - Sydate NGN Billing System Certificate
ONSITE TRAINING
Niamey Niger11-2007
No Degree - ZXG10-IN Certificate
ZTE UNIVERSITY
Shenzhen, China09-2007
Bachelor of Science - Electrical, Electronics Engineering Technologies
ABUBAKAR TAFAWA BALEWA UNIVERSITY
Bauchi, Nigeria07-2005
Skills
- Technical Support
- Technical Troubleshooting
- Hardware Configuration
- Root Cause Analysis
- Support system management
- Teamwork and Collaboration
- Customer Relationship Management
- Project Management
- Backup and recovery
- Training and mentoring
- Change Management
- Interpersonal Communication
- Incident Management
- Network Administration
- Ticket management
- ITIL Processes
- Scripting Languages
- Disaster Recovery Planning
Languages
Zarma
Native language
French
Proficient
C2
English
Proficient
C2
Additional Information
Ghadfi Mohamed former CEO GEMTEL South Sudan gadfi_m@yahoo.fr Tel: +22790555515
Bian Renzhong Whalecloud project manager bian.renzhong@iwhalecloud.com +86-18351883526
Muhammad Bin Aslam Operation Manager Muhammad.Bin.Aslam@iwhalecloud.com +92-3348888543
Timeline
Junior Technical Support Engineer
Whalecloud Technology
04.2022 - Current
BSS-VAS Systems and Services Expert
Orange Niger Now Zamani Telecoms
07.2016 - 03.2022
Regional Manager
Gemtel Green Network
07.2010 - 06.2016
IN-VAS&Billing Manager
Sahelcom (now Niger Telecoms)
02.2006 - 06.2010
No Degree - ICT & IP Network
EST Niger
No Degree - GSM Technologies Certificate
ONSITE TRAINING
No Degree - ZXG10-10&ZXG10-SC&ZXVMS Certificates
ZTE UNIVERSITY
No Degree - Sydate NGN Billing System Certificate
ONSITE TRAINING
No Degree - ZXG10-IN Certificate
ZTE UNIVERSITY
Bachelor of Science - Electrical, Electronics Engineering Technologies
ABUBAKAR TAFAWA BALEWA UNIVERSITY