TALAL ELNUR
Manager Technical Support
SEATTLE,US
Summary
Highly motivated, flexible Technical Support Manager with 15+ years of strong Telecom industry experience coupled with a viable background in business intelligence and data architectural design ingenuity. Adept at understanding business or client requirements and translating them into a sustainable strategy, initiative, or solution.
Overview
17
17
years of professional experience
6
6
years of post-secondary education
Work History
Technical Support Manager
T-Mobile US, Inc
Seattle, WA
05.2015 - Current
- Leading a team of 15 support engineers, instructional designers and program managers overseeing the design, quality assurance, technical training, and acceptance of new/expanded nodes and services introduced into the T-Mobile network
- Established the Operations Readiness and Training Center (ORTC) with a $1 million OPEX budget to evaluate new technologies and ensure new products are ready to use quickly and with superior quality
- Successfully negotiated bulk pricing for national software licenses utilized by over 1500 end-users, resulting in a $75,000 OPEX savings
- Directed the Operational Readiness team in the validation and certification of multi-vendor engineering platforms (Radio access networks, IP back-hauls) and other support equipment (Power cabinets, generators, and microwave)
- Coached and mentored a team of Technical support engineers and program managers in the Operations Support group, establishing a team environment and a culture of performance
- Collaborated with senior management across VP lanes to define organizational goals and complete performance assessment, coaching, and career development planning for my team
- Drove long-term design improvements with peers in Network Design, Tier 2, Regions, and Lab to ensure resolution of chronic network issues
- Provided monthly readouts to executives and regional leadership teams on strategic projects impacting Operations in the T-Mobile network
Sr. System Design & Strategy Engineer
T-Mobile US, Inc
Seattle, WA
04.2012 - 05.2015
- Led validation, functionality and quality assurance testing including maintaining, operating, and troubleshooting of core data infrastructure vendors and platforms in T-Mobile national lab (Ericsson & Nokia products, 3rd party)
- Provided ongoing customer support throughout rollout as well as validation of new features, design concepts and test cases to meet the customer's expectations
- Drove product support by conducting interoperability tests and troubleshooting bottleneck network issues for end-to-end call flows, fixing patches and software upgrades
- Performed feasibility analysis and validation of new technologies, products, features, and services to maintain, enhance and evolve T-Mobile's 4G LTE Radio Access Network
- Automated test plans for key use cases, optional features, and load testing scenarios using Perl scripts
- Lead proof of concept testing and launch of 600 MHz LTE service. The project contributed to the $8B acquisition of T-Mobile 600 MHz Spectrum
- Evaluated new technologies and features (VoLTE/ SRVCC/Carrier Aggregation) in collaboration with various technical teams
- Developed test plans, test reports, method of procedure (MOPs), and troubleshooting bulletins for T-Mobile network engineers to assist with the new system(s) and feature(s) deployment
Services Engineer
Ericsson AB Sweden, ELS
Khartoum, Sudan
11.2007 - 03.2012
- Developed, designed, deployed and integrated telecom and datacom services for customer networks in the following areas: equipment installation, hardware and software Integration, operation and maintenance, Radio Optimization & Performance management
- Led the implementation of 2G and 3G radio deployments for several operators in the MENA region - well versed in startup, expansion, migration, and new network integration process
- Integrated different network nodes in customer premises using the latest Ericsson RAN tools & process
- Participated in several UMTS Software deployment planning, preparation, and upgrade projects including P7FP Verification in Spain, and W10B Verification in China
- Implemented various critical activities including Intra/Inter RNC re-homing, Iub capacity expansion, Hub RBS dismantling, Multi-Carrier configuration, and RNC Extension Subrack expansion configurations for a client in Morocco
- Led the successful multi-vendor verifications (MVV) for a client in Sudan: coordinated integration and then testing of Huawei 3G with Ericsson 3G “Iur MVV”
- Participated regularly in on-call support rotations ensuring issues and escalations are resolved as per SLA
Technical Support Engineer
Canar Telecom
Khartoum, Sudan
04.2006 - 11.2007
- Delivered second line technical service and network support to enterprise and consumer customers
- Investigated and resolved problems daily to stabilize and optimize customer networks
- Handled customer inquiries regarding the company's product and services offerings
- Provided service provisioning, customization, installation, and technical support when network upgrade, expansion or regular maintenance is required
- Performed testing and verification of quality of service rendered thru wireless local loop and wired line over Canar's Next Generation Network
- Observed rigorous acceptance test procedures on various products sold to customers and approved final documentation
Education
Business Leadership Certificate Program -
University of Washington - Michael G. Foster School of Business
07.2017 - 02.2019
Bachelor of Science - Electrical & Computer Engineering
Ohio State University
02.1999 - 01.2004
Skills
Process design
Project lifecycle management
Managing service level agreements
Operations management
Financial Management
Customer Relationship Management
Timeline
Business Leadership Certificate Program -
University of Washington - Michael G. Foster School of Business
07.2017 - 02.2019
Technical Support Manager
T-Mobile US, Inc
05.2015 - Current
Sr. System Design & Strategy Engineer
T-Mobile US, Inc
04.2012 - 05.2015
Services Engineer
Ericsson AB Sweden, ELS
11.2007 - 03.2012
Technical Support Engineer
Canar Telecom
04.2006 - 11.2007
Bachelor of Science - Electrical & Computer Engineering
Ohio State University
02.1999 - 01.2004