Muhannad Qadri Kalbouneh

 Muhannad Kalbouneh

ICT Professional with 17 years experience in Telecom and Information Technology Management, Service Planning, Operations Management, Service Providers, Mobile Operators Start up Experience, with excellent and efficient organisational skills with focus on service management, process development, operational and business objectives in alignment with the organizational targets and strategic objectives.

Specialties: Telecom, Operations Management, Mobile VAS, Project Management, ITIL, Hosted Services, Managed Service Governance, Process Development, Service Management, Service Level Development and Management, Mobile Technology Solutions. 




See what I studied and where I gained valuable knowledge to start my professional career

 Kharkov National University of Radio Electronics - Ukraine  

Master of Science in Engineering - Computer Intellect Systems and Networks 

1994- 1999


Areas of Experience

A concise list of some of the most valuable professional skills I possess. My tricks of the trade and what I can bring to the table.


Telecom Operations Management
Product Management
Customer Support Management
Mobile Solutions Management
Vendors and Suppliers Relationship 
Network Infrastructure Management
Availability and Capacity Management
SLA & KPI Development & Management
Tenders and RFP Management
Project Management


Microsoft Hosted Services
IT Service Management
Managed Services Governance
Team Leadership
Research & Analysis
Polices & Process Development
Startup Launch
Strategy Management
Mobile VAS Expert 

Network Operations Center 



The Languages I can speak 

Languages I Know
Languages I Know in relation to the world map

Work Experience

Explore my professional history and get to know the companies I worked at 


Training and Certificates 

● Tl9000 Audit

 School Of Leadership – Manager’s Development Program

● First Aid 2015 UAE

● Train the Trainer 2015 UAE

● RCS 2015 UK

 PMP, 2013 UAE


 TL9000 - Quality Management Tools, 2012 UAE


 RCAT - Root Cause Analysis Technique, 2012 UAE

 Strategy Management, 2012 UAE


 Thinking Tools Training, 2011 UAE

 ITIL Certified  2010 UAE

 Ericsson MSDP 2010 UAE

 Nokia Charge@Once – 2009 UAE

 Business Writing – 2009 UAE

 Microsoft Exchange 2007 – 2009 UAE

 Intellisync Nokia Mobile Suite workshop – London 2007

 Blackberry Support – UAE 2007

 Project Management Professional - PMP training – UAE 2007

 Microsoft Hosted Messaging and Collaboration 3.5 Workshop – Microsoft -UAE 2007

 Microsoft High Availability Messaging- Deployment and Operations- Microsoft -UAE 2007

 Dilithium Video Gateway – UAE 2006

 Mobile Portal and Service Delivery Platform – Volantis Administration – UAE 2006

 Mobile Streaming- Content creation with Helix mobile producer v11- Real Networks - UAE

 Helix mobile server administrator v11- Real Networks – UAE 2006

 Microsoft Security Workshop- New Horizons 2005

 Tru64 Cluster – Tru64 UNIX System Administration- Jordan 2004

 Project Management –Jawwal 2003

 Building Network Security in Windows and Cisco systems –NIIT 2003

 Redhat Linux Administration 8.0 –Jawwal 2003

 Microsoft Certified (MCSE) (MCSA) (MSP) (MSCS) - 2003

 Cisco Secure PIX Firewall Advanced (CSPFA)

 Cisco Certified Network Associate (CCNA)

 Windows NT 4.0 Server and Networks -2000


Products Delivery Projects

  • Data Center Startup
  • Hosted ISP Service Upgrade
  • Data Cards Service
  • NOC Active Testing
Data Center Startup

In 2001 My first project was to start building the network services infrastructure which was successfully built during the start up time, as an expert and certified Microsoft products and Services, I have Successfully Planned, Launched & Managed Jawwal IT Corporate Services including All Microsoft products, Domain Controllers, SSO, Enterprise Antivirus, Proxy, Security, Terminal Services, Domain Polices, Monitoring Tools, WEB-IIS & Email Exchange Messaging Platform

Hosted ISP Service Upgrade
Data Cards Service
NOC Active Testing

Places I have worked in and achieved deliverable  

Senior Manager – Services First level Operations du  EITC– (2015-Present) –UAE -

Responsible for Mobile and Fixed Line Services First level Operations Management


  Successfully Introduced Automated Smart Active Testing Tools That Increase Full Services Testing From 3 Times in 1 day to 64 Times Which Reduced The Time of Fault Identification and Recovery   

  Optimize Day to Day Operations by Automation and Utilizing all Available Resources

  Manage the Monitoring and Support of Business Applications including IPTV, International Voice Gateway, Voice Services, VAS, Call Center Services and Platforms



Senior Manager – Mobile Value Added Services VAS Operations du  EITC– (2009-2015)

