QOSAI SAMARA

• Led an overseas specialist team delivering technical support and customer service, handling customer escalations, blockers, and prioritizing tickets based on urgency, while ensuring SLA compliance and prompt issue resolution. avg 100 tickets per month.
• Coached team members, resolved complex challenges, and implemented process improvements for enhanced efficiency.
• Created and analyzed KPI reports to track team performance, productivity, and SLA adherence.

• Provided on-site expert support for OSS Orchestration products to address production crises and resolve critical customer issues efficiently.
• Led team of six, managing escalations, mentoring team members, and developing comprehensive troubleshooting guides tailored to OSS Orchestration.
• Collaborated with Product Development Owners (PDO), Product Development Managers (PDM), and R&D teams to implement product enhancements and optimizations based on customer feedback.

• Developed and maintained backend and frontend automation test scripts using TestNG and Selenium, ensuring robust and reliable software testing processes.

• Led product support team for Amdocs OSS products, ensuring high-quality software maintenance and customer satisfaction.
• Managed and resolved issues in complex systems utilizing technologies such as Java, WebLogic Server, Tomcat Webserver, Solr, Elasticsearch, and Oracle Database.
• Collaborated with cross-functional teams to enhance product performance and deliver timely solutions.

• Designed and developed web applications tailored for small and medium-sized businesses (SMBs), ensuring user-friendly interfaces and robust functionality.
• Created dynamic web portal offering features such as news updates, blogs, real-time chat services, and on-demand video streaming, delivering seamless user experience.

• Configured and maintained a global VoIP network, ensuring seamless connectivity and optimal performance.
• Managed the conversion of incoming voice calls from PSTN to VoIP protocols, including SIP and H323.
• Oversaw call termination through overseas SIM gateways, ensuring efficient and reliable call routing.

Checkpoint & Cisco network routing configuration and firewall management over DSL, ATM internet lines.