Mukhalad Musa Ameen
Baghdad
Summary
Seeking a challenging career that gives me an opportunity to maximize my skills and experience through hard work, studying and self-learning.
Overview
12
12
years of professional experience
4
4
years of post-secondary education
Work History
IT Network Support Systems Supervisor & Call Center System Owner
Zain Iraq
08.2023 - Current
- Design, implement, and manage Cisco-based network infrastructure, ensuring high availability and scalability
- Configure and maintain routers, switches, and VPNs to support enterprise operations
- Monitor and troubleshoot network performance, conducting proactive maintenance to minimize downtime
- Collaborate with IT teams to optimize data center operations, including virtualization and cloud integration
- Develop and enforce IT policies, ensuring compliance with industry standards and best practices
- Lead network infrastructure upgrades, migrations, and system expansions to support business growth
- Manage and maintain the Avaya Call Center System, ensuring seamless operations for customer interactions
- Oversee the integration and administration of Verint WFO for call recording, monitoring, and analytics
- Supervise the VMware VDI platform for call center agents, ensuring optimal performance and security
- Work closely with vendors and stakeholders to implement enhancements and system improvements
- Develop technical documentation, training materials, and best practices for IT and call center teams
- Conduct performance analysis and reporting to optimize system efficiency and user experience
ICT Team Leader
Ericsson
12.2019 - 01.2023
- Work across local, regional and global teams to provide continuity across global offices
- Develop and maintain appropriate Wireless network, Core switches and fiber optic connection
- Maintain regular communications with stakeholders regarding all Ericsson Intake processes
- Weekly Preventive maintenance for all Ericsson main server rooms
- Accountable for roll-out of changes to Ericsson Intake processes, tools and resources
- Prepare plans for development and installation of Ericsson's servers according to present and future requirements
- Solid understanding of critical infrastructure design and architecture
- Responsible for maintenance tasks such as managing and installing upgrades for stakeholders
- Responsible for working with teams to develop and implement process improvements to improve overall business and departmental efficiencies
- Manage 24/7 Ericsson server rooms and direct daily supervision/management of the supporting staff by monitoring them through PRTG system
- Manage our administration network and support 3rd party provider that manages customer facing network as needed
Senior IT Engineer
Harlow International Group
09.2015 - 10.2019
- Day-to-day management of a technically complex and demanding client
- Weekly Preventive maintenance for all Harlow main server rooms
- Configuring VoIP cisco phones and made high reliable communications between departments
- Building a trust connection using fiber optic cables passing all network connections through
- Develop, manage and report on an IT budget for Harlow group
- Managing IT monthly report and take long discussion with management explaining IT duties during mentioned period
- Assist the Performance Services support team focused on modifying and executing an overarching support strategy
- Regularly communicate with Harlow key stakeholders, set expectations and negotiate priorities appropriately
- Creating work plans and risk assessments for prospects
- High understanding of support and change processes
- Manage our administration network and support 3rd party provider that manages customer facing network as needed
IT Engineer
Shamara Holding Group
01.2013 - 01.2015
- Responsible for networking, design, installation and maintenance services
- Manage the overall technology for the Organization including management of the software applications and hardware that support operations, liaising as relevant with technology service providers
- Management of the daily data backup and retrieval scheme
- Installing and operating Windows desktop and server operating systems
- Ensure computer hardware is safe & complies with health and safety
- Established a central Share point infrastructure and expertise to support the paper reduction, process improvement, data quality improvement
Education
Software Engineer - Software Engineering
AL-Mansoor University College
01.2009 - 01.2013
RedHat Certified System administrator - undefined
MCSA in Windows Server 2012 with R2 - undefined
Cisco certified network associate (CCNA) - undefined
MUC training Center
Skills
- High attention to detail and organization
- Good ability to manage a team and take responsibility
- Able to manage many kinds of physical work
- SAP specific software
- PRTG Network Monitoring
- Organizational and planning skills
- Excellent verbal and written communication skills both technical and non-technical
- Able to identify problems quickly and implement workable solutions
- Team-work oriented
- Decision-making
Personal Information
- Date of Birth: 04/06/91
- Gender: Male
- Nationality: Iraqi
Timeline
IT Network Support Systems Supervisor & Call Center System Owner
Zain Iraq
08.2023 - Current
ICT Team Leader
Ericsson
12.2019 - 01.2023
Senior IT Engineer
Harlow International Group
09.2015 - 10.2019
IT Engineer
Shamara Holding Group
01.2013 - 01.2015
Software Engineer - Software Engineering
AL-Mansoor University College
01.2009 - 01.2013
RedHat Certified System administrator - undefined
MCSA in Windows Server 2012 with R2 - undefined
Cisco certified network associate (CCNA) - undefined
MUC training Center
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