Responsible for mobile VAS services operations management and managed services governance


  Achieved Excellent Services Availability and Stability from 99,97% in 2014 to 99.996% in 2015

  Successfully Achieved Operational Cost Reduction of 24%

  Proposed Full Service Transformation Initiative and Approved By Executives for Implementation

  Develop the Operations Strategy, Objectives and Goals According to Company BSC

  Support Technology & Internal Units in Successful Implementations & Integrations of New Services into Production

  Successfully Managed Service Provider Relationship , 3rd Party Vendors & Partners Governance

  Maintained Services and Infrastructure Quality as per the World-Class Standards

  Improved Day to Day Operations & Support Activities and Processes

  Enhanced Service Reliability by Analyzing New Changes, Implementation Risks Identification and Efficient Handover Before Service Launch 

  Track and Control Projects Delivery and Handover to Operations

  Maintain and Manage Services  Scalability,  Capacity, Availability, Quality, Change, Fault, Optimization and Customer Support 

  Full understanding and management of below mobile VAS Areas:


  Data Services including WAP, SIM Portal, Mobile TV, STK, Mobile Device Management

  Messaging Services including SMS, MMS, Gateways, Message Transfer Agents, Bulk Messaging, Number Portability, SMS Anti-Spam, Campaign Management Platform, Reporting Services &SMS Short Codes

  Voice Services including Caller Ringtones, Missed Call Notifications, Voice & Video Mail


  Design Short Code Service Provisioning Integration and Automation

  Introduce Service Level Agreement which is Covering Business Requirements based on Detailed KPIs

  Manage the Managed Services Migration from Ericsson to Huawei

  The SPOC for TL9000 Certificate in VAS

  Manage the Plan to Migrate Distributed Platforms to Unified Platform to Optimize the Operational Cost and Enhance the Efficiency

  Manage and Support the Launch of Multiple Products and Upgrades to Production in Implementation  and Operations Readiness



Senior Engineer - Unified Data Communication du  EITC– (2006-2009)-UAE

Mobile Data Service Planning, Creation & Project Management


  Significantly Increased Service Reliability by upgrading & maintaining Microsoft Hosted Services including Messaging, Collaboration, Web & Databases

  Successfully Launch du first 3G Mobile Data Cards

  Software Design & Push E-mail Products Launch

  Interactive Cell Broadcast, Services Delivery Platform & Location Based Service Evaluation

  Unified Data Communications Technology & Products Research

  Manage Mobile TV Service Design



VAS Solutions Engineer: TECOM - Dubai Internet City (2005 -2006 )-UAE

Plan and Operate ISP Hosted Services based on Microsoft Hosted Messaging & Collaboration (HMC)


  Manage Hosted Services, Solutions, Infrastructure & Reporting

  Operate Microsoft Hosted Exchange, Web Hosting, SQL Hosting, Solution Management, Provisioning System, Hosted infrastructure & Reporting Service

  Enhance Hosting Design, Operations Management, Performance, Customer Support, Availability & Scalability

  Successfully Upgrade the Solution from HE2000 to HMC



IT Services Head of Unit: Palestine’s Cellular Communications-Jawwal (2001 -2005) Palestine

Information Technology Infrastructure Services Launch, Planning & Operations


  Successfully Designed, Implemented & Launched IT, Business & VAS Infrastructure Services

  Developed, Optimized & Operated ICT Data Center

  Successfully Planed, Launched & Managed Jawwal IT Corporate Services including All Microsoft products, Domain Controllers, SSO, Enterprise Antivirus, Proxy, Security, Terminal Services, Domain Polices, Monitoring Tools, WEB-IIS  & Email Exchange Messaging Platform

  Introduce & Maintain Process, Procedures, Policies & Audit

  Supported IT, Finance, Business & VAS Applications Infrastructure


  Planning, Implementation and Operations of below Projects:

  Successful Call center applications migration from standard PC to Centralized Terminal Services, Applied Corporate Policy

  Unify all Corporate Users Accounts as Part of Single Sign On to Access All Systems using Single Account 

  Planned, Implemented and Corporate and Internet Antivirus Solutions 

  Introduce Blade Servers and Migrate Core Services To the Blade Servers



Systems Administrator: Palestine Telecom –Paltel (2000 -2001) Palestine


  IT Core Services Administrator & Successfully Upgraded the Core IT Services

  Microsoft Windows NT& 2000, Exchange 5.5 & Proxy Administrator

  Hardware, Network & Software Technical Support



Computer Engineer: Nablus Municipality (Sept/1999 –2000) Palestine


  Technical Support for IT Servers and End Users

  Manage & Operate Novell & Windows NT Servers

  Hardware & Software Technical Support, Applications Deployment & Operations