Mai Eldash

BSS EngineerFull Time

• Job Details:* Telecom Egypt BES Project (Huawei CBS + Huawei CRM) May 2019 – Current # Worked as a member of the CRM team, responsible for o Handling service requests (SRs) related to the CRM system. o Solving incoming complaints and tickets from the customer care back office. # Worked as a member of the CBS team, responsible for o Handling service requests (SRs) related to the Unified Voucher Center (UVC) and Huawei’s CBS billing part. o Solving incoming complaints and tickets from the customer care back office. # Worked as a member of the Configuration team, responsible for o Handling incoming requests related to the configuration of new packages and related plans. o Applying required modifications to the existing offerings and plans. o Testing new packages and tariffs implemented on the system. o Supporting the UAT team in testing the packages before releasing to production. o Supporting the CRM team with the required information to handle tickets related to packages and pricing. o Capturing and analyzing debug logs. o Generating reports. * STC Specialized Project (Nokia Sure Pay + 6d UPC) September 2021 - Current # Worked as a member of the configuration team, responsible for: o Handling layer 2 service requests (SRs) related to Nokia Sure Pay OCS and 6d UPC. o Arranging discussions for new business cases and enhancements with the customer. o Configuring new bundles and devices, also applying required modifications to the existing ones. o Investigating and solving incoming complaints and tickets from the customer care back office. o Capturing and analyzing debug logs.

Computer Science Teaching AssistantFull Time

• Job Details:o Responsible for tutoring Operating Systems lab for Bachelor’s degree students. o Responsible for tutoring Cloud computing lab for Bachelor’s & Master’s degree students.

BSS EngineerFull Time

• Job Details:Telecom Egypt BES Project o Worked as on-site support engineer to support the migration from their legacy systems to Huawei CBS/CRM systems. o Performed test cases on the new CRM system of Telecom Egypt. o Provided a Train-The-Trainer (TTT) training on Telecom Egypt ‘s new CRM system after the integration with Huawei’s CBS charging System.