Mohammad Baker

- Create and design CEM use cases for mobile operators to solve their business challenges in Marketing and Customer Care areas. - Review mobile operator’s Customer Experience Management maturity, analyze gaps, and identify critical improvement areas. - Engage customers at various levels including C-level to explore leads and opportunities for CEM solution sales - Capture and manage the customer requirements to design processes, tools, and dashboards that support the CEM transformation.

- Lead and supervised the BSS/OSS transformation for Zain Kuwait mobile operator that consists of (Converged Charging Solution, tailored CEM Solution, Mobile Money Solution, Marketing Campaign Management and features, OSS Umbrella).

- Lead the project delivery and onsite implementation of the OBS projects that includes (Online Charging System OCS, Voucher Management and Top-up System, OAM system), through integration, acceptance testing, and migration. - Manage and supervise the team in Operation and Support aspect to fulfill SLA requirement and to ensure KPIs are met.

- Provide support and operation for IN platforms, prepaid services, and money recharging systems. - Tariff administration and implementation of Marketing promotions and new/enhanced offers using prepaid services/features. - Takes ownership for the IN activities within the customer team and manage 3rd party suppliers and vendors support.

- Support and troubleshoot computer LANs and other network peripherals.

Wireless - Synchronization in uplink channel for OFDMA systems (WiMax and LTE)

Wireless telecommunication