وهيب ز.

•Managed the day-to-day operations of a multi-site VoIP infrastructure supporting 500+

users, ensuring 99.9%+ system uptime through proactive monitoring and

maintenance.

•Led a team of 6 VoIP technicians and customer support specialists, overseeing ticket

queues, escalations, performance metrics, and ongoing training.

•Developed and implemented standardized troubleshooting procedures, reducing

average ticket resolution time

•Administered and configured PBX systems (e.g., specify platform like Asterisk or Cisco

UCM), including user provisioning, call flow design, IVR updates, and SIP trunk

management.

•Collaborated with network engineering teams to diagnose and resolve complex voice

quality issues (jitter, latency, packet loss) by implementing and monitoring QoS

policies.

•Managed relationships with telecom carriers and hardware vendors, negotiating

contracts and ensuring adherence to SLAs.

•Analyzed support metrics and CSAT scores, identifying trends and implementing

initiatives that improved customer satisfaction ratings.

•Oversaw system upgrades and migrations, ensuring minimal disruption to business

operations and end-users.

•Working as part of the sales team to develop both new and existing markets.

•Involved in developing sales & pricing strategies.

•Liaising with customers & the dealer network to answer and resolve their queries.

Identifying and then researching potential leads and opportunities.

•Constantly developing existing sales processes that will generate sustainable growth.

Responsible for developing own portfolio of customers.

•Collecting all the information required to create a request for an estimate.

•Writing accurate & informative sales reports and documentation.

•Contacting prospective clients by phone and email.

•Identifying the customer's needs.

•Dealing with a diverse range of clients in the private and the public sector.

•Evaluating competitor activity and developing appropriate responses.

•Attending sales appointments at client's premises. Attending trade shows and

exhibitions when required. Cold calling potential clients via telephone or personal

visit. Making appointments to meet new and existing clients

Sales Manager and Mobile and Computer Software Specialist, M.Z Technologies

•Attending customer calls and provides required information.

•Provisioning of service information to visitors & guests.

•Verify orders and prices over the phone and enter orders in the system.

•Manage change orders and cancellations. Perform cash functions as directed.

•Identified customer needs and proactively recommended relevant products or

services, contributing to team lead generation goals.

•Have good relations with the regular customers and respond promptly to customer

inquiries.

•Resolve customer complaints and direct them to appropriate departments.

•Flashing, Formatting and unlocking phones by various software.

•Provide all mobile app support for customers. Installing and configuring new phone

systems

•Troubleshooting and diagnosing any phone and computer system Repairing and

replacing faulty phone and computer system components Updating software and

making necessary adjustments