Akram Elias

Responsible for delivering proactive and reactive network infrastructure management services and escalation support. Design, implement and continuously improve proactive monitoring and management services.

Manage the Network Operations Center (NOC) staff, and taking ownership of all technical issues

2016 - 2017

2018 - 2020

Sudanese Thermal power generating company (STPG C.LTD)

ERP System Administer, Khartoum maintaining the STPG open ERP and related services, database maintenance, user accounts, data migration & system upgrade. Other responsibilities include analyzing business needs as well as creating and providing tools to improve user processes.

Huawei Corporation – Zain Nile Project

Front Office engineer, Khartoum

• Monitor alarms on alarm monitoring systems.
• Filter and Correlate alarms.
• Verify whether alarms are related to Planned Work.
• Verify alarm clearance and service. restoration once resolver completes the TT restoration activities.
• Create Trouble Ticket on SDM with the correct priority and assign to the correct resolver group.
• Carry out notifications as per the notification matrix.
• Follow up with resolver groups in case of delays.
• Confirm with customer if service is restored.
• Close TTs after suitable verification
• Maintaining the Known Error Database spreadsheet.
• Generated incident daily/weekly/monthly report.

Akram M. Elias

Interconnect & Roaming specialist

Personal information

Name

Akram Mohammed Elias

Birthdate

15th of July 1992

Gender

Male

Residence

Khartoum North, Al-Safya Block 9

Nationality

Sudanese

Profile

Responsible for delivering proactive and reactive network infrastructure management services and escalation support. Design, implement and continuously improve proactive monitoring and management services.

Manage the Network Operations Center (NOC) staff, and taking ownership of all technical issues

2020 - 2022

Kuwaiti Sudanese Holding Corporation

Front Office team leader, Khartoum

• Frequently interacts with subordinates, customers and peer groups at various management levels and provides timely status updates.
• Ensure effective communication is maintained during a Major Incident.
• Conduct ticket reviews, manage schedules, and conduct performance reviews.
• Develop and implement annual training plans for each team role.
• Create and monitor development plans to ensure consistent continued improvement in the skills and abilities of the team.
• Act as an escalation point for NOC-related issues being handled by other team members.
• Develop, document, implement, and continuously improve the necessary processes to ensure consistently high performance in all areas.
• Identify and measure the necessary metrics to monitor results and identify areas requiring improvement.
• Maintain and improve existing client documentation to improve service delivery

Enhancing handling complaints to Platinum customers.

• Improve Monitoring capabilities for fault and performance for Ericsson Interconnect and Roaming Batch rating chain system.

• Troubleshooting & fixing roaming problems received from the roaming operations 1st line team, from the quality team reports or from the commercial team.

• analyzing Roaming FRAUD reports received from commercial and investigating the variance.

• Tracing of faults discovered in audits and disputes or due to complaints.

• Collect data required for reporting.

• Support in the troubleshooting and resolution of trouble tickets raised SIT/UAT • Configuration & testing for roaming & interconnect from end to end.

• End to end testing of the Real time rating Chain (BSCS SDPX, BSCS RATING chain, RTX/PRD DB).

Education

2010 - 2016

2018 -

2010 - 2016

2018 - 2019

University of Khartoum/Faculty of Mathematical Sciences Organization, City

Bachelor of Mathematical and Computer sciences

University of Khartoum/Faculty of Mathematical Sciences Organization, City

Master Degree of Database Sciences & Administration