Mustafa Farraj

• Process Optimization & Automation: Architected, developed, documented, and tested an automation tool that reduced ticket volume by 60%, significantly improving issue resolution time and operational efficiency.
• Telecommunication Architecture: Expertly managed front-end, billing, and backend systems, resolving complex client issues and optimizing overall system performance.
• Team Leadership & Mentorship: Led onboarding and mentoring of new hires, expediting integration into technologies and processes, resulting in reduced onboarding times and enhanced team productivity.
• Technical Troubleshooting & Collaboration: Partnered with cross-functional teams to troubleshoot complex scenarios, improve documentation, and facilitate knowledge sharing, ensuring continuous process improvements.
• Project Management & Analysis: Organized and led weekly support ticket analysis meetings, providing insights and recommendations that enhanced ticket creation and management processes.

Key Achievements:

• Knowledge Base Development: Led the creation of a comprehensive telecommunication architecture knowledge base, streamlining client issue resolution and boosting customer satisfaction.
• Mentorship Program: Developed and executed mentorship programs, accelerating new hire proficiency, improving team efficiency, and fostering a collaborative team environment.

• E-Poll Book & Device Management: Maintained and ensured operational efficiency of e-poll books and ballot marking devices across multiple locations in the Greater Los Angeles Area.
• Technical Support & Maintenance: Installed and repaired hardware, software, and peripherals, promptly addressing technical issues to prevent downtime.
• Voting Equipment Maintenance: Conducted routine checks and troubleshooting of electronic voting systems, ensuring accurate and reliable functionality during critical election periods.
• Election Technical Support: Provided on-site technical assistance to election staff, enhancing the efficiency and reliability of voting processes.
• Setup & Breakdown Coordination: Streamlined polling station setup and breakdown, ensuring compliance with election protocols and efficient station management.
• Issue Reporting & Documentation: Documented and reported technical issues and resolutions, contributing to continuous improvement and operational success.

Key Achievements:

• Operational Success: Ensured seamless operation of e-poll books and ballot marking devices across all assigned locations.
• Election Contribution: Played a pivotal role in the successful execution of the 2020 Presidential Election in Greater Los Angeles through dependable technical support.