Summary
Overview
Work History
Education
Skills
Websites
Certification
Languages
Personal Information
Professional Overview
Timeline
Generic

Ibrahim Bakhos

Laval,Canada

Summary

Dynamic Solution Architect with extensive experience at Ericsson, driving a 50% reduction in technical escalations while leading cross-functional teams. Proficient in Python and ITIL standards, I excel in problem-solving and customer support, delivering innovative solutions in cloud deployment and database migration. Committed to enhancing operational efficiency and client satisfaction.

Overview

30
30
years of professional experience
1
1
Certification

Work History

Support and Solution Architect Consultant

Skylyncs
02.2024 - 12.2024
  • Designed and implemented a comprehensive solution for a ticketing system using the Jira Service Management tool, adhering to ITIL standards
  • This included setup, installation, and ongoing support to enhance service management processes
  • Provided support for OSS-RC, ENM, and ENIQ systems, ensuring efficient system functionality and rapid issue resolution
  • Recorded systems information and documented design specifications and installation instructions.
  • Mentored junior architects and developers in best practices and technical skills.

Domain Expert & Solution Architect

Ericsson
12.2022 - 12.2023
  • Orchestrated escalations, oversaw a team of 20 engineers, and slashed technical tickets escalations to senior management by 50%
  • Fostered collaboration between integration and support teams to ensure seamless project execution
  • As SA I worked on Migration of OSS-RC, Red hat Linux (RHEL) toward ENM Unix virtual Machine (VM) in a cloud deployment
  • That included the integration of all connected nodes including ENIQ/Business Object
  • The migration involved moving from Sybase used by OSS-RC to scalable ENM supported by ENM such as PostgreSQL
  • That also required a good knowledge of telecom networking such as routing, switching and IP
  • Created several Python, java and shell scripts to help in replacing a 2G OSSRC applications (CNA and BSM) that were not taken into consideration in ENM
  • Developed Low/High Level Solution Design (LLD/HLD) for OSS (ENM and ENIQ) based on HPE server and HP service director projects adhering to ITIL standards
  • Provided expert guidance on OSS end-to-end solutions and meticulously followed up on implementations with SI Engineers
  • As SA, I had some project management tasks: I used SAP for project Finance and salesforce to create opportunities
  • Maintained strong customer relationships to mitigate conflicts between customer operations and support teams
  • Collaborated with project teams to ensure that all technical requirements were met during the software development life cycle.
  • Built and oversaw network infrastructure comprised of various virtual products.

OSS Support Team Leader & Solution Architect

Ericsson
06.2021 - 12.2022
  • Provided solutions integration and support for mobile networks in the MMEA region
  • Led the CNS team in the Middle East and Africa, managing problem resolution
  • Reduced CSR backlog and decreased case resolution time by 50%
  • As SA worked on several projects for several operators, migrating of OSS toward ENM physical deployments and ENM virtual Machine (VMware) in a cloud deployment which got RHEL and LITP management software
  • That includes database migration from OSS SQL to MySQL, PostgreSQL, Neo4j
  • Management and Orchestration using on HP servers
  • Advised and created OSS solutions, including dimensioning and middleware solution design
  • Assign tasks to staff according to workloads, monitor progress, provide feedback and recognize achievements.
  • Create reports on team performance metrics such as response times and number of resolved cases per day, week, month.
  • Consulted via telephone to understand user problems, run through testing scripts and ask probing questions to locate root causes.
  • Maintained positive working relationship with fellow staff and management.
  • Identify opportunities for process improvements within the team's operations and recommend solutions accordingly.
  • Conduct regular meetings with team members to review performance against SLAs and identify areas for improvement.
  • Lead and manage a team of support staff, setting performance objectives and providing guidance and coaching.
  • Exceeded customer satisfaction by finding creative solutions to problems.

Solution Architect CNS & On Call Leader

Ericsson
01.2015 - 06.2021
  • Led the on-call support team for the MMEA region, providing solutions and support
  • Led Batelco Bahrein support team as SDM for 8 months
  • As SA worked on several projects for several operators, migrating of OSS toward ENM physical deployments and ENM virtual Machine (VM) in a cloud deployment
  • Provided operators with solutions and support for OSS ENIQ, EMA, some BSS nodes, and Lawful Intervention working on HP Servers
  • Managed the on-call team and replaced the SDM for MIC1-Lebanon for 11 months
  • Created OSS & ENIQ solutions and designs
  • Solutions included networking such as DNS, routing tables, firewall, load balancing and NAT
  • For doing so, a good knowledge of TCP/IP protocol troubleshooting is acquired as well
  • So use of ping, netstat, traceroute and TCPdump, snoop traces
  • Integrated multi-activation inbound and outbound nodes
  • Configured multi-mediation (BGw) solutions for various projects and clients
  • Implemented DevOps principles within the organization's environment to enable faster delivery cycles.
  • Developed, documented and implemented solution architectures for enterprise systems.
  • Engineered cloud-based solutions leveraging AWS, Azure, or Google Cloud platforms.
  • Defined technical integration strategy and developed integration plans.
  • Utilized Python to handle debugging and automation scripting tasks.
  • Analyzed existing systems and identified gaps between current system capabilities and customer requirements.

Senior Service Engineer & Solution Architect

Ericsson
07.2007 - 01.2015
  • Supported and provided solutions to operators in the Middle East and Africa
  • Engaged in pre-sales activities, dimensioning, and after-sales solutions and support for OSS/BSS working on Unix and Sybase database
  • Reduced order to delivery time by 30% through integration design between multi-activation nodes
  • Linux and windows system administration
  • Led and managed the on-call team
  • Identified root cause of system malfunctions and implemented corrective action to prevent recurrence.
  • Analyzed logs from multiple sources to detect anomalies in system behavior.
  • Developed detailed documentation for all service activities performed.
  • Contacted suppliers and equipment manufacturers to obtain specialized operational information.
  • Supervised junior maintenance staff, providing training and guidance on best practices and safety protocols.
  • Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
  • Collaborated closely with team members to achieve project objectives and meet deadlines.
  • Handled troubleshooting tasks for Local Area Networks, Wide Area Networks, and voice systems to reduce network connectivity problems.
  • Utilized Python to handle debugging and automation scripting tasks.
  • Customized and presented IT solutions to principles, controllers and managers across region, explaining expected benefits, and capabilities.
  • Established metrics and KPIs to measure the effectiveness and efficiency of architectural solutions.
  • Supported customer implementations and confirmed success through identification and application of repeatable best practices.
  • Performed capacity planning to anticipate future needs and optimize resource utilization across various platforms.

Expert Service Engineer

Ericsson
02.2001 - 07.2007
  • Maintained, managed and updated databases frequently.
  • Tested, debugged and repaired defective components or systems onsite or in-house.
  • Collaborated with cross-functional teams to support facility upgrades and expansions.
  • Coordinated with external vendors for the procurement of parts and services, ensuring cost-effective solutions.
  • Provided technical support for customers on site or remotely via phone or email.
  • Analyzed complex problems and identified root causes of system failures.
  • Troubleshot malfunctions and diagnosed issues to service equipment quickly and fully.

Support and Integration Engineer

Ericsson
11.1994 - 02.2001
  • Communicated with clients to understand system requirements.
  • Provided exemplary helpdesk service and support to assist customers.
  • Administered application stacks and executed performance tuning to optimize session performance by eliminating performance bottlenecks.
  • Identified opportunities for process automation through the use of scripting languages such as Python or JavaScript.
  • Integrated, tested and upgraded interfaces to assist clients.

Education

B.A. - Engineering

Concordia University
Montreal, Quebec
01.1994

Skills

  • Problem Solving
  • Customer Support
  • Sybase
  • Analytical Skills
  • Communication
  • JQL/SQL
  • Linux
  • Java
  • RESTful API
  • Team Leadership
  • SAP ERP
  • Troubleshooting
  • System Administration
  • Solution Architecture
  • Business Intelligence (BI)
  • Statistical analysis
  • Quantitative and qualitative modelling
  • Security Engineering
  • Python
  • Databases
  • API
  • Security and Resource Data Model
  • AWS
  • Microsoft Azure
  • Kafka
  • Terraform
  • UNIX
  • Kubernetes
  • PostgreSQL
  • DevOps
  • HLD
  • LLD
  • Citrix
  • VMWare
  • NetApp
  • LDAP
  • Advanced skills in MS Excel
  • Project
  • PowerPoint
  • Word
  • Leadership
  • Strategic thinking
  • ITIL
  • Jira
  • Atlasian
  • Team Player
  • Creative and innovative
  • DevOps mindset
  • SSO
  • MFA
  • OIDC
  • OAuth2
  • Agile
  • SAFe
  • HPE
  • Solution design
  • Cloud deployment
  • Database migration
  • Network troubleshooting
  • Automation scripting
  • Infrastructure automation
  • Technical project management
  • DevOps implementation
  • Database performance
  • Web applications
  • Database upgrades
  • Migration strategies
  • Cloud services
  • Server administration
  • OS architecture
  • VMware

Certification

  • Intensive Cloud Computing Certificate, 05/01/24
  • MultiCloud & DevOps Bootcamp, The Cloud Bootcamp, 04/01/24
  • Yellow Belt, Six Sigma, 11/01/14
  • Leadership for professionals, The Ken Blanchard Company, 05/01/12
  • Oracle Database Administration, 09/01/07
  • Veritas Cluster Server for Unix, Symantec, 11/01/06
  • Datacom Networking, Ericsson, 08/01/01
  • Advanced Administration SQL Server, Sybase France, 11/01/99

Languages

  • English, Fluent
  • French, Fluent

Personal Information

Title: Domain Expert | Solution Architect

Professional Overview

I am a senior solution architect with over 29 years of experience in the telecommunications sector, specializing in OSS, BSS, SOG (EMA), Multi mediation (Billing Gateway), and Lawful Intervention domains, as well as being a multi-cloud expert. I excel at fostering collaboration among team members, creating and establishing project plans, and maintaining strong customer relations. I have successfully delivered numerous Performance Audit projects, resulting in the sales of Performance Improvement services.

Timeline

Support and Solution Architect Consultant

Skylyncs
02.2024 - 12.2024

Domain Expert & Solution Architect

Ericsson
12.2022 - 12.2023

OSS Support Team Leader & Solution Architect

Ericsson
06.2021 - 12.2022

Solution Architect CNS & On Call Leader

Ericsson
01.2015 - 06.2021

Senior Service Engineer & Solution Architect

Ericsson
07.2007 - 01.2015

Expert Service Engineer

Ericsson
02.2001 - 07.2007

Support and Integration Engineer

Ericsson
11.1994 - 02.2001

B.A. - Engineering

Concordia University

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Ibrahim Bakhos