Moumen Awa

  • Jordan, JO

Work History

Work History
Apr 2014 - Feb 2015

Presales & Enterprise Solutions Engineer

Mada Communications

• Convince clients with the recommended solutions. • Ensure efficient installation for solutions at the clients’ premises. • Provide technical support when needed for clients. • Assist sales teams in presenting products to clients, and convincing them. • Train clients, and sales teams on the recommended technical solutions. • Coordinate with the vendors, and internal parties to deliver solutions at the right time to clients. • Investigating new technologies and staying on top of technology to innovate new products and services. • Conduct professional demos and presentations for clients. • Serve clients with the best standards, and keep high business ethics at all times. • Coordinate with the concerned parties at the corporate and identify solutions. • Engaging with sales in the field of meetings and presentations. • Develops sales presentations in a professional and effective manner • Prepares quotes, contracts and responses for potential customers. • Maintains all quote documentation with accurate pricing and configurations. • Help in the development, evaluation, and rebuilding of the work flow process at all sales channels, and ensure maximizing its efficiency. • Do visits and assess the needs for clients. • Do testing.

Feb 2015 - Feb 2015

Jul 2013 - Mar 2014

Technical Support

Mada Communications

IP - Technical Support will possess a broad technical knowledge of analog, digital and VoIP voice services; IP networking; and data service provision. Candidate will be highly experienced in providing excellent customer service and problem escalation/resolution. • Basic knowledge in ITIL • IP addressing, OSI , TCP, UDP • Static Routing Protocols and basics of OSPF and IGRP • Technical support engineer is responsible on receiving customer complains through the ticketing system, direct by phone, through Mada Locations, email or any other tool. • Complain types are: WiMax, VoIP, Mail, Browsing, corporate customers complain and any other type of complains that approved by the technical support team leader. • Responsible on updating the tickets. • Responsible on solving and closing complains and tickets within the SLA agreed with the technical support team leader. • Advise customers regarding the product’s proper use and address specific user issues. • To ensure customer satisfaction and excellent customer experience. • Candidate will assist the customer base during installations. • Responsible on investigating the problems and escalating it when it requires an action from his team leader or any other team. • Should use the available tools “Land line, VoIP lines, Mobile, Car” to contact the customer and solving his problems. • Sending a daily/weekly/monthly reports to the team leader about the assigned tasks. • Should perform any other tasks upon the request of his/her direct supervisor.

Jan 2010 - Jun 2013

Contact Center Team Leader


Provide contact managent for one of WiMAX internet service provider in Jordan First Level Troubleshooting of WiMAX and VoIP service Contact Center Team Leader will be the on-floor supervisor for a group of 15 to 20 agents, providing them with the necessary support and making sure that the work flow is going as planned Responsibilities • Manages a team up to 20 CSRs (in-house or outsourced) who provides general, technical and if required specific services to inbound contacts through multiple communication channels, primarily by telephone, email and potentially later web chat, and makes outbound contacts as appropriate to maintain or enhance that service • Uses effective communication skills by Communicating feedback as a performance issue not personal issue, as s/he must liaise and supervise effectively with all team members and approach them positively to unleash their capabilities and take it to the maximum level • Demonstrates knowledge of organization’s expectations, e.g., internal standards or service level agreements • Demonstrates knowledge of impact to provide professional service to public • Sets priorities to ensure continual satisfaction • Ensures the quality of service delivery by customer service representatives and performs the necessary quality management checks that meet targets • Assists the customer service representatives in addressing customer escalations and promoting a service oriented work environment • Ensures that the set call centre KPIs are attained. If required, start answering the phone to manage the team performance • Compiles weekly and monthly management reports for all team members • Identifies and reviews expected service levels and quality goals • Ensures complaints/concerns are resolved or escalated in a timely manner • Manages call volumes, e.g., peak times

Jan 2005 - Dec 2009

Computer Communication Eng., PC service and Network infrastructure

Petra Computer Services

- Pc assembly and setup. - Pc fault finding and fix. - LAN and WAN solution – TCP/IP communications. - Microsoft file servers setup and active directory configurations. - Remote desktop solutions. - Web Hosting and Configuration solutions.


Jan 2009 - Jun 2013

Bachelor's degree

Arab Open University - Jordan Branch
Jan 2009 - Jun 2013

Bachelor's degree

The Open Univeristy - UK



Team Leadership

Workforce Management



Contact Center Operations


Team Management

Time Management



Mobile Devices

Customer Experience

Contact Centers


Microsoft Exchange

Network Design







Network Security

Service Delivery


Software Installation

Computer Hardware

Cisco Technologies

Technical Support

Active Directory




Call Centers


System Administration


Mobile VoIP





Telecommunications Management

Internet Troubleshooting


Problem Solving


Computer Maintenance

Computer Literate

Microsoft Windows 98



Yalla Nwaffer Mai Residential Retrofit Initiative

Project of a Lifetime

Work Ethics

Success Skills

An Initiative Youth for change

Managing a Microsoft Windows 2003 Server Environment