USAMA WAGO

As a Technical and Business Operations Analyst at Amdocs, my role focuses on bridging the gap between technology and business processes to ensure efficient operations. I collaborate closely with cross-functional teams to analyze, optimize, and enhance workflows and systems. Below is the descrition of my job role:

• Worked on the 3UK project providing Level 3 (L3) network and service support for MVNO partners.
• Acted as a primary technical interface between Three UK and MVNOs, handling complex escalations beyond L1/L2 support.
• Investigated and resolved end-to-end service issues including connectivity, provisioning, performance degradation, and service outages.
• Performed root cause analysis (RCA) and implemented permanent fixes to prevent recurrence.
• Coordinated with internal core network and vendor teams to resolve high-impact incidents within SLA.
• Analysed business processes to identify inefficiencies and recommend improvements for operational excellence.
• Documented process flows and created user manuals to support effective change management.
• Monitored key performance indicators to track progress against strategic goals and objectives.
• Managed cross-functional teams to deliver project outcomes within agreed timelines and budgets.
• Mentored junior analysts, providing guidance and support to foster professional development.
• Supported teams during implementations and produced clear instructions outlining changes.
• Helped clients enhance internal structures and improve handling of current and potential problems.
• Supported incident, problem, and change management processes in line with ITIL practices.
• Provided technical reports, incident updates, and post-incident documentation to MVNO stakeholders.
• Delivered L3 operational support for Three UK MVNO services, managing complex network and service-level incidents.
• Served as a technical escalation point for MVNO partners, ensuring rapid resolution of critical service issues.
• Diagnosed issues across core network elements, interconnects, provisioning flows, and service platforms.
• Led root cause analysis and corrective actions, reducing repeat incidents and improving service stability.
• Collaborated cross-functionally with network operations, engineering, vendors, and service management teams.
• Ensured SLA compliance and service continuity for multiple MVNO customers.
• Collecting, interpreting, and analyzing data to drive operational decision-making and strategic initiatives.
• Identifying inefficiencies in current operations and implementing solutions to streamline processes.
• Providing technical expertise to solve operational issues, ensuring smooth system functionality, and enhancing operational tools.
• Leading and supporting cross-functional projects to align technical operations with business goals, ensuring timelines and objectives are met.
• Acting as a liaison between technical teams and business stakeholders to ensure that operational needs are understood and met.
• Assisting in the planning and execution of business strategies, contributing to overall company growth and efficiency.
• Translated complex technical concepts into understandable terms for non-technical stakeholders.
• Scrutinised workflow charts, reports and job descriptions, suggesting beneficial changes.
• Analysed business operations to identify inefficiencies and recommended optimisation strategies for improved performance.
• Spearheaded customer service improvement initiatives, leading to increased customer satisfaction scores.
• Led the development of reporting frameworks to provide critical insights into business operations.

As an Associate Technical Support at Tech Mahindra Limited I have Monitored, troubleshoot, and optimized network infrastructure, ensuring high availability and performance for clients onThree UK Network, below is the description of my job role:

• Oversaw network team operations, efficiently distributing workloads for RAN and non-RAN tasks.
• Led 20 professionals acting as an Subject Matter Expert boosting operational efficiency.
• Handled escalations for RAN and non-RAN issues, ensuring swift resolutions.
• Analyzed KPIs for 3G, 4G, and 5G networks to improve performance metrics.
• Utilized network tools to evaluate mobile site coverage across UK postcodes.
• Conducted thorough analyses of network site performance as required.
• Monitored network performance, identifying anomalies to prevent disruptions.
• Managed incident lifecycle from initial report to resolution, ensuring high customer service levels.
• Delivered remote support to users, guiding them through step-by-step solutions.
• Reviewed and updated service desk procedures and documentation to reflect best practices.
• Received, assigned, resolved and escalated tech help desk requests and tickets.
• Developed user-friendly guides and FAQs for common issues, reducing repeat support requests.
• Conducted regular knowledge-sharing sessions with team members to improve overall service desk efficiency.
• Monitored network performance, identifying and reporting anomalies to prevent potential disruptions.
• Maintained detailed records of user interactions, updates, and completed actions in the service management system.
• Managed incident lifecycle from initial report to resolution, maintaining high levels of customer service.
• Trained team members and users in newly implemented and emerging technology to enhance business productivity.

As a Network Executive specialising in Radio Frequency at Tikona Infinet, I gained valuable experience in RF planning, spectrum management, and network performance optimization for wireless services, below is the description of my job role:

• Specialized in RF planning, spectrum utilization, and wireless network performance optimization to ensure reliable broadband service delivery.
• Monitored, analyzed, and resolved critical network and RF-related incidents, escalating high-impact issues while maintaining clear communication with stakeholders.
• Managed customer trouble tickets by coordinating with engineering, field, and operations teams to deliver timely and effective resolutions.
• Provided technical support to service delivery and O&M teams, acting as an escalation point for complex network and RF issues.
• Coordinated and supported a team of 40+ engineers, assisting with troubleshooting, installations, and operational challenges across multiple locations.
• Planned and executed preventive and predictive maintenance activities for RF and network devices to improve network stability and reduce outages.
• Supported installation, commissioning, and maintenance of Internet Leased Line (ILL) and last-mile connectivity for enterprise and retail customers.
• Worked with a wide range of RF equipment including PowerBeam, NanoBeam, NanoBridge, LigoWave, TP-Link, and LTE devices, providing planning and deployment support to field engineers.
• Configured and supported network security and infrastructure devices such as firewalls (Cyberoam, Fortinet, Sophos), routers, managed switches, and Wi-Fi solutions.
• Maintained incident documentation, SOPs, and knowledge base articles, and assisted in training new team members on tools, processes, and best practices.