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Astute leader with extensive and progressively responsible experience in technical sales management and operations support and management, specializing in developing and mentoring individual team members and driving organizational growth. Broad experience in strategic planning, program development, and continuous improvement to drive organizational goals and vision, performance improvement, and foster positive, teamwork-oriented environments. Fully bilingual in Arabic and English.
Strategic Planning and Development
Client Relationship Management
Policy and Procedure Development
Staff Training and Team Leadership
Juniper Networks, Riyadh, Saudi Arabia, 5/2005 present
Customer Services Director, Middle East and Africa (5/2010 present)
Successfully lead, direct and administer the services portion of the company s business in the Middle East and Africa (MEA), reporting directly to the Executive EMEA Vice President of Customer Services.
Recruit, mentor and direct a highly effective services sales team; support recruiting key services delivery members. Effectively manage a team of 3 direct reports, expanding to as many as 90 individuals within the organization s matrix structure.
Lead and guide key personnel in establishing direct service contracts through productive negotiation of terms, conditions and pricing.
Proficiently identify emerging trends and unmet customer needs to create and supply solutions. Directed a first-of-kind solution for a key customer to benefit both the customer and the organization. Developed effective customer-surround models to facilitate management of escalations and critical situations for key customers.
Materially contribute to service business development and growth. Initiated a new customer engagement business in conjunction with Operation Managed Services, resulting in greatly enhanced customer loyalty and customer trust, increasing sales while leading to the largest product sale in the entire region.
Provide sound consultative advice to and develop beneficial relationships with key executives in service provider and key enterprise accounts.
Consistently meet or exceed annual targets, including significantly expanding the customer base and doubling sales from $30M to $60M in 5 years.
Manage and oversee progress on pipeline and forecasts on a weekly basis to achieve quarterly targets. Work closely with sales team and sales management to achieve regional targets and key metrics.
Senior Systems Engineering Manager, Service Provider Middle East (1/2007 4/2010)
Reported to the Emerging Market Technical Director in leading and managing the regional SE team supporting the sales organization. The SE team supported and grew the company s business throughout the region and materially contributed to winning strategic accounts.
Recruited technical SE team members from throughout the region. Led, mentored and developed team members to achieve their maximum potential.
Provided SE team s workload planning, monitoring, performance appraisals, growth planning, training, analytical problem solving and efficiency.
Successfully collaborated with a broad range of internal groups sales, sales management, channel and customer service teams to maximize revenues, customer satisfaction and superior technical management while also focusing on long-term growth goals.
Effectively managed technical escalations in both pre- and post-sales; served as customer advocate relative to product enhancements and meeting customers technical requirements.
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Professional Experience, continued
Developed and maintained beneficial working relationships with key accounts executives and senior technical management personnel. Provided sound technical and business development insight for key accounts executives through developing and delivering effective presentations.
Regularly promoted and championed new product creation, introduction and enhancement; developed skills required to support new products and solutions.
Senior Systems Engineer (5/2005 1/2007)
Proficiently delivered technical sales support for sales team to enhance sales success and growth in revenues and company reach.
Provided advanced technical presentations and workshops for all Juniper solutions and products.
Responded to technical aspects of RFP responses and all associated technical documentation.
Created meaningful technically-focused competitive material to assist sales teams and promote company products and services.
Developed and conducted Proof of Concept labs, developing relevant test plans as part of the sales cycle.
Balanced sales and technical engagement with accounts, maintaining the role of trusted technical advisor while also directly contributing to closing sales.
Provided full and effective training and support to partners.
NESMA Advanced Technology, Riyadh, Saudi Arabia, 2/2003 4/2005
Continued as NESMA s Technical Manager after NESMA acquired the GE Global eXchange Services (GXS) business unit supplying the largest ISP service within the Middle East. Reported directly to NESMA s general manager and actively supported establishing the company s plans and goals.
Managed all operations relative to the ISP datacenter and provided technical customer support.
Directed operation of Layer 4-7 content networks based on Foundry Networks, Cisco ArrowPoint, NetApps, and BlueCoat systems; configured and refined various network devices, applications and servers.
Designed, oversaw and approved testing and implementation of high-end routers based on Cisco Systems, Foundry, Redback and Juniper Networks. Implemented end customers requirements.
Managed technical and project aspects of Microsoft to Linux and SQL 6.5 to SQL 2000 migrations.
Identified, created and implemented effective security measures and procedures.
Effectively evaluated diverse vendor products to determine value for customers.
Supervised help desk operations and personnel; ensured consistent highest quality and customer satisfaction. Supervised and mentored the call center supervisor; monitored quality reports.
GE Global eXchange Services, Riyadh, Saudi Arabia, 2/2000 2/2003
Program Manager, Network Operation and Client Services
Began with the company as a network specialist, advanced to Network Supervisor and then to Program Manager of Network Operations and Client Services before business unit was sold to NESMA in 2003.
Oversaw the General Electric private network within Saudi Arabia and Bahrain. Collaborated with the GE Global Network team in the US and Europe to plan, design and configure the current setup in conjunction with future expansions accommodating periodic new clients for B2B e-commerce solutions.
Supported sales efforts through pre- and post-sales activities for major accounts leading the successful implementation of several B2B related product and services.
CompuBase, Riyadh, Saudi Arabia. Senior Instructor. Successfully completed many courses and ultimately became an instructor for others training individuals within companies such as ARAMCO, Lucent Technologies, British Aerospace and others.
Nebrass Al Sharq, Riyadh, Saudi Arabia. System analyst / Programmer
B.Sc. Computer Information Systems, Amman University, Amman, Jordan
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Juniper Networks Juniper Star Team Award STC Managed Services Win Team, 2015
Juniper Networks Top Sales Team of the Year Service Provider 2008, Presented by EMEA Sr. VP Operations
GE GXS Management Award, presented by GE GXS Country Manager in recognition of the active boundary-less behavior in 2002
GE GXS Night on the Town Award, presented by GE GXS Country General Manager in recognition of the exemplary network support for one of the leading banks in Saudi Arabia, 2002
General Electric Award of Excellence, presented by the President of GE Middle East, Asia and Central Europe (MEACE), in recognition of the outstanding performance and support for NESMA ISP, 2001
Toastmasters International Competent Toastmaster, (Communication, presentation and ice breaking skills development organization)
Strong knowledge of key enabling technology including MPLS, VPNs, routing, multicast, subscriber management, and CoS
Good knowledge of related technology such as GPON, DSL, WiMax and Mobile components
Core, Transport, Multi-play, MetroE
English fully professionally bilingual
